세계의 클라우드 컨택센터 시장 규모 조사 및 예측, 유형별, 서비스별, 최종 사용자별, 지역별 분석(2022-2029년)

Global Cloud Contact Center Market is valued approximately USD 13.56 billion in 2021 and is anticipated to grow with a healthy growth rate of more than 26.1 % over the forecast period 2022-2029. A cloud-based contact center, also known as a virtual contact center or a cloud contact center, is a customer service and support center that operates entirely in the cloud, without the need for physical infrastructure or on-premises equipment. It leverages cloud-based technologies and resources to handle customer interactions through various channels such as phone, email, chat, social media, and more. The Cloud Contact Center market is expanding because of factors such as rising adoption of cloud and growing trend of remote working.

In a cloud-based contact center, all the necessary hardware, software, and data are hosted and managed by a third-party cloud service provider. This eliminates the need for organizations to invest in costly on-premises infrastructure, maintenance, and upgrades. Its prevalence has progressively increased during the last few decades. According to Statista, in 2022, 46 percent of respondents are already running significant workloads on Amazon Web Services (AWS). Furthermore, in 2021, the global cloud applications market had a value of 133.6 billion U.S. dollars and is expected to reach 168.6 billion U.S. dollars by 2025. The cloud applications software market is anticipated to grow at a compound annual growth rate of 4.8%. Another important component driving space increase is the trend of remote working. As per Statista, Respondents in a global survey of CIOs stated that fully remote work will likely transition to hybrid work in the future. Prior to the pandemic, approximately 15 to 16 percent of respondents stated that their companies' workforce worked remotely, and by late 2021, 30% of the participants expected the workforce to work remotely permanently. In addition, in 2021, 73% of employees from a global survey want flexible remote work options to stay post-pandemic. However, vulnerability of Cloud to Cyber-Attacks stifles market growth throughout the forecast period of 2022-2029.

The key regions considered for the Global Cloud Contact Center Market study includes Asia Pacific, North America, Europe, Latin America, and Rest of the World. North America dominated the market in terms of revenue, owing to the rising investments from key market players in the cloud-based deployment. According to Statista, the Public Cloud market of North America is estimated to reach USD 273.40 billion in 2023. Furthermore, Asia Pacific is expected to grow with a highest CAGR during the forecast period, owing to factors such as rising government initiatives in digitization across the region drives a shift toward the cloud contact center model in the market space.

Major market players included in this report are:

• NICE Systems Ltd
• Genesys Telecommunications Laboratories, Inc
• Vonage America, LLC
• Cisco Systems, Inc
• Avaya Holdings Corporation,
• Serenova, LLC
• Alvaria, Inc
• Drishti-soft Solutions Pvt. Ltd.
• Twilio Inc
• NeoDove Technologies Pvt Ltd

Recent Developments in the Market:

• In December 2022 T-Mobile and Cisco collaborates to launch a highly scalable and distributed cloud native fully integrated core gateway. The Un-carrier moved all its 5G and 4G traffic to the new cloud native core gateway, which immediately improved customer performance by more than 10% in both speed and latency. T-operations Mobiles are also simplified by the new converged core gateway, allowing the Un-carrier to shift resources with greater agility and roll out services such as 5G Home Internet. It will also shorten the time to market for new 5G and IoT services such as network slicing and Voice over 5G by allowing T-Mobile to test and deploy new functionality at a higher scale.

Global Cloud Contact Center Market Report Scope:

• Historical Data: 2019-2020-2021
• Base Year for Estimation: 2021
• Forecast period: 2022-2029
• Report Coverage: Revenue forecast, Company Ranking, Competitive Landscape, Growth factors, and Trends
• Segments Covered: Service, End-user, Type, Region
• Regional Scope: North America; Europe; Asia Pacific; Latin America; Rest of the World
• Customization Scope: Free report customization (equivalent up to 8 analyst's working hours) with purchase. Addition or alteration to country, regional & segment scope*

The objective of the study is to define market sizes of different segments & countries in recent years and to forecast the values to the coming years. The report is designed to incorporate both qualitative and quantitative aspects of the industry within countries involved in the study.

