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Cloud-based Contact Center Market Size to Grow by USD 27.02 billion | Dominant players include 8x8 Inc., Amazon.com Inc. and Cisco Systems Inc. among others | Technavio

PR Newswire ·  {{timeTz}}

NEW YORK, June 30, 2022 /PRNewswire/ -- The market analysis report titled Cloud-based Contact Center Market by Component and Geography - Forecast and Analysis 2022-2026 has been added to Technavio's latest offerings. The report estimates the market to witness an accelerating growth momentum at a CAGR of 19.97% from 2021 to 2026. The report also claims the market potential growth difference to value USD 27.02 billion during the projected period. The rising adoption of cloud-based contact centers coupled with the increasing popularity of social, mobile, analytics, and cloud (SMAC) technologies will propel the market growth positively in the upcoming years. However, the intgeration of mobility with existing skills will emerge as a major restraint for the cloud-based contact center market during the forecast period.

Technavio has announced its latest market research report titled Cloud-based Contact Center Market by Component and Geography - Forecast and Analysis 2022-2026

Unlock YOY growth variance analysis and other market growth contributing factors. Read Sample Report!

Cloud-based Contact Center Market Vendor Landscape

The market is fragmented, and the degree of fragmentation will accelerate during the forecast period. Competitors have to focus on differentiating their product offerings with unique value propositions to strengthen their foothold in the market.

Market vendors also have to leverage the existing growth prospects in the fast-growing segments, while maintaining their positions in the slow-growing segments. Vendors are also deploying growth strategies such as focusing on differentiating themselves based on service qualities and innovations to compete in the market.

The cloud-based contact center market forecast report offers in-depth insights into key vendor profiles. The profiles include information on the production, sustainability, and prospects of the leading companies.

3CLogic Inc., 8x8 Inc., Alvaria Inc., Amazon.com Inc., Ameyo Pvt Ltd., Avaya Holdings Corp., Cisco Systems Inc., Enghouse Systems Ltd., Evolve IP LLC, Five9 Inc., Genesys Telecommunications Laboratories Inc., Lifesize Inc., NICE Ltd., Nubitel, Redwood Technologies Group Ltd., RingCentral Inc., Talkdesk Inc., Twilio Inc., Vocalcom Group, and Vonage Holdings Corp. are among some of the major market participants.

Top Market Players and their Offerings:

  • 8x8 Inc.: The company offers secure cloud contact center solution that makes it easy to connect and collaborate with agents and strengthen experiences for optimal customer success.
  • Amazon.com Inc.: The company offers cloud based contact center products such as Amazon Connect.
  • Cisco Systems Inc.: The company offers scalable and flexible cloud contact center solution can help businesses of all sizes provide exceptional customer experiences.
  • Five9 Inc.: The company offers cloud contact center that enables you to engage customers on their channel of choice, streamline your operations, and use the power of practical AI, automation, and the cloud to increase your business agility and exceed your customers' expectations.
  • Genesys Telecommunications Laboratories Inc.: The company offers cloud contact center products such as Genesys Cloud CX, Genesys Multicloud CX, and Genesys Dx.

Want to know more about the key product offerings of other contributing vendors, Request for Sample Report

Cloud-based Contact Center Market Revenue-Generating Segment Highlights

  • Component
    • Solutions: The solutions segment captured the largest cloud-based contact center market share in 2021. The segment will continue to account for the highest revenue throughout the forecast period. The growth of this segment is attributed to the growing demand and awareness among public and private enterprises have enhanced the scalability and agility of operations.
    • Services
  • Geography
    • North America: 39% of the market's growth will originate from North America during the forecast period. The US is the key market for cloud-based contact center in North America. The growing number of data center businesses, startups, and customers willing to adopt new technologies will propel the cloud-based contact center market growth in North America over the forecast period.
    • Europe
    • APAC
    • South America
    • Middle East And Africa

Get Segment-based Contribution with this report as you Download Report Sample

Cloud-based Contact Center Market Scope

Technavio categorizes the global cloud-based contact center market as a part of the global IT consulting and other services market within the global IT services market. Technavio presents a detailed picture of the market by the way of study, synthesis, and summation of data from multiple sources. The cloud-based contact center market report covers the following areas:

