Global Cloud-Based Contact Center Market Synopsis

The Global Market for Cloud-Based Contact Center Estimated at USD 27.19 Billion In the Year 2022, Is Projected to Reach A Revised Size of USD 174.38 Billion by 2030, Growing at A CAGR of 26.15% Over the Forecast Period 2022-2030.

A cloud contact center is an online service that provides inbound and outbound telephone connectivity to agents through the Internet. Agents use a cloud contact center to receive incoming and place outgoing calls from their desktops.

• A cloud-based contact center is a communication hub that uses call center technology present in the cloud. It handles all types of inbound and outbound customer calls and Cloud contact center software connects to other platforms for instance: communications, including voice, email, SMS, and social media, and integrates all channels seamlessly. Each interaction connects with a customer and assigns incoming communications to the right agent to avoid differences of opinion
•  Additionally, cloud contact centers are different. They offer accelerated setup, improved flexibility, and real-time analytics. This means lower operating costs, gains in customer experience, and faster time to market. The role of a contact center has expanded from fielding customer service inquiries to driving customer success and equipping salespeople with multichannel engagement tools beyond automated dialers.
• Moreover, Secure data integrations and endless customizations make cloud contact centers the ideal solution for service and sales teams to hit their growth targets. This increasing factor driving the market demand for Global Cloud-Based Contact Center Market growth over the forecast period.

Global Cloud-Based Contact Center Market Trend Analysis

Increasing Demand of Flexibility, Scalability, Support, And Cost Management.

• Increasing demand for flexibility, scalability, support, and cost management will drive the market demand for Global Cloud-Based Contact Center Market growth over the forecast period. Advanced cloud contact center planning adds an extra level of security standards, which is the one dominant factor driving the growth of this market is the financial benefit of moving expenses from capital expenditure to operating expenditure.
• Additionally, cloud solutions avoid costly infrastructure. With Advanced technology faster every year, cloud-based systems are an excellent way to keep up and effectively maintain the system without significant increases in IT staff and expensive annual service maintenance contracts. This factor boosts the market growth of the global cloud-based contact center market.

Improved Customer Experience

• Cloud-based contact centers leverage artificial intelligence (AI) and machine learning to improve customer experience. For instance: AI-powered chatbots can provide customers answers to simple queries, freeing up agent time for more complex issues. AI can also be used to provide personalized recommendations and support for each customer, creating a more personalized experience. Furthermore, cloud-based contact centers offer real-time data analytics, enabling businesses to monitor metrics and make data-driven decisions that can significantly improve overall customer satisfaction. By analyzing customer interactions, companies can identify common pain points and communication issues to develop strategies to enhance the customer experience.

Inadequate Network Bandwidth

• Increasing usage of internet-based telephone services, contact centers plan to racially balance their communication processes with cloud telephone-based business phone systems. Contact center agents are in the office and not remote, may need to boost internet connection through the provider and put in high-quality routers.  Features and services have essentially made cloud-based telephone systems an apparent player in vaccinating business communications universally.
• However, emergence of cutting-edge technologies in contact center solutions, enterprises face a lack of bandwidth to address some challenges such as poor voice quality in cloud telephone systems, improper internal networks, and security issues. These problems need to be properly taken care of by enterprises while using cloud-based telephone systems and contact centers to efficiently cater to customers.

Segmentation Analysis of Global Cloud-Based Contact Center Market

Global Cloud-Based Contact Center Market segments cover the Component, Deployment Mode, Organization Size, and Industry. The Component Services segment is anticipated to dominate the Market Over the Forecast period.

• The Services segment is anticipated to dominate the Market Over the Forecast period. Cloud-based contact center services involve consulting; implementation and integration; and training, support, and maintenance. cloud-based customer experience solution that allows companies to utilize a contact center provider's software. Cloud-based contact center services allow businesses to purchase only the technology they need, which reduces the need for internal IT support. The growing deployment of cloud-based contact center solutions is increasing the demand for services, such as training, support, and maintenance.
• By industry, the BFSI segment is anticipated to dominate the Market Over the Forecast period. Cloud-based contact center banking is the on-demand delivery of hosted computing services to banks, credit unions, Fintechs, and other financial institutions via the Internet. Cloud-based Contact Center solutions provide BFSI organizations the ability to mine customer data that includes transactions, customer activities across banking and financial services, websites, customer queries through multiple channels,

Regional Analysis of Global Cloud-Based Contact Center Market

Asia Pacific is expected to Dominate the Market over the Forecast period

• Asia Pacific looking for increased scalability, business continuity, and cost efficiency. Customers are increasingly turning to cloud innovations as the basis of their digitalization efforts, in a strategic move to drive real business value and resiliency against the backdrop of a highly dynamic operating environment and distributed workforce.
• Public, private, and hybrid cloud adoption by Asia Pacific considering their needs. Cloudification is happening with public as well as private clouds and is both a technology and a business transformation strategy. This trend is expected to continue a strong shift towards cloud technologies in Asia Pacific. Across the markets research has focused on, strong double-digit growth rates are forecast in the hardware categories that drive private and hybrid cloud deployments. ANZ, India, and Singapore are the largest markets for IT spending and are expected to drive over USD50 billion of cloud spend. These factors drive the market growth of cloud-based contact centers in Asia Pacific.

