Cloud Based Contact Center Market: Rapid Growth Expected, Forecasted to Reach US$ 120 Billion by 2032 with 18.0% CAGR

The cloud-based contact center market revenues were estimated at US$ 23 Billion in 2022 and are anticipated to grow at a CAGR of 18% from 2022 to 2032, according to a recently published Future Market Insights report. By the end of 2032, the market is projected to reach a valuation of US$ 120 Billion.

The service providers specialize in deploying cloud-based systems for use cases that are specialized to particular industries. Implementation services assist clients in quickly achieving their business goals by implementing cloud strategy by planning, acquiring access to existing systems, doing quality assessment and verification, and providing support.

Whether a private cloud, public cloud, or hybrid cloud is used, implementation services guarantee a smooth and secure deployment. Scalability, flexibility for shifting workloads, increased productivity, agility, improved application security, and cost savings are the key factors impacting the expanding demand for cloud migration services.

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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 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 Center in terms of Solution (Automatic Call Distribution , Agent Performance Optimization, Dialers, Interactive Voice Response , Computer Technology Interaction, Reporting And Analytics, Security, Others) Service (Professional Service, Managed Service) 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 Retails
  • 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
  • MEA

About Future Market Insights (FMI):

Future Market Insights, Inc. (ESOMAR certified, recipient of the Stevie Award, and a member of the Greater New York Chamber of Commerce) offers profound insights into the driving factors that are boosting demand in the market. FMI stands as the leading global provider of market intelligence, advisory services, consulting, and events for the Packaging, Food and Beverage, Consumer Technology, Healthcare, Industrial, and Chemicals markets. With a vast team of over 400 analysts worldwide, FMI provides global, regional, and local expertise on diverse domains and industry trends across more than 110 countries.

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