  • Cloud-based Contact Center Market Size
  • Cloud-based Contact Center Market Trends
  • Cloud-based Contact Center Market Industry Analysis

Cloud-based Contact Center Market Takeways

  • CAGR of the market during the forecast period 2022-2026
  • Detailed information on factors that will assist cloud-based contact center market growth during the next five years
  • Estimation of the cloud-based contact center market size and its contribution to the parent market
  • Predictions on upcoming trends and changes in consumer behavior
  • The growth of the cloud-based contact center market
  • Analysis of the market's competitive landscape and detailed information on vendors
  • Comprehensive details of factors that will challenge the growth of cloud-based contact center market, vendors

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Cloud-based Contact Center Market Scope

Report Coverage

Details

Page number

120

Base year

2021

Forecast period

2022-2026

Growth momentum & CAGR

Accelerate at a CAGR of 19.97%

Market growth 2022-2026

$ 27.02 billion

Market structure

Fragmented

YoY growth (%)

19.35

Regional analysis

North America, Europe, APAC, South America, and Middle East and Africa

Performing market contribution

North America at 39%

Key consumer countries

US, China, Japan, UK, and Germany

Competitive landscape

Leading companies, competitive strategies, consumer engagement scope

Companies profiled

3CLogic Inc., 8x8 Inc., Alvaria Inc., Amazon.com Inc., Ameyo Pvt Ltd., Avaya Holdings Corp., Cisco Systems Inc., Enghouse Systems Ltd., Evolve IP LLC, Five9 Inc., Genesys Telecommunications Laboratories Inc., Lifesize Inc., NICE Ltd., Nubitel, Redwood Technologies Group Ltd., RingCentral Inc., Talkdesk Inc., Twilio Inc., Vocalcom Group, and Vonage Holdings Corp.

Market Dynamics

Parent market analysis, Market growth inducers and obstacles, Fast-growing and slow-growing segment analysis, COVID 19 impact and future consumer dynamics, market condition analysis for the forecast period,

Customization purview

If our report has not included the data that you are looking for, you can reach out to our analysts and get segments customized.

Table of Contents:

1 Executive Summary

  • 1.1 Market overview
    • Exhibit 01: Executive Summary – Chart on Market Overview
    • Exhibit 02: Executive Summary – Data Table on Market Overview
    • Exhibit 03: Executive Summary – Chart on Global Market Characteristics
    • Exhibit 04: Executive Summary – Chart on Market by Geography
    • Exhibit 05: Executive Summary – Chart on Market Segmentation by Component
    • Exhibit 06: Executive Summary – Chart on Incremental Growth
    • Exhibit 07: Executive Summary – Data Table on Incremental Growth
    • Exhibit 08: Executive Summary – Chart on Vendor Market Positioning

2 Market Landscape

  • 2.1 Market ecosystem
    • Exhibit 09: Parent market
    • Exhibit 10: Market Characteristics

3 Market Sizing

  • 3.1 Market definition
    • Exhibit 11: Offerings of vendors included in the market definition
  • 3.2 Market segment analysis
    • Exhibit 12: Market segments
  • 3.3 Market size 2021
  • 3.4 Market outlook: Forecast for 2021-2026
    • Exhibit 13: Chart on Global - Market size and forecast 2021-2026 ($ billion)
    • Exhibit 14: Data Table on Global - Market size and forecast 2021-2026 ($ billion)
    • Exhibit 15: Chart on Global Market: Year-over-year growth 2021-2026 (%)
    • Exhibit 16: Data Table on Global Market: Year-over-year growth 2021-2026 (%)