COVID-19 Impact on Global Cloud-Based Contact Center Market

• The COVID-19 pandemic has universally changed the dynamics of business operations. The government imposed a global lockdown, which is majorly affecting the work-from-office culture of multiple sector. Global lockdown forced people to stay home, which increased the work-from-home and bring-your-own-device concept. which in turn led to a surge in demand for devices that can provide fast and reliable internet connectivity.
• It has offered several opportunities to hold advanced technologies, for instance, Artificial Intelligence, Machine Learning, and advanced analytics, to transform contact centers in tough situations to cater to customers and offer the best experiences. During the COVID-19 outbreak, the contact centers have started utilizing call routing via the cloud and adopted at least one key application of the cloud. In the pandemic, contact centers are proving to be very important as customers prefer online interactions to seek answers to urgent and complex issues.

Top Keyplayer Covered In Cloud-Based Contact Center Market

• Serenova (United State)
• Content Guru (United State)
• Genesys Telecommunications Laboratories, Inc. (United States)
• Ameyo (India)
• Servetel (India)
• NeoDove (India),
• Alvaria (United States)
• Aircall SAS (United States)
• RingCentral, Inc. (United States)
• Amazon Web Services, Inc. (United States)
• Metaswitch Networks Ltd. (United Kingdom)
• Vocalcom Group (France)
• Cisco Systems, Inc. (United States)
• Five9, Inc. (United States)
• Oracle Corporation (United States)
• Exotel Techcom Pvt. Ltd. (India)
• TCN, Inc. (United States)
• Avaya Inc. (United States)
• NICE Ltd. (Israel)
• Tata Consultancy Services Limited. (India)
• 3CLogic Software, Inc. (Maryland)
• Aspect Software, Inc. (India)
• Talkdesk, Inc (United States)
• Worldline (France)
• 8x8, Inc. (United States)

Key Industry Development of Global Cloud-Based Contact Center Market

• In October 2023, Zoom launched Zoom Contact Center, a new omnichannel solution integrating voice, chat, email, and social media into a single platform.
• In October 2023, Talkdesk acquired Amelia AI, a leading conversational AI platform, for $5.1 billion, aiming to create a comprehensive self-service and agent-assisted customer experience solution.
• In November 2023, Genesys unveiled a new AI-powered routing engine designed to optimize agent efficiency and customer satisfaction.
• In November 2023, Five9 entered into a definitive agreement to acquire Altitude Software for $1.2 billion, strengthening its position in the European cloud contact center market.
• In December 2023, 8x8 announced the integration of its Contact Center solution with Microsoft Teams, enabling collaboration and communication within the Teams environment.
• In December 2023, Sereno Software is acquired by NICE Ltd. for $560 million, expanding NICE's workforce optimization and automation offerings.

