クラウドベースコンタクトセンターの世界市場予測(〜2025):コンポーネント別(ソリューション、サービス)、展開モデル別(パブリッククラウド、プライベートクラウド)、組織規模別、産業別(金融、電気通信、小売・消費財)、地域別

【英語タイトル】Cloud-based Contact Center Market by Component (Solutions and Services), Deployment Model (Public Cloud and Private Cloud), Organization Size, Industry (BFSI, Telecommunications, and Retail and Consumer Goods), and Region - Global Forecast to 2025

MarketsandMarketsが出版した調査資料(TC 2662)・商品コード:TC 2662
・発行会社(調査会社):MarketsandMarkets
・発行日:2020年10月27日
・ページ数:280
・レポート言語:英語
・レポート形式:PDF
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・調査対象地域:グローバル
・産業分野:IT
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Marketsandmarkets社はクラウドベースコンタクトセンターの世界市場が2020年115億ドルから2025年361億ドルまで、年平均25.8%成長すると予測しています。本調査レポートでは、クラウドベースコンタクトセンターの世界市場を広く調査・分析し、イントロダクション、調査手法、エグゼクティブサマリー、プレミアムインサイト、市場概要・動向、コンポーネント別(ソリューション、サービス)分析、展開モデル別(パブリッククラウド、プライベートクラウド)分析、組織規模別(大企業、中小企業)分析、産業別(金融、通信、IT、政府・公共、小売り・消費財)分析、地域別分析、競争状況、企業情報などの項目を掲載しています。
・イントロダクション
・調査手法
・エグゼクティブサマリー
・プレミアムインサイト
・市場概要・動向
・クラウドベースコンタクトセンターの世界市場規模:コンポーネント別(ソリューション、サービス)
・クラウドベースコンタクトセンターの世界市場規模:展開モデル別(パブリッククラウド、プライベートクラウド)
・クラウドベースコンタクトセンターの世界市場規模:組織規模別(大企業、中小企業)
・クラウドベースコンタクトセンターの世界市場規模:産業別(金融、通信、IT、政府・公共、小売り・消費財)
・クラウドベースコンタクトセンターの世界市場規模:地域別
・競争状況
・企業情報
【レポートの概要】

“The global cloud-based contact center market size is expected to grow at a Compound Annual Growth Rate (CAGR) of 25.8% during the forecast period, to reach USD 36.1 billion by 2025 from USD 11.5 billion in 2020.” Digital business transformation has entered a more challenging and urgency-driven phase due to the COVID-19 pandemic. Global giants provide customers with cost-effective and productive digital solutions as every industry is economically hard-hit by the pandemic. The sudden shutdowns of organizations and institutions increased the demand for cloud solutions and other online services. The cloud-based contact center market in industries such as IT and ITeS, telecommunications, BFSI, and media and entertainment, has impacted positively due to the work from the home initiative. Cloud-based contact centers are independent of the location they are situated, enabling agents, supervisors, and administrators to access them from anywhere through a phone or by an internet connection. Enterprises across the globe are recovering gradually and are expected to get back on gradually by mid of 2021.

“The omnichannel segment is expected to have the largest market size during the forecast period”
The omnichannel routing solutions comprise digital channels, Interactive Voice Response (IVR), ACD, dialer, and virtual agent. COmnichannel solutions empower to designates certain calls to different agents and locations depending on a variety of factors. Focusing on call routing enables organizations to manage thousands of calls continuously without compromising with customer satisfaction. Moreover, organizations could easily manage spikes in call volume by intelligently distributing calls among multiple contact centers, including remote centers and home-based agents, with the unique omnichannel technology.

“The large enterprise segment is expected to have a larger market share during the forecast period”
The cloud-based contact center market has been segmented based on organization size into Small and Medium-sized Enterprises (SMEs) and large enterprises. The major benefit large enterprises receive with the implementation of cloud transformation is that the cloud services are maintained and supported by the vendors themselves. Moreover, firms could thereby engage their employees in more strategic business tasks. The demand for flexible, scalable, and convenient solutions for large enterprises pushes service providers to come up with new technologies and offer innovative solutions. Hence, the cloud-based contact center market for large enterprises is expected to grow at a significant rate.