The report also caters detailed information about the crucial aspects such as driving factors & challenges which will define the future growth of the market. Additionally, it also incorporates potential opportunities in micro markets for stakeholders to invest along with the detailed analysis of competitive landscape and product offerings of key players. The detailed segments and sub-segment of the market are explained below.

By Type

• Automatic Call Distribution
• Agent Performance Optimization
• Dialers
• Interactive Voice Response
• Others

By Service

• Professional
• Managed

By End-user

• Banking, Financial Services and Insurance
• IT and Telecom
• Media and Entertainment
• Retail
• Others

By Region:

• North America
• U.S.
• Canada
• Europe
• UK
• Germany
• France
• Spain
• Italy
• ROE
• Asia Pacific
• China
• India
• Japan
• Australia
• South Korea
• RoAPAC
• Latin America
• Brazil
• Mexico
• RoLA
• Rest of the World

Table of Contents

Chapter 1. Executive Summary

• 1.1. Market Snapshot
• 1.2. Global & Segmental Market Estimates & Forecasts, 2019-2029 (USD Billion)
  • 1.2.1. Cloud Contact Center Market, by Region, 2019-2029 (USD Billion)
  • 1.2.2. Cloud Contact Center Market, by Type, 2019-2029 (USD Billion)
  • 1.2.3. Cloud Contact Center Market, by Service, 2019-2029 (USD Billion)
  • 1.2.4. Cloud Contact Center Market, by End-user, 2019-2029 (USD Billion)
• 1.3. Key Trends
• 1.4. Estimation Methodology
• 1.5. Research Assumption

Chapter 2. Global Cloud Contact Center Market Definition and Scope

• 2.1. Objective of the Study
• 2.2. Market Definition & Scope
  • 2.2.1. Scope of the Study
  • 2.2.2. Industry Evolution
• 2.3. Years Considered for the Study
• 2.4. Currency Conversion Rates

Chapter 3. Global Cloud Contact Center Market Dynamics

• 3.1. Cloud Contact Center Market Impact Analysis (2019-2029)
  • 3.1.1. Market Drivers
    • 3.1.1.1. Rising adoption of Cloud
    • 3.1.1.2. Growing trend of remote working
  • 3.1.2. Market Challenges
    • 3.1.2.1. Vulnerability of Cloud to Cyber-Attacks
  • 3.1.3. Market Opportunities
    • 3.1.3.1. Rising initiatives from government for Small and medium-sized enterprises
    • 3.1.3.2. Rising adoption of Artificial Intelligence in cloud platforms

Chapter 4. Global Cloud Contact Center Market Industry Analysis

• 4.1. Porter's 5 Force Model
  • 4.1.1. Bargaining Power of Suppliers
  • 4.1.2. Bargaining Power of Buyers
  • 4.1.3. Threat of New Entrants
  • 4.1.4. Threat of Substitutes
  • 4.1.5. Competitive Rivalry
• 4.2. Futuristic Approach to Porter's 5 Force Model (2019-2029)
• 4.3. PEST Analysis
  • 4.3.1. Political
  • 4.3.2. Economical
  • 4.3.3. Social
  • 4.3.4. Technological
• 4.4. Top investment opportunity
• 4.5. Top winning strategies
• 4.6. Industry Experts Prospective
• 4.7. Analyst Recommendation & Conclusion

Chapter 5. Risk Assessment: COVID-19 Impact

• 5.1. Assessment of the overall impact of COVID-19 on the industry
• 5.2. Pre COVID-19 and post COVID-19 Market scenario

Chapter 6. Global Cloud Contact Center Market, by Type

• 6.1. Market Snapshot
• 6.2. Global Cloud Contact Center Market by Type, Performance - Potential Analysis
• 6.3. Global Cloud Contact Center Market Estimates & Forecasts by Type 2019-2029 (USD Billion)
• 6.4. Cloud Contact Center Market, Sub Segment Analysis
  • 6.4.1. Automatic Call Distribution
  • 6.4.2. Agent Performance Optimization
  • 6.4.3. Dialers
  • 6.4.4. Interactive Voice Response
  • 6.4.5. Others