1. INTRODUCTION
   1. RESEARCH OBJECTIVES
   2. RESEARCH METHODOLOGY
   3. RESEARCH PROCESS
   4. SCOPE AND COVERAGE
      1. Market Definition
      2. Key Questions Answered
   5. MARKET SEGMENTATION
2. EXECUTIVE SUMMARY
3. MARKET OVERVIEW
4. GROWTH OPPORTUNITIES BY SEGMENT
5. MARKET LANDSCAPE
   1. PORTER’S FIVE FORCES ANALYSIS
      1. Bargaining Power Of Supplier
      2. Threat Of New Entrants
      3. Threat Of Substitutes
      4. Competitive Rivalry
      5. Bargaining Power Among Buyers
   2. INDUSTRY VALUE CHAIN ANALYSIS
   3. MARKET DYNAMICS
      1. Drivers
      2. Restraints
      3. Opportunities
      4. Challenges
   4. MARKET TREND ANALYSIS
   5. REGULATORY LANDSCAPE
   6. PESTLE ANALYSIS
   7. PRICE TREND ANALYSIS
   8. PATENT ANALYSIS
   9. TECHNOLOGY EVALUATION
   10. ANALYSIS OF THE IMPACT OF COVID-19
       1. Impact On The Overall Market
       2. Impact On The Supply Chain
       3. Impact On The Key Manufacturers
       4. Impact On The Pricing
       5. Post COVID Situation
   11. MARKET IMPACT OF THE RUSSIA-UKRAINE WAR
       1. Geopolitical Market Disruptions
       2. Supply Chain Disruptions
       3. Instability in Emerging Markets
   12. ECOSYSTEM
6. CLOUD-BASED CONTACT CENTER MARKET BY COMPONENT (2016-2030)
   1. CLOUD-BASED CONTACT CENTER MARKET SNAPSHOT AND GROWTH ENGINE
   2. MARKET OVERVIEW
   3. SOLUTION
      1. Introduction And Market Overview
      2. Historic And Forecasted Market Size in Value (2016 – 2030F)
      3. Historic And Forecasted Market Size in Volume (2016 – 2030F)
      4. Key Market Trends, Growth Factors And Opportunities
      5. Geographic Segmentation Analysis
   4. SERVICE
7. CLOUD-BASED CONTACT CENTER MARKET BY DEPLOYMENT MODE (2016-2030)
   1. CLOUD-BASED CONTACT CENTER MARKET SNAPSHOT AND GROWTH ENGINE
   2. MARKET OVERVIEW
   3. PUBLIC & PRIVATE
      1. Introduction And Market Overview
      2. Historic And Forecasted Market Size in Value (2016 – 2030F)
      3. Historic And Forecasted Market Size in Volume (2016 – 2030F)
      4. Key Market Trends, Growth Factors And Opportunities
      5. Geographic Segmentation Analysis
   4. CLOUD & HYBRID
8. CLOUD-BASED CONTACT CENTER MARKET BY ORGANIZATION SIZE (2016-2030)
   1. CLOUD-BASED CONTACT CENTER MARKET SNAPSHOT AND GROWTH ENGINE
   2. MARKET OVERVIEW
   3. LARGE ORGANIZATION
      1. Introduction And Market Overview
      2. Historic And Forecasted Market Size in Value (2016 – 2030F)
      3. Historic And Forecasted Market Size in Volume (2016 – 2030F)
      4. Key Market Trends, Growth Factors And Opportunities
      5. Geographic Segmentation Analysis
   4. SMALL
   5. MEDIUM-SIZED ORGANIZATION
9. CLOUD-BASED CONTACT CENTER MARKET BY INDUSTRY (2016-2030)
   1. CLOUD-BASED CONTACT CENTER MARKET SNAPSHOT AND GROWTH ENGINE
   2. MARKET OVERVIEW
   3. BFSI
      1. Introduction And Market Overview
      2. Historic And Forecasted Market Size in Value (2016 – 2030F)
      3. Historic And Forecasted Market Size in Volume (2016 – 2030F)
      4. Key Market Trends, Growth Factors And Opportunities
      5. Geographic Segmentation Analysis
   4. TELECOMMUNICATION
   5. HEALTHCARE
   6. RETAIL & CONSUMER GOODS
10. COMPANY PROFILES AND COMPETITIVE ANALYSIS
    1. COMPETITIVE LANDSCAPE
       1. Competitive Positioning
       2. Cloud-Based Contact Center Market Share by Manufacturer (2022)
       3. Industry BCG Matrix
       4. Heat Map Analysis
       5. Mergers & Acquisitions
       6. SERENOVA (UNITED STATE)
       7. Company Overview
       8. Key Executives
       9. Company Snapshot
       10. Role of the Company in the Market
       11. Sustainability and Social Responsibility
       12. Operating Business Segments
       13. Product Portfolio
