Global Cloud Contact Center Market Overview:
Cloud contact center is a tool and cloud-hosted services designed for contact centers in large size organizations, that need multiple communication channels, agent management, and analytics. The contact center is a facility that handles contact with end customers. In today’s market scenario large size organizations are facing many challenges while handling communications, to overcome these challenges there are various new players are entering this industry. Some of the players profiled in the study are NICE (Israel), Genesys (United States), Five9 (United States), Vonage (United States), Talkdesk (United States), 8x8 (United States), Cisco (United States), Avaya (United States), Serenova (United States) and Content Guru (United Kingdom).
On the basis of geography, the market of Cloud Contact Center has been segmented into South America (Brazil, Argentina, Rest of South America), Asia Pacific (China, Japan, India, South Korea, Taiwan, Australia, Rest of Asia-Pacific), Europe (Germany, France, Italy, United Kingdom, Netherlands, Rest of Europe), MEA (Middle East, Africa), North America (United States, Canada, Mexico). If we see Market by Components, the sub-segment i.e. Solutions will boost the Cloud Contact Center market. Additionally, the rising demand from SMEs and various industry verticals gives enough cushion to market growth. If we see Market by Deployment Mode, the sub-segment i.e. Solutions will boost the Cloud Contact Center market. Additionally, the rising demand from SMEs and various industry verticals gives enough cushion to market growth. If we see Market by Industry Verticals, the sub-segment i.e. BFSI will boost the Cloud Contact Center market. Additionally, the rising demand from SMEs and various industry verticals gives enough cushion to market growth. If we see Market by Organizations Size, the sub-segment i.e. Small and Medium Size Organization will boost the Cloud Contact Center market. Additionally, the rising demand from SMEs and various industry verticals gives enough cushion to market growth.
Market Growth Drivers
- Increase in Adoption of SMAC Technologies
- Increase in Emergence of Social Media in Cloud-Based Contact Center Operations
- Growing Demand for Cloud-Based Contact Centers in the Covid-19 Pandemic
Influencing Trend
- Increase in Investment in Research and Development
- Enhancement in Market Competency
Restraints
- Insufficient Network Bandwidth in the Emerging Economies
- Increasing Occurrence of Cyber-Attacks Impacting Business Operations
Opportunities
- Growing Demand to Analyze Audio Conversations in Real Time
- Rapid Shift Focuses of Enterprises Towards the Work from Home Culture
Challenges
- Increase in Concern Towards Privacy and Data Security Aspects
- Lack of Professional Skilled Labour
Key Market Developments:
In May 2020, Talkdesk Inc. announced the expansion of its workforce engagement management capabilities that helps in managing, developing, and engaging agents throughout the employee lifecycle. The company revealed a platform known as Talkdesk WEM, that is an integrated suite of intelligent, institutive solution. Through this, the company enhances its offering and revenue generation.
The market is fragmented by market-leading players, and the market players are focusing on production technologies, improving efficiency, and service life. The market growth opportunities are captured by tracking the ongoing process improvement and financial flexibility to invest in business growth strategies.
Target Audience:
Venture Capitalists and Private Equity Firms, New Entrants/Investors, Analysts and Strategic Business Planners, Cloud Contact Center Providers, Government Regulatory and Research Organizations and End-Use Industries
Major Objectives Focused through this Study
To define, describe, and forecast the Global Cloud Contact Center market on the basis of product [
] , application [], key regions and end user
To provide in-depth information regarding major influencing factors affecting the growth of the market (trends, drivers, restraints, opportunities, and industry-centric and regional challenges)
To strategically analyse the micro-markets and important business segments with respect to individual growth drivers , market trends and potential, and historical contributions to the total market
Identifying the opportunities in the market for key stakeholders and detailing the competitive landscape for market leaders
To provide market size for various segments of the Cloud Contact Center market with respect to major geographies, namely, South America (Brazil, Argentina, Rest of South America), Asia Pacific (China, Japan, India, South Korea, Taiwan, Australia, Rest of Asia-Pacific), Europe (Germany, France, Italy, United Kingdom, Netherlands, Rest of Europe), MEA (Middle East, Africa), North America (United States, Canada, Mexico)
To strategically profile the key players and analyzing their market shares and core competencies in the Cloud Contact Center industry
To track key developments such as product launches, expansions, agreements, partnerships, mergers & acquisitions, and R&D activities that are key factors in shaping the market
Available Customization:
Data related to EXIM [Export- Import], production & consumption by country or regional level break-up can be provided based on client request**. Additionally, the Players which are also part of the research are Aspect Software (United States), RingCentral (United States) and Enghouse Interactive (United States).
** Confirmation on availability of data would be informed prior purchase
While framing the research framework, major and emerging players operating in the Cloud Contact Center market in various regions have been profiled, and their offerings, geographic footprints, and distribution/sales channels have been analysed through in-depth discussions. The primary research is performed by taking the interviews of executives of various companies dealing in the market as well as using the survey reports, research institute, and latest research reports. Meanwhile, analyst team keeps preparing set of questionnaires and after getting appointee list; the target audience are then tapped and segregated with various mediums and channels that are feasible for making connection that includes email communication, telephonic, skype, LinkedIn Group & InMail, Community Forums, Community Forums, open Survey, SurveyMonkey etc.