4 Five Forces Analysis

  • 4.1 Five forces summary
    • Exhibit 17: Five forces analysis - Comparison between 2021 and 2026
  • 4.2 Bargaining power of buyers
    • Exhibit 18: Chart on Bargaining power of buyers – Impact of key factors 2021 and 2026
  • 4.3 Bargaining power of suppliers
    • Exhibit 19: Bargaining power of suppliers – Impact of key factors in 2021 and 2026
  • 4.4 Threat of new entrants
    • Exhibit 20: Threat of new entrants – Impact of key factors in 2021 and 2026
  • 4.5 Threat of substitutes
    • Exhibit 21: Threat of substitutes – Impact of key factors in 2021 and 2026
  • 4.6 Threat of rivalry
    • Exhibit 22: Threat of rivalry – Impact of key factors in 2021 and 2026
  • 4.7 Market condition
    • Exhibit 23: Chart on Market condition - Five forces 2021 and 2026

5 Market Segmentation by Component

  • 5.1 Market segments
    • Exhibit 24: Chart on Component - Market share 2021-2026 (%)
    • Exhibit 25: Data Table on Component - Market share 2021-2026 (%)
  • 5.2 Comparison by Component
    • Exhibit 26: Chart on Comparison by Component
    • Exhibit 27: Data Table on Comparison by Component
  • 5.3 Solutions - Market size and forecast 2021-2026
    • Exhibit 28: Chart on Solutions - Market size and forecast 2021-2026 ($ billion)
    • Exhibit 29: Data Table on Solutions - Market size and forecast 2021-2026 ($ billion)
    • Exhibit 30: Chart on Solutions - Year-over-year growth 2021-2026 (%)
    • Exhibit 31: Data Table on Solutions - Year-over-year growth 2021-2026 (%)
  • 5.4 Services - Market size and forecast 2021-2026
    • Exhibit 32: Chart on Services - Market size and forecast 2021-2026 ($ billion)
    • Exhibit 33: Data Table on Services - Market size and forecast 2021-2026 ($ billion)
    • Exhibit 34: Chart on Services - Year-over-year growth 2021-2026 (%)
    • Exhibit 35: Data Table on Services - Year-over-year growth 2021-2026 (%)
  • 5.5 Market opportunity by Component
    • Exhibit 36: Market opportunity by Component ($ billion)

6 Customer Landscape

  • 6.1 Customer landscape overview
    • Exhibit 37: Analysis of price sensitivity, lifecycle, customer purchase basket, adoption rates, and purchase criteria