       14. Business Performance (Production Volume, Sales Volume, Sales Margin, Production Capacity, Capacity Utilization Rate)
       15. Key Strategic Moves And Recent Developments
       16. SWOT Analysis
    2. CONTENT GURU (UNITED STATE)
    3. GENESYS TELECOMMUNICATIONS LABORATORIES, INC. (UNITED STATES)
    4. AMEYO (INDIA)
    5. SERVETEL (INDIA)
    6. NEODOVE (INDIA)
    7. ALVARIA (UNITED STATES)
    8. AIRCALL SAS (UNITED STATES)
    9. RINGCENTRAL, INC. (UNITED STATES)
    10. AMAZON WEB SERVICES, INC. (UNITED STATES)
    11. METASWITCH NETWORKS LTD. (UNITED KINGDOM)
    12. VOCALCOM GROUP (FRANCE)
    13. CISCO SYSTEMS, INC. (UNITED STATES)
    14. FIVE9, INC. (UNITED STATES)
    15. ORACLE CORPORATION (UNITED STATES)
    16. EXOTEL TECHCOM PVT. LTD. (INDIA)
    17. AVAYA INC. (UNITED STATES)
    18. NICE LTD. (ISRAEL)
    19. TATA CONSULTANCY SERVICES LIMITED. (INDIA)
    20. WORLDLINE (FRANCE)
11. GLOBAL CLOUD-BASED CONTACT CENTER MARKET BY REGION
    1. OVERVIEW
    2. NORTH AMERICA
       1. Key Market Trends, Growth Factors And Opportunities
       2. Impact Of Covid-19
       3. Key Manufacturers
       4. Historic And Forecasted Market Size By Component
       5. Historic And Forecasted Market Size By Deployment Mode
       6. Historic And Forecasted Market Size By Organization Size
       7. Historic And Forecasted Market Size By Industry
       8. Historic And Forecasted Market Size By Country
          1. USA
          2. Canada
          3. Mexico
    3. EASTERN EUROPE
       1. Key Market Trends, Growth Factors And Opportunities
       2. Impact Of Covid-19
       3. Key Manufacturers
       4. Historic And Forecasted Market Size By Segments
       5. Historic And Forecasted Market Size By Country
          1. Russia
          2. Bulgaria
          3. The Czech Republic
          4. Hungary
          5. Poland
          6. Romania
          7. Rest Of Eastern Europe
    4. WESTERN EUROPE
       1. Key Market Trends, Growth Factors And Opportunities
       2. Impact Of Covid-19
       3. Key Manufacturers
       4. Historic And Forecasted Market Size By Segments
       5. Historic And Forecasted Market Size By Country
          1. Germany
          2. United Kingdom
          3. France
          4. The Netherlands
          5. Italy
          6. Spain
          7. Rest Of Western Europe
    5. ASIA PACIFIC
       1. Key Market Trends, Growth Factors And Opportunities
       2. Impact Of Covid-19
       3. Key Manufacturers
       4. Historic And Forecasted Market Size By Segments
       5. Historic And Forecasted Market Size By Country
          1. China
          2. India
          3. Japan
          4. South Korea
          5. Malaysia
          6. Thailand
          7. Vietnam
          8. The Philippines
          9. Australia
          10. New-Zealand
          11. Rest Of APAC
    6. MIDDLE EAST & AFRICA
       1. Key Market Trends, Growth Factors And Opportunities
       2. Impact Of Covid-19
       3. Key Manufacturers
       4. Historic And Forecasted Market Size By Segments
       5. Historic And Forecasted Market Size By Country
          1. Turkey
          2. Bahrain
          3. Kuwait
          4. Saudi Arabia
          5. Qatar
          6. UAE
          7. Israel
          8. South Africa
    7. SOUTH AMERICA
       1. Key Market Trends, Growth Factors And Opportunities
       2. Impact Of Covid-19
       3. Key Manufacturers
       4. Historic And Forecasted Market Size By Segments
       5. Historic And Forecasted Market Size By Country
          1. Brazil
          2. Argentina
          3. Rest of South America
12. INVESTMENT ANALYSIS
13. ANALYST VIEWPOINT AND CONCLUSION
    1. Recommendations and Concluding Analysis
    2. Potential Market Strategies