“The BFSI industry is expected to hold the largest market share in 2020.”
The BFSI industry is adopting cloud services as it helps save operational costs and offers high business continuity. Banks’ customer information is stored across a variety of systems. Having this information readily available for customer service channels is crucial to meet stated objectives and provide seamless customer experiences. With the help of cloud-based solutions, contact center agents can enhance customer experiences through increased speed and better quality of call resolution. Moreover, a cloud-based contact center ensures business continuity by focusing on issues such as manageability, scalability, and higher efficiency.

“North America to hold the largest market size, and Asia Pacific (APAC) to grow at a higher rate during the forecast period”
North America is estimated to capture the largest market share in 2020, and the trend is expected to continue during the forecast period. Growth in the adoption of cloud-based services in SMEs and large enterprises is expected to drive revenue growth in this region. On the other hand, the cloud-based contact center market in Asia Pacific (APAC) is expected to witness exponential growth and is projected to be one of the fastest-growing regions in the global cloud-based contact center market. This is attributed to the large-scale adoption of cost-effective cloud-based solutions in these regions.

In the process of determining and verifying the market size for several segments and subsegments gathered through secondary research, extensive primary interviews were conducted with the key people. The breakup of the profiles of the primary participants as follows:
• By Company Type: Tier I: 33%, Tier II: 25%, and Tier III: 42%
• By Designation: C-Level: 31%, D-Level: 34%, and Others: 35%
• By Region: North America: 42%, Europe: 28%, APAC: 22%, and RoW: 8%

The report profiles the following key vendors:
1. NICE (Israel),
2. Genesys (US)
3. Five9 (US)
4. Vonage (US)
5. Talkdesk (US)
6. 8×8 (US)
7. Cisco (US)
8. Avaya (US)
9. Serenova (US)
10. Content Guru (UK)
11. Aspect Software (US)
12. RingCentral (US)
13. Enghouse Interactive (US)
14. 3CLogic (US)
15. Ameyo (India)
16. Twilio (US)
17. Vocalcom (France)
18. Evolve IP (US)
19. Pypestream (US)
20. TechSee (US)
21. Sentiment Machines (UK)
22. AirCall (US)
23. Nubitel (Singapore)
24. JustCall (US)
25. Dialer360 (UK)
26. Servetel (India)
27. NeoDove (India)
28. Rulai (US)

Research Coverage
The report segments the global cloud-based contact center market by component, incuding solutions and services. By the deployment model, the cloud-based contact center market has been segmented into public cloud and private cloud. Based on organization size, the market has been classified into Small and Medium-sized Enterprises (SMEs) and large enterprises. By industry, the cloud-based contact center market has been classified into Banking, Financial Services and Insurance (BFSI); telecommunications; IT and Information Technology-enabled Services (ITeS); government and public sector; retail and consumer goods; manufacturing; energy and utilities; media and entertainment; healthcare and life sciences; and others (travel and hospitality,transportation and logistics, and education). By region, the market has been segmented into North America, Europe, APAC, MEA, and Latin America.

Key Benefits of Buying the Report
The report will help the market leaders/new entrants in the cloud-based contact center market with information on the closest approximations of the revenue numbers for the overall cloud-based contact center market and the subsegments. The report will help stakeholders understand the competitive landscape and gain more insights to better position their businesses and to plan suitable go-to-market strategies. The report also helps stakeholders understand the pulse of the market and provides them with information on key market drivers, restraints, challenges, and opportunities.