7 Geographic Landscape

  • 7.1 Geographic segmentation
    • Exhibit 38: Chart on Market share by geography 2021-2026 (%)
    • Exhibit 39: Data Table on Market share by geography 2021-2026 (%)
  • 7.2 Geographic comparison
    • Exhibit 40: Chart on Geographic comparison
    • Exhibit 41: Data Table on Geographic comparison
  • 7.3 North America - Market size and forecast 2021-2026
    • Exhibit 42: Chart on North America - Market size and forecast 2021-2026 ($ billion)
    • Exhibit 43: Data Table on North America - Market size and forecast 2021-2026 ($ billion)
    • Exhibit 44: Chart on North America - Year-over-year growth 2021-2026 (%)
    • Exhibit 45: Data Table on North America - Year-over-year growth 2021-2026 (%)
  • 7.4 Europe - Market size and forecast 2021-2026
    • Exhibit 46: Chart on Europe - Market size and forecast 2021-2026 ($ billion)
    • Exhibit 47: Data Table on Europe - Market size and forecast 2021-2026 ($ billion)
    • Exhibit 48: Chart on Europe - Year-over-year growth 2021-2026 (%)
    • Exhibit 49: Data Table on Europe - Year-over-year growth 2021-2026 (%)
  • 7.5 APAC - Market size and forecast 2021-2026
    • Exhibit 50: Chart on APAC - Market size and forecast 2021-2026 ($ billion)
    • Exhibit 51: Data Table on APAC - Market size and forecast 2021-2026 ($ billion)
    • Exhibit 52: Chart on APAC - Year-over-year growth 2021-2026 (%)
    • Exhibit 53: Data Table on APAC - Year-over-year growth 2021-2026 (%)
  • 7.6 South America - Market size and forecast 2021-2026
    • Exhibit 54: Chart on South America - Market size and forecast 2021-2026 ($ billion)
    • Exhibit 55: Data Table on South America - Market size and forecast 2021-2026 ($ billion)
    • Exhibit 56: Chart on South America - Year-over-year growth 2021-2026 (%)
    • Exhibit 57: Data Table on South America - Year-over-year growth 2021-2026 (%)
  • 7.7 Middle East and Africa - Market size and forecast 2021-2026
    • Exhibit 58: Chart on Middle East and Africa - Market size and forecast 2021-2026 ($ billion)
    • Exhibit 59: Data Table on Middle East and Africa - Market size and forecast 2021-2026 ($ billion)
    • Exhibit 60: Chart on Middle East and Africa - Year-over-year growth 2021-2026 (%)
    • Exhibit 61: Data Table on Middle East and Africa - Year-over-year growth 2021-2026 (%)
  • 7.8 US - Market size and forecast 2021-2026
    • Exhibit 62: Chart on US - Market size and forecast 2021-2026 ($ billion)
    • Exhibit 63: Data Table on US - Market size and forecast 2021-2026 ($ billion)
    • Exhibit 64: Chart on US - Year-over-year growth 2021-2026 (%)
    • Exhibit 65: Data Table on US - Year-over-year growth 2021-2026 (%)
  • 7.9 China - Market size and forecast 2021-2026
    • Exhibit 66: Chart on China - Market size and forecast 2021-2026 ($ billion)
    • Exhibit 67: Data Table on China - Market size and forecast 2021-2026 ($ billion)
    • Exhibit 68: Chart on China - Year-over-year growth 2021-2026 (%)
    • Exhibit 69: Data Table on China - Year-over-year growth 2021-2026 (%)
  • 7.10 UK - Market size and forecast 2021-2026
    • Exhibit 70: Chart on UK - Market size and forecast 2021-2026 ($ billion)
    • Exhibit 71: Data Table on UK - Market size and forecast 2021-2026 ($ billion)
    • Exhibit 72: Chart on UK - Year-over-year growth 2021-2026 (%)
    • Exhibit 73: Data Table on UK - Year-over-year growth 2021-2026 (%)
  • 7.11 Germany - Market size and forecast 2021-2026
    • Exhibit 74: Chart on Germany - Market size and forecast 2021-2026 ($ billion)
    • Exhibit 75: Data Table on Germany - Market size and forecast 2021-2026 ($ billion)
    • Exhibit 76: Chart on Germany - Year-over-year growth 2021-2026 (%)
    • Exhibit 77: Data Table on Germany - Year-over-year growth 2021-2026 (%)
  • 7.12 Japan - Market size and forecast 2021-2026
    • Exhibit 78: Chart on Japan - Market size and forecast 2021-2026 ($ billion)
    • Exhibit 79: Data Table on Japan - Market size and forecast 2021-2026 ($ billion)
    • Exhibit 80: Chart on Japan - Year-over-year growth 2021-2026 (%)
    • Exhibit 81: Data Table on Japan - Year-over-year growth 2021-2026 (%)
  • 7.13 Market opportunity by geography
    • Exhibit 82: Market opportunity by geography ($ billion)

8 Drivers, Challenges, and Trends

  • 8.1 Market drivers
  • 8.2 Market challenges
  • 8.3 Impact of drivers and challenges
    • Exhibit 83: Impact of drivers and challenges in 2021 and 2026
  • 8.4 Market trends

9 Vendor Landscape

  • 9.1 Overview
  • 9.2 Vendor landscape
    • Exhibit 84: Overview on Criticality of inputs and Factors of differentiation
  • 9.3 Landscape disruption
    • Exhibit 85: Overview on factors of disruption
  • 9.4 Industry risks
    • Exhibit 86: Impact of key risks on business

