A recently released Future Market Insights study estimates that the Cloud-Based Contact Centre revenues will reach US$ 23 billion in 2022 and will increase at a CAGR of 18% from 2022 to 2032. The market is anticipated to grow to a value of US$ 120 billion by the end of 2032.
The service providers are experts at setting up cloud-based systems for use cases tailored to specific sectors. Implementation services help clients implement cloud strategies by planning, gaining access to existing systems, doing quality evaluation and verification, and offering support. This helps clients achieve their business goals more quickly.
Implementation services ensure a seamless and secure deployment whether a private cloud, public cloud, or hybrid cloud is employed. The main drivers driving the rising demand for cloud migration services include scalability, flexibility for shifting workloads, higher productivity, agility, improved application security, and cost savings.
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The Impact of Covid-19 on Cloud-Based Contact Center Market
With the onset of COVID-19, businesses were able to integrate home workers into the contact center setting owing to virtual contact centers. IVR and automatic call distribution are two examples of technologies that are becoming more widely available as stakeholders in the cloud-based contact center business become more aware of this opportunity. Virtual contact centers are becoming more important as a tool for assuring business resilience and continuity while serving customers and clients.
Competitive Landscape
Players in the market are constantly developing improved analytical solutions as well as extending their product offerings. The companies in Cloud-Based Contact Center market are focused on their alliances, technology collaborations, and product launch strategies.
Some of the recent developments of a key in Cloud-Based Contact Center providers are as follows:
- In March 2022, 8×8 revolutionized the role of the contact center agent by introducing a new 8×8 contact center composed experience. An entirely browser-based, design-driven interface, the 8×8 Agent Workspace provides a personalized and intuitive user experience. The contact center and unified communications features are only found in this one application.
- In February 2021, together, Orange Business Service and the international engineering and service company Kone Corporation moved Kone’s contact center infrastructure to the cloud.
More Insights Available
Future Market Insights, in its new offering, presents an unbiased analysis of the Cloud-Based Contact Center Market, presenting historical market data (2017-2021) and forecast statistics for the period of 2022-2032.
The study reveals extensive growth in Cloud-Based Contact Centers in terms of Solutions (Automatic Call Distribution, Agent Performance Optimization, Dialers, Interactive Voice Response, Computer Technology Interaction, Reporting And Analytics, Security, Others) Services (Professional Service, Managed Services) Application (Call Routing And Queuing, Data Integration And Recording, Chat Quality and Monitoring, Real-Time Decision-Making, Workforce Optimization) Deployment Model (Public Cloud, Private Cloud, Hybrid Cloud) Organization Size(Small And Medium Enterprises, Large Enterprises) Vertical (BFSI, Consumer Goods and Retails, Government and Public Sector, Healthcare and Life Sciences, Manufacturing, Media & Entertainment, Telecommunication, And Information Technology Enabled Services, Others) across five regions (North America, Latin America, Europe, Asia Pacific, and Middle East & Africa).
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Cloud-Based Contact Center Market Segmentation
By Solution:
- Automatic Call Distribution
- Agent Performance Optimization
- Dialers
- Interactive Voice Response
- Computer Technology Interaction
- Reporting and Analytics
- Security
- Others
By Services:
- Professional Service
- Managed Service
By Application:
- Call Routing and Queuing
- Data Integration and Recording
- Chat Quality and Monitoring
- Real-Time Decision-Making
- Workforce Optimization
By Deployment Model:
- Call Routing and Queuing
- Data Integration and Recording
- Chat Quality and Monitoring
- Real-Time Decision-Making
- Workforce Optimization
By Organization Size:
- Small and Medium Enterprises
- Large Enterprises
By Verticals:
- BFSI
- Consumer Goods and Retail
- Government and Public Sector
- Healthcare and Life Sciences
- Manufacturing
- Media & Entertainment
- Telecommunication and Information Technology Enabled Services
- Others
By Region:
- North America
- Latin America
- Europe
- APAC
- META
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Future Market Insights, Inc. (ESOMAR certified, Stevie Award – recipient market research organization and a member of Greater New York Chamber of Commerce) provides in-depth insights into governing factors elevating the demand in the market. It discloses opportunities that will favor the market growth in various segments on the basis of Source, Application, Sales Channel and End Use over the next 10-years.
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