【レポートの目次】

1 INTRODUCTION 26
1.1 INTRODUCTION TO COVID-19 26
1.2 COVID-19 HEALTH ASSESSMENT 26
FIGURE 1 COVID-19: GLOBAL PROPAGATION 26
FIGURE 2 COVID-19 PROPAGATION: SELECT COUNTRIES 27
1.3 COVID-19 ECONOMIC ASSESSMENT 28
FIGURE 3 REVISED GROSS DOMESTIC PRODUCT FORECASTS
FOR SELECT G20 COUNTRIES IN 2020 28
1.3.1 COVID-19 ECONOMIC IMPACT—SCENARIO ASSESSMENT 29
FIGURE 4 FACTORS IMPACTING GLOBAL ECONOMY 29
FIGURE 5 SCENARIOS IN TERMS OF RECOVERY OF GLOBAL ECONOMY 30
1.4 OBJECTIVES OF THE STUDY 31
1.5 MARKET DEFINITION 31
1.5.1 INCLUSIONS AND EXCLUSIONS 32
1.6 MARKET SCOPE 33
1.6.1 MARKET SEGMENTATION 33
1.6.2 REGIONS COVERED 34
1.6.3 YEARS CONSIDERED FOR THE STUDY 34
1.7 CURRENCY CONSIDERED 35
TABLE 1 UNITED STATES DOLLAR EXCHANGE RATE, 2017–2019 35
1.8 STAKEHOLDERS 35
1.9 SUMMARY OF CHANGES 35
2 RESEARCH METHODOLOGY 37
2.1 RESEARCH DATA 37
FIGURE 6 CLOUD-BASED CONTACT CENTER MARKET: RESEARCH DESIGN 38
2.1.1 SECONDARY DATA 39
2.1.2 PRIMARY DATA 39
TABLE 2 PRIMARY INTERVIEWS 39
2.1.2.1 Breakup of primary profiles 40
2.1.2.2 Key industry insights 40
2.2 MARKET BREAKUP AND DATA TRIANGULATION 41
FIGURE 7 DATA TRIANGULATION 41
2.3 MARKET SIZE ESTIMATION 42
FIGURE 8 CLOUD-BASED CONTACT CENTER MARKET: TOP-DOWN AND
BOTTOM-UP APPROACHES 42
2.3.1 TOP-DOWN APPROACH 42
2.3.2 BOTTOM-UP APPROACH 43
FIGURE 9 MARKET SIZE ESTIMATION METHODOLOGY ̶ APPROACH 1 (SUPPLY SIDE): REVENUE OF SOLUTIONS/SERVICES OF THE CLOUD-BASED CONTACT CENTER MARKET 43
FIGURE 10 MARKET SIZE ESTIMATION METHODOLOGY ̶ APPROACH 2 BOTTOM-UP (SUPPLY SIDE): COLLECTIVE REVENUE OF ALL SOLUTIONS/SERVICES OF THE CLOUD-BASED CONTACT CENTER MARKET 44
FIGURE 11 MARKET SIZE ESTIMATION METHODOLOGY—APPROACH 3—BOTTOM-UP (DEMAND SIDE): SIZE OF THE CLOUD-BASED CONTACT CENTER MARKET THROUGH OVERALL CLOUD-BASED CONTACT CENTER SPENDING 45
2.4 MARKET FORECAST 46
TABLE 3 FACTOR ANALYSIS 46
2.5 COMPANY EVALUATION MATRIX METHODOLOGY 47
FIGURE 12 COMPANY EVALUATION MATRIX: CRITERIA WEIGHTAGE 47
2.6 SMALL AND MEDIUM-SIZED ENTERPRISES/ STARTUP COMPETITIVE EVALUATION MATRIX METHODOLOGY 48
FIGURE 13 SMALL AND MEDIUM-SIZED ENTERPRISES/STARTUPSME COMPANY EVALUATION MATRIX: CRITERIA WEIGHTAGE 48
2.7 ASSUMPTIONS FOR THE STUDY 49
2.8 STUDY LIMITATIONS 50
3 EXECUTIVE SUMMARY 51
FIGURE 14 CLOUD-BASED CONTACT CENTER MARKET: GLOBAL SNAPSHOT 51
FIGURE 15 TOP GROWING SEGMENTS IN THE CLOUD-BASED CONTACT CENTER MARKET 52
FIGURE 16 SOLUTIONS SEGMENT TO HOLD A LARGER MARKET SIZE DURING
THE FORECAST PERIOD 53
FIGURE 17 LARGE ENTERPRISES SEGMENT TO HOLD A LARGER MARKET SIZE DURING THE FORECAST PERIOD 53
FIGURE 18 BANKING, FINANCIAL SERVICES, AND INSURANCE INDUSTRY TO HOLD THE LARGEST MARKET SIZE DURING THE FORECAST PERIOD 54
FIGURE 19 CLOUD-BASED CONTACT CENTER MARKET: REGIONAL SNAPSHOT 55
4 PREMIUM INSIGHTS 56
4.1 ATTRACTIVE GROWTH OPPORTUNITIES IN THE CLOUD-BASED CONTACT CENTER MARKET 56
FIGURE 20 INCREASING ADOPTION OF CLOUD-BASED OFFERINGