Revolutionizing Customer Service: Future Market Insights’ Cloud-Based Contact Center Market Analysis

Cloud Based Contact Center Market

According to a newly released Future Market Insights study, the Cloud-Based Contact Centre market revenues were expected to be US$ 23 Bn in 2022 and are projected to increase at a CAGR of 18% from 2022 to 2032. The market is anticipated to reach a US$120 billion worth 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.

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.

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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).

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

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About Us

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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About the Author

Nikhil Kaitwade

Associate Vice President at Future Market Insights, Inc. has over a decade of experience in market research and business consulting. He has successfully delivered 1500+ client assignments, predominantly in Automotive, Chemicals, Industrial Equipment, Oil & Gas, and Service industries.
His core competency circles around developing research methodology, creating a unique analysis framework, statistical data models for pricing analysis, competition mapping, and market feasibility analysis. His expertise also extends wide and beyond analysis, advising clients on identifying growth potential in established and niche market segments, investment/divestment decisions, and market entry decision-making.
Nikhil holds an MBA degree in Marketing and IT and a Graduate in Mechanical Engineering. Nikhil has authored several publications and quoted in journals like EMS Now, EPR Magazine, and EE Times.

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