LIST OF TABLES

TABLE 001. EXECUTIVE SUMMARY
TABLE 002. CLOUD-BASED CONTACT CENTER MARKET BARGAINING POWER OF SUPPLIERS
TABLE 003. CLOUD-BASED CONTACT CENTER MARKET BARGAINING POWER OF CUSTOMERS
TABLE 004. CLOUD-BASED CONTACT CENTER MARKET COMPETITIVE RIVALRY
TABLE 005. CLOUD-BASED CONTACT CENTER MARKET THREAT OF NEW ENTRANTS
TABLE 006. CLOUD-BASED CONTACT CENTER MARKET THREAT OF SUBSTITUTES
TABLE 007. CLOUD-BASED CONTACT CENTER MARKET BY COMPONENT
TABLE 008. SOLUTIONS MARKET OVERVIEW (2016-2030)
TABLE 009. SERVICES MARKET OVERVIEW (2016-2030)
TABLE 010. CLOUD-BASED CONTACT CENTER MARKET BY DEPLOYMENT MODE
TABLE 011. PUBLIC & PRIVATE MARKET OVERVIEW (2016-2030)
TABLE 012. CLOUD & HYBRID MARKET OVERVIEW (2016-2030)
TABLE 013. CLOUD-BASED CONTACT CENTER MARKET BY FORM
TABLE 014. GRANULAR MARKET OVERVIEW (2016-2030)
TABLE 015. POWDER MARKET OVERVIEW (2016-2030)
TABLE 016. LIQUID MARKET OVERVIEW (2016-2030)
TABLE 017. CLOUD-BASED CONTACT CENTER MARKET BY ORGANIZATION SIZE
TABLE 018. LARGE ORGANIZATIONS MARKET OVERVIEW (2016-2030)
TABLE 019. SMALL MARKET OVERVIEW (2016-2030)
TABLE 020. MEDIUM-SIZED ORGANIZATIONS MARKET OVERVIEW (2016-2030)
TABLE 021. CLOUD-BASED CONTACT CENTER MARKET BY INDUSTRY
TABLE 022. BFSI MARKET OVERVIEW (2016-2030)
TABLE 023. TELECOMMUNICATIONS MARKET OVERVIEW (2016-2030)
TABLE 024. HEALTHCARE MARKET OVERVIEW (2016-2030)
TABLE 025. RETAIL & CONSUMER GOODS MARKET OVERVIEW (2016-2030)
TABLE 026. NORTH AMERICA CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT (2016-2030)
TABLE 027. NORTH AMERICA CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE (2016-2030)
TABLE 028. NORTH AMERICA CLOUD-BASED CONTACT CENTER MARKET, BY FORM (2016-2030)
TABLE 029. NORTH AMERICA CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE (2016-2030)
TABLE 030. NORTH AMERICA CLOUD-BASED CONTACT CENTER MARKET, BY INDUSTRY (2016-2030)
TABLE 031. N CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY (2016-2030)
TABLE 032. EASTERN EUROPE CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT (2016-2030)
TABLE 033. EASTERN EUROPE CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE (2016-2030)
TABLE 034. EASTERN EUROPE CLOUD-BASED CONTACT CENTER MARKET, BY FORM (2016-2030)
TABLE 035. EASTERN EUROPE CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE (2016-2030)
TABLE 036. EASTERN EUROPE CLOUD-BASED CONTACT CENTER MARKET, BY INDUSTRY (2016-2030)
TABLE 037. CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY (2016-2030)
TABLE 038. WESTERN EUROPE CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT (2016-2030)
TABLE 039. WESTERN EUROPE CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE (2016-2030)
TABLE 040. WESTERN EUROPE CLOUD-BASED CONTACT CENTER MARKET, BY FORM (2016-2030)
TABLE 041. WESTERN EUROPE CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE (2016-2030)
TABLE 042. WESTERN EUROPE CLOUD-BASED CONTACT CENTER MARKET, BY INDUSTRY (2016-2030)
TABLE 043. CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY (2016-2030)
TABLE 044. ASIA PACIFIC CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT (2016-2030)
TABLE 045. ASIA PACIFIC CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE (2016-2030)
TABLE 046. ASIA PACIFIC CLOUD-BASED CONTACT CENTER MARKET, BY FORM (2016-2030)
TABLE 047. ASIA PACIFIC CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE (2016-2030)
TABLE 048. ASIA PACIFIC CLOUD-BASED CONTACT CENTER MARKET, BY INDUSTRY (2016-2030)
TABLE 049. CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY (2016-2030)
TABLE 050. MIDDLE EAST & AFRICA CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT (2016-2030)
TABLE 051. MIDDLE EAST & AFRICA CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE (2016-2030)
TABLE 052. MIDDLE EAST & AFRICA CLOUD-BASED CONTACT CENTER MARKET, BY FORM (2016-2030)
TABLE 053. MIDDLE EAST & AFRICA CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE (2016-2030)
TABLE 054. MIDDLE EAST & AFRICA CLOUD-BASED CONTACT CENTER MARKET, BY INDUSTRY (2016-2030)
TABLE 055. CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY (2016-2030)
TABLE 056. SOUTH AMERICA CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT (2016-2030)
TABLE 057. SOUTH AMERICA CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODE (2016-2030)
TABLE 058. SOUTH AMERICA CLOUD-BASED CONTACT CENTER MARKET, BY FORM (2016-2030)
TABLE 059. SOUTH AMERICA CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE (2016-2030)
TABLE 060. SOUTH AMERICA CLOUD-BASED CONTACT CENTER MARKET, BY INDUSTRY (2016-2030)
TABLE 061. CLOUD-BASED CONTACT CENTER MARKET, BY COUNTRY (2016-2030)
TABLE 062. SERENOVA (UNITED STATE): SNAPSHOT
TABLE 063. SERENOVA (UNITED STATE): BUSINESS PERFORMANCE
TABLE 064. SERENOVA (UNITED STATE): PRODUCT PORTFOLIO
TABLE 065. SERENOVA (UNITED STATE): KEY STRATEGIC MOVES AND DEVELOPMENTS
TABLE 065. CONTENT GURU (UNITED STATE): SNAPSHOT
TABLE 066. CONTENT GURU (UNITED STATE): BUSINESS PERFORMANCE
TABLE 067. CONTENT GURU (UNITED STATE): PRODUCT PORTFOLIO
TABLE 068. CONTENT GURU (UNITED STATE): KEY STRATEGIC MOVES AND DEVELOPMENTS
TABLE 068. GENESYS TELECOMMUNICATIONS LABORATORIES: SNAPSHOT
TABLE 069. GENESYS TELECOMMUNICATIONS LABORATORIES: BUSINESS PERFORMANCE
TABLE 070. GENESYS TELECOMMUNICATIONS LABORATORIES: PRODUCT PORTFOLIO
TABLE 071. GENESYS TELECOMMUNICATIONS LABORATORIES: KEY STRATEGIC MOVES AND DEVELOPMENTS
TABLE 071. INC. (UNITED STATES): SNAPSHOT
TABLE 072. INC. (UNITED STATES): BUSINESS PERFORMANCE
TABLE 073. INC. (UNITED STATES): PRODUCT PORTFOLIO
TABLE 074. INC. (UNITED STATES): KEY STRATEGIC MOVES AND DEVELOPMENTS
TABLE 074. AMEYO (INDIA): SNAPSHOT
TABLE 075. AMEYO (INDIA): BUSINESS PERFORMANCE
TABLE 076. AMEYO (INDIA): PRODUCT PORTFOLIO
TABLE 077. AMEYO (INDIA): KEY STRATEGIC MOVES AND DEVELOPMENTS
TABLE 077. SERVETEL (INDIA): SNAPSHOT
TABLE 078. SERVETEL (INDIA): BUSINESS PERFORMANCE
TABLE 079. SERVETEL (INDIA): PRODUCT PORTFOLIO
TABLE 080. SERVETEL (INDIA): KEY STRATEGIC MOVES AND DEVELOPMENTS
TABLE 080. NEODOVE (INDIA): SNAPSHOT
TABLE 081. NEODOVE (INDIA): BUSINESS PERFORMANCE
TABLE 082. NEODOVE (INDIA): PRODUCT PORTFOLIO
TABLE 083. NEODOVE (INDIA): KEY STRATEGIC MOVES AND DEVELOPMENTS
TABLE 083. ALVARIA (UNITED STATES): SNAPSHOT
TABLE 084. ALVARIA (UNITED STATES): BUSINESS PERFORMANCE
TABLE 085. ALVARIA (UNITED STATES): PRODUCT PORTFOLIO
TABLE 086. ALVARIA (UNITED STATES): KEY STRATEGIC MOVES AND DEVELOPMENTS
TABLE 086. AIRCALL SAS (UNITED STATES): SNAPSHOT
TABLE 087. AIRCALL SAS (UNITED STATES): BUSINESS PERFORMANCE
TABLE 088. AIRCALL SAS (UNITED STATES): PRODUCT PORTFOLIO
TABLE 089. AIRCALL SAS (UNITED STATES): KEY STRATEGIC MOVES AND DEVELOPMENTS
TABLE 089. RINGCENTRAL: SNAPSHOT
TABLE 090. RINGCENTRAL: BUSINESS PERFORMANCE
TABLE 091. RINGCENTRAL: PRODUCT PORTFOLIO
TABLE 092. RINGCENTRAL: KEY STRATEGIC MOVES AND DEVELOPMENTS
TABLE 092. INC. (UNITED STATES): SNAPSHOT
TABLE 093. INC. (UNITED STATES): BUSINESS PERFORMANCE
TABLE 094. INC. (UNITED STATES): PRODUCT PORTFOLIO
TABLE 095. INC. (UNITED STATES): KEY STRATEGIC MOVES AND DEVELOPMENTS
TABLE 095. AMAZON WEB SERVICES: SNAPSHOT
TABLE 096. AMAZON WEB SERVICES: BUSINESS PERFORMANCE
TABLE 097. AMAZON WEB SERVICES: PRODUCT PORTFOLIO
TABLE 098. AMAZON WEB SERVICES: KEY STRATEGIC MOVES AND DEVELOPMENTS
TABLE 098. INC. (UNITED STATES): SNAPSHOT
TABLE 099. INC. (UNITED STATES): BUSINESS PERFORMANCE
TABLE 100. INC. (UNITED STATES): PRODUCT PORTFOLIO
TABLE 101. INC. (UNITED STATES): KEY STRATEGIC MOVES AND DEVELOPMENTS
TABLE 101. METASWITCH NETWORKS LTD. (UNITED KINGDOM): SNAPSHOT
TABLE 102. METASWITCH NETWORKS LTD. (UNITED KINGDOM): BUSINESS PERFORMANCE
TABLE 103. METASWITCH NETWORKS LTD. (UNITED KINGDOM): PRODUCT PORTFOLIO
TABLE 104. METASWITCH NETWORKS LTD. (UNITED KINGDOM): KEY STRATEGIC MOVES AND DEVELOPMENTS
TABLE 104. VOCALCOM GROUP (FRANCE): SNAPSHOT
TABLE 105. VOCALCOM GROUP (FRANCE): BUSINESS PERFORMANCE
TABLE 106. VOCALCOM GROUP (FRANCE): PRODUCT PORTFOLIO
TABLE 107. VOCALCOM GROUP (FRANCE): KEY STRATEGIC MOVES AND DEVELOPMENTS