10 Vendor Analysis

  • 10.1 Vendors covered
    • Exhibit 87: Vendors covered
  • 10.2 Market positioning of vendors
    • Exhibit 88: Matrix on vendor position and classification
  • 10.3 8x8 Inc.
    • Exhibit 89: 8x8 Inc. - Overview
    • Exhibit 90: 8x8 Inc. - Product / Service
    • Exhibit 91: 8x8 Inc. - Key offerings
  • 10.4 Amazon.com Inc.
    • Exhibit 92: Amazon.com Inc. - Overview
    • Exhibit 93: Amazon.com Inc. - Business segments
    • Exhibit 94: Amazon.com Inc. - Key news
    • Exhibit 95: Amazon.com Inc. - Key offerings
    • Exhibit 96: Amazon.com Inc. - Segment focus
  • 10.5 Avaya Holdings Corp.
    • Exhibit 97: Avaya Holdings Corp. - Overview
    • Exhibit 98: Avaya Holdings Corp. - Business segments
    • Exhibit 99: Avaya Holdings Corp. - Key offerings
    • Exhibit 100: Avaya Holdings Corp. - Segment focus
  • 10.6 Cisco Systems Inc.
    • Exhibit 101: Cisco Systems Inc. - Overview
    • Exhibit 102: Cisco Systems Inc. - Business segments
    • Exhibit 103: Cisco Systems Inc. - Key news
    • Exhibit 104: Cisco Systems Inc. - Key offerings
    • Exhibit 105: Cisco Systems Inc. - Segment focus
  • 10.7 Five9 Inc.
    • Exhibit 106: Five9 Inc. - Overview
    • Exhibit 107: Five9 Inc. - Product / Service
    • Exhibit 108: Five9 Inc. - Key offerings
  • 10.8 Genesys Telecommunications Laboratories Inc.
    • Exhibit 109: Genesys Telecommunications Laboratories Inc. - Overview
    • Exhibit 110: Genesys Telecommunications Laboratories Inc. - Product / Service
    • Exhibit 111: Genesys Telecommunications Laboratories Inc. - Key offerings
  • 10.9 Lifesize Inc.
    • Exhibit 112: Lifesize Inc. - Overview
    • Exhibit 113: Lifesize Inc. - Product / Service
    • Exhibit 114: Lifesize Inc. - Key offerings
  • 10.10 NICE Ltd.
    • Exhibit 115: NICE Ltd. - Overview
    • Exhibit 116: NICE Ltd. - Business segments
    • Exhibit 117: NICE Ltd. - Key news
    • Exhibit 118: NICE Ltd. - Key offerings
    • Exhibit 119: NICE Ltd. - Segment focus
  • 10.11 Talkdesk Inc.
    • Exhibit 120: Talkdesk Inc. - Overview
    • Exhibit 121: Talkdesk Inc. - Product / Service
    • Exhibit 122: Talkdesk Inc. - Key offerings
  • 10.12 Vonage Holdings Corp.
    • Exhibit 123: Vonage Holdings Corp. - Overview
    • Exhibit 124: Vonage Holdings Corp. - Business segments
    • Exhibit 125: Vonage Holdings Corp. - Key offerings
    • Exhibit 126: Vonage Holdings Corp. - Segment focus

11 Appendix

  • 11.1 Scope of the report
  • 11.2 Inclusions and exclusions checklist
    • Exhibit 127: Inclusions checklist
  • 11.3 Currency conversion rates for US$
    • Exhibit 128: Currency conversion rates for US$
  • 11.4 Research methodology
    • Exhibit 129: Research methodology
    • Exhibit 130: Validation techniques employed for market sizing
    • Exhibit 131: Information sources
  • 11.5 List of abbreviations
    • Exhibit 132: List of abbreviations
About Us

Technavio is a leading global technology research and advisory company. Their research and analysis focus on emerging market trends and provides actionable insights to help businesses identify market opportunities and develop effective strategies to optimize their market positions. With over 500 specialized analysts, Technavio's report library consists of more than 17,000 reports and counting, covering 800 technologies, spanning across 50 countries. Their client base consists of enterprises of all sizes, including more than 100 Fortune 500 companies. This growing client base relies on Technavio's comprehensive coverage, extensive research, and actionable market insights to identify opportunities in existing and potential markets and assess their competitive positions within changing market scenarios.

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UK: +44 203 893 3200
Email: [email protected]
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