The new report
titled “Global
Cloud-Based Contact Center Market 2017-2024, By Geography; Solution (ACD,
APO, Dialers, IVR, CTI, Reporting & Analytics); Service Type (Professional
Services, Managed Services); Application; Deployment Model; Organization Size;
Vertical- Industry Trends and Forecast to 2024”, also the Global Cloud-Based
Contact Center Market accounted for USD 6.11 billion in 2016 growing at a CAGR
of 24.3% during the forecast period of 2017 to 2024.
This report consists of below pages:
·
No of pages: 350
·
No of Figures: 60
·
No of Tables: 220
Definition
of Cloud-Based Contact Center Market:
The cloud-based
contact center plays the vital role in contact
center technology sector. The interaction in cloud contact is made through
voice, email, social media and the web accessible from virtually anywhere. It
has its wide application in banking, financial services, and insurance (BFSI),
consumer goods and retail, government and public sector, healthcare and life
sciences, media and entertainment, manufacturing, telecommunication and ITES,
and others. Faster deployment, scalability, and flexibility and cloud
compliance requirements may act as the major driver in the growth of
cloud-based contact center market. On the other hand high initial investment
may hamper the market.
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Summary of Market Drivers and Restraints:
·
Faster deployment, scalability,
and flexibility
·
Cloud compliance requirements
·
Acceptance of home-based work
·
Improved business continuity
·
Risk of information loss
·
High initial investment
·
Premises-based contact center
technology cover large portion
Segmentation
of Cloud-Based Contact Center Market:
The global cloud-based contact center
market is segmented on the basis of solution into automatic call distribution
(ACD), agent performance optimization (APO), dialers, interactive voice
response (IVR), computer telephony integration (CTI), reporting and analytics,
and others.
On the basis of service type, the global cloud-based
contact center market is segmented into professional services, and managed
services.
On the basis of application, the global
cloud-based contact center market is segmented into call routing and queuing,
data integration and recording, chat quality and monitoring, real-time decision
making, and workforce optimization.
On the basis of deployment model, the
global cloud-based contact center market is segmented into public cloud,
private cloud, and hybrid and community cloud.
On the basis of organization size, the
global cloud-based contact center market is segmented into small and medium
enterprises (SMES), and large enterprises.
On the basis of vertical, the global
cloud-based contact center market is segmented into banking, financial
services, and insurance (BFSI), consumer goods and retail, government and
public sector, healthcare and life sciences, media and entertainment,
manufacturing, telecommunication and ITES, and others.
On the basis of geography, the global
cloud-based contact center market report covers data points for 28 countries
across multiple geographies such as North America, South America, Europe,
Asia-Pacific, and Middle East & Africa. Some of the major countries covered
in this report are U.S., Canada, Germany, France, U.K., Netherlands, Switzerland,
Turkey, Russia, China, India, South Korea, Japan, Australia, Singapore, Saudi
Arabia, South Africa, and Brazil among others. In 2017, North America is
expected to dominate the market.
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Competitive Analysis of Cloud-Based Contact Center
Market:
The report for
cloud-based contact center market include detailed vendor level analysis for
market shares in 2016 for Global, North America, Europe, Asia Pacific, Middle
East and Africa and South America specifically. Also impact and development
analysis of key vendors is registered in the market and factored on the basis
of Vendor Positioning Grid Analysis which measures the vendors strengths and
opportunities against present market challenges, measure providers ability to
identify or satisfy present market needs, map providers market vision to
current and upcoming market dynamics among others. The report also measures
technology life line curve and market time line to analyze and do more
affective investments.
Major Competitors:
Some of the
major players of the global cloud-based
contact center market report are:
·
Oracle, 8×8, Inc.
·
Five9, Inc.
·
Cisco Systems, Inc.
·
Genesys, Oracle
·
NICE
·
NewVoiceMedia
·
3CLogic.com
·
Connect First
·
Aspect Software Parent Inc.
·
Five9, Inc., and others.
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