TABLE 107. CISCO SYSTEMS: SNAPSHOT
TABLE 108. CISCO SYSTEMS: BUSINESS PERFORMANCE
TABLE 109. CISCO SYSTEMS: PRODUCT PORTFOLIO
TABLE 110. CISCO SYSTEMS: KEY STRATEGIC MOVES AND DEVELOPMENTS
TABLE 110. INC. (UNITED STATES): SNAPSHOT
TABLE 111. INC. (UNITED STATES): BUSINESS PERFORMANCE
TABLE 112. INC. (UNITED STATES): PRODUCT PORTFOLIO
TABLE 113. INC. (UNITED STATES): KEY STRATEGIC MOVES AND DEVELOPMENTS
TABLE 113. FIVE9: SNAPSHOT
TABLE 114. FIVE9: BUSINESS PERFORMANCE
TABLE 115. FIVE9: PRODUCT PORTFOLIO
TABLE 116. FIVE9: KEY STRATEGIC MOVES AND DEVELOPMENTS
TABLE 116. INC. (UNITED STATES): SNAPSHOT
TABLE 117. INC. (UNITED STATES): BUSINESS PERFORMANCE
TABLE 118. INC. (UNITED STATES): PRODUCT PORTFOLIO
TABLE 119. INC. (UNITED STATES): KEY STRATEGIC MOVES AND DEVELOPMENTS
TABLE 119. ORACLE CORPORATION (UNITED STATES): SNAPSHOT
TABLE 120. ORACLE CORPORATION (UNITED STATES): BUSINESS PERFORMANCE
TABLE 121. ORACLE CORPORATION (UNITED STATES): PRODUCT PORTFOLIO
TABLE 122. ORACLE CORPORATION (UNITED STATES): KEY STRATEGIC MOVES AND DEVELOPMENTS
TABLE 122. EXOTEL TECHCOM PVT. LTD. (INDIA): SNAPSHOT
TABLE 123. EXOTEL TECHCOM PVT. LTD. (INDIA): BUSINESS PERFORMANCE
TABLE 124. EXOTEL TECHCOM PVT. LTD. (INDIA): PRODUCT PORTFOLIO
TABLE 125. EXOTEL TECHCOM PVT. LTD. (INDIA): KEY STRATEGIC MOVES AND DEVELOPMENTS
TABLE 125. TCN INC. (UNITED STATES): SNAPSHOT
TABLE 126. TCN INC. (UNITED STATES): BUSINESS PERFORMANCE
TABLE 127. TCN INC. (UNITED STATES): PRODUCT PORTFOLIO
TABLE 128. TCN INC. (UNITED STATES): KEY STRATEGIC MOVES AND DEVELOPMENTS
TABLE 128. AVAYA INC. (UNITED STATES): SNAPSHOT
TABLE 129. AVAYA INC. (UNITED STATES): BUSINESS PERFORMANCE
TABLE 130. AVAYA INC. (UNITED STATES): PRODUCT PORTFOLIO
TABLE 131. AVAYA INC. (UNITED STATES): KEY STRATEGIC MOVES AND DEVELOPMENTS
TABLE 131. NICE LTD. (ISRAEL): SNAPSHOT
TABLE 132. NICE LTD. (ISRAEL): BUSINESS PERFORMANCE
TABLE 133. NICE LTD. (ISRAEL): PRODUCT PORTFOLIO
TABLE 134. NICE LTD. (ISRAEL): KEY STRATEGIC MOVES AND DEVELOPMENTS
TABLE 134. TATA CONSULTANCY SERVICES LIMITED. (INDIA): SNAPSHOT
TABLE 135. TATA CONSULTANCY SERVICES LIMITED. (INDIA): BUSINESS PERFORMANCE
TABLE 136. TATA CONSULTANCY SERVICES LIMITED. (INDIA): PRODUCT PORTFOLIO
TABLE 137. TATA CONSULTANCY SERVICES LIMITED. (INDIA): KEY STRATEGIC MOVES AND DEVELOPMENTS
TABLE 137. 3CLOGIC SOFTWARE: SNAPSHOT
TABLE 138. 3CLOGIC SOFTWARE: BUSINESS PERFORMANCE
TABLE 139. 3CLOGIC SOFTWARE: PRODUCT PORTFOLIO
TABLE 140. 3CLOGIC SOFTWARE: KEY STRATEGIC MOVES AND DEVELOPMENTS
TABLE 140. INC. (MARYLAND): SNAPSHOT
TABLE 141. INC. (MARYLAND): BUSINESS PERFORMANCE
TABLE 142. INC. (MARYLAND): PRODUCT PORTFOLIO
TABLE 143. INC. (MARYLAND): KEY STRATEGIC MOVES AND DEVELOPMENTS
TABLE 143. ASPECT SOFTWARE INC. (INDIA): SNAPSHOT
TABLE 144. ASPECT SOFTWARE INC. (INDIA): BUSINESS PERFORMANCE
TABLE 145. ASPECT SOFTWARE INC. (INDIA): PRODUCT PORTFOLIO
TABLE 146. ASPECT SOFTWARE INC. (INDIA): KEY STRATEGIC MOVES AND DEVELOPMENTS
TABLE 146. TALKDESK INC (UNITED STATES): SNAPSHOT
TABLE 147. TALKDESK INC (UNITED STATES): BUSINESS PERFORMANCE
TABLE 148. TALKDESK INC (UNITED STATES): PRODUCT PORTFOLIO
TABLE 149. TALKDESK INC (UNITED STATES): KEY STRATEGIC MOVES AND DEVELOPMENTS
TABLE 149. WORLDLINE (FRANCE): SNAPSHOT
TABLE 150. WORLDLINE (FRANCE): BUSINESS PERFORMANCE
TABLE 151. WORLDLINE (FRANCE): PRODUCT PORTFOLIO
TABLE 152. WORLDLINE (FRANCE): KEY STRATEGIC MOVES AND DEVELOPMENTS
TABLE 152. 8X8: SNAPSHOT
TABLE 153. 8X8: BUSINESS PERFORMANCE
TABLE 154. 8X8: PRODUCT PORTFOLIO
TABLE 155. 8X8: KEY STRATEGIC MOVES AND DEVELOPMENTS
TABLE 155. INC. (UNITED STATES): SNAPSHOT
TABLE 156. INC. (UNITED STATES): BUSINESS PERFORMANCE
TABLE 157. INC. (UNITED STATES): PRODUCT PORTFOLIO
TABLE 158. INC. (UNITED STATES): KEY STRATEGIC MOVES AND DEVELOPMENTS
TABLE 158. OTHER MAJOR PLAYERS.: SNAPSHOT
TABLE 159. OTHER MAJOR PLAYERS.: BUSINESS PERFORMANCE
TABLE 160. OTHER MAJOR PLAYERS.: PRODUCT PORTFOLIO
TABLE 161. OTHER MAJOR PLAYERS.: KEY STRATEGIC MOVES AND DEVELOPMENTS