Chapter 7. Global Cloud Contact Center Market, by Service

• 7.1. Market Snapshot
• 7.2. Global Cloud Contact Center Market by Service, Performance - Potential Analysis
• 7.3. Global Cloud Contact Center Market Estimates & Forecasts by Service 2019-2029 (USD Billion)
• 7.4. Cloud Contact Center Market, Sub Segment Analysis
  • 7.4.1. Professional
  • 7.4.2. Managed

Chapter 8. Global Cloud Contact Center Market, by End-user

• 8.1. Market Snapshot
• 8.2. Global Cloud Contact Center Market by End-user, Performance - Potential Analysis
• 8.3. Global Cloud Contact Center Market Estimates & Forecasts by End-user 2019-2029 (USD Billion)
• 8.4. Cloud Contact Center Market, Sub Segment Analysis
  • 8.4.1. Banking, Financial Services and Insurance
  • 8.4.2. IT and Telecom
  • 8.4.3. Media and Entertainment
  • 8.4.4. Retail
  • 8.4.5. Others

Chapter 9. Global Cloud Contact Center Market, Regional Analysis

• 9.1. Cloud Contact Center Market, Regional Market Snapshot
• 9.2. North America Cloud Contact Center Market
  • 9.2.1. U.S. Cloud Contact Center Market
    • 9.2.1.1. Type breakdown estimates & forecasts, 2019-2029
    • 9.2.1.2. Service breakdown estimates & forecasts, 2019-2029
    • 9.2.1.3. End-user breakdown estimates & forecasts, 2019-2029
  • 9.2.2. Canada Cloud Contact Center Market
• 9.3. Europe Cloud Contact Center Market Snapshot
  • 9.3.1. U.K. Cloud Contact Center Market
  • 9.3.2. Germany Cloud Contact Center Market
  • 9.3.3. France Cloud Contact Center Market
  • 9.3.4. Spain Cloud Contact Center Market
  • 9.3.5. Italy Cloud Contact Center Market
  • 9.3.6. Rest of Europe Cloud Contact Center Market
• 9.4. Asia-Pacific Cloud Contact Center Market Snapshot
  • 9.4.1. China Cloud Contact Center Market
  • 9.4.2. India Cloud Contact Center Market
  • 9.4.3. Japan Cloud Contact Center Market
  • 9.4.4. Australia Cloud Contact Center Market
  • 9.4.5. South Korea Cloud Contact Center Market
  • 9.4.6. Rest of Asia Pacific Cloud Contact Center Market
• 9.5. Latin America Cloud Contact Center Market Snapshot
  • 9.5.1. Brazil Cloud Contact Center Market
  • 9.5.2. Mexico Cloud Contact Center Market
  • 9.5.3. Rest of Latin America Cloud Contact Center Market
• 9.6. Rest of The World Cloud Contact Center Market

Chapter 10. Competitive Intelligence

• 10.1. Top Market Strategies
• 10.2. Company Profiles
  • 10.2.1. NICE Systems Ltd
    • 10.2.1.1. Key Information
    • 10.2.1.2. Overview
    • 10.2.1.3. Financial (Subject to Data Availability)
    • 10.2.1.4. Product Summary
    • 10.2.1.5. Recent Developments
  • 10.2.2. Genesys Telecommunications Laboratories, Inc
  • 10.2.3. Vonage America, LLC
  • 10.2.4. Cisco Systems, Inc
  • 10.2.5. Avaya Holdings Corporation
  • 10.2.6. Serenova, LLC
  • 10.2.7. Alvaria, Inc
  • 10.2.8. Drishti-soft Solutions Pvt. Ltd
  • 10.2.9. Twilio Inc
  • 10.2.10. NeoDove Technologies Pvt Ltd

Chapter 11. Research Process

• 11.1. Research Process
  • 11.1.1. Data Mining
  • 11.1.2. Analysis
  • 11.1.3. Market Estimation
  • 11.1.4. Validation
  • 11.1.5. Publishing
• 11.2. Research Attributes
• 11.3. Research Assumption