LIST OF FIGURES

FIGURE 001. YEARS CONSIDERED FOR ANALYSIS
FIGURE 002. SCOPE OF THE STUDY
FIGURE 003. CLOUD-BASED CONTACT CENTER MARKET OVERVIEW BY REGIONS
FIGURE 004. PORTER'S FIVE FORCES ANALYSIS
FIGURE 005. BARGAINING POWER OF SUPPLIERS
FIGURE 006. COMPETITIVE RIVALRYFIGURE 007. THREAT OF NEW ENTRANTS
FIGURE 008. THREAT OF SUBSTITUTES
FIGURE 009. VALUE CHAIN ANALYSIS
FIGURE 010. PESTLE ANALYSIS
FIGURE 011. CLOUD-BASED CONTACT CENTER MARKET OVERVIEW BY COMPONENT
FIGURE 012. SOLUTIONS MARKET OVERVIEW (2016-2030)
FIGURE 013. SERVICES MARKET OVERVIEW (2016-2030)
FIGURE 014. CLOUD-BASED CONTACT CENTER MARKET OVERVIEW BY DEPLOYMENT MODE
FIGURE 015. PUBLIC & PRIVATE MARKET OVERVIEW (2016-2030)
FIGURE 016. CLOUD & HYBRID MARKET OVERVIEW (2016-2030)
FIGURE 017. CLOUD-BASED CONTACT CENTER MARKET OVERVIEW BY FORM
FIGURE 018. GRANULAR MARKET OVERVIEW (2016-2030)
FIGURE 019. POWDER MARKET OVERVIEW (2016-2030)
FIGURE 020. LIQUID MARKET OVERVIEW (2016-2030)
FIGURE 021. CLOUD-BASED CONTACT CENTER MARKET OVERVIEW BY ORGANIZATION SIZE
FIGURE 022. LARGE ORGANIZATIONS MARKET OVERVIEW (2016-2030)
FIGURE 023. SMALL MARKET OVERVIEW (2016-2030)
FIGURE 024. MEDIUM-SIZED ORGANIZATIONS MARKET OVERVIEW (2016-2030)
FIGURE 025. CLOUD-BASED CONTACT CENTER MARKET OVERVIEW BY INDUSTRY
FIGURE 026. BFSI MARKET OVERVIEW (2016-2030)
FIGURE 027. TELECOMMUNICATIONS MARKET OVERVIEW (2016-2030)
FIGURE 028. HEALTHCARE MARKET OVERVIEW (2016-2030)
FIGURE 029. RETAIL & CONSUMER GOODS MARKET OVERVIEW (2016-2030)
FIGURE 030. NORTH AMERICA CLOUD-BASED CONTACT CENTER MARKET OVERVIEW BY COUNTRY (2016-2030)
FIGURE 031. EASTERN EUROPE CLOUD-BASED CONTACT CENTER MARKET OVERVIEW BY COUNTRY (2016-2030)
FIGURE 032. WESTERN EUROPE CLOUD-BASED CONTACT CENTER MARKET OVERVIEW BY COUNTRY (2016-2030)
FIGURE 033. ASIA PACIFIC CLOUD-BASED CONTACT CENTER MARKET OVERVIEW BY COUNTRY (2016-2030)
FIGURE 034. MIDDLE EAST & AFRICA CLOUD-BASED CONTACT CENTER MARKET OVERVIEW BY COUNTRY (2016-2030)
FIGURE 035. SOUTH AMERICA CLOUD-BASED CONTACT CENTER MARKET OVERVIEW BY COUNTRY (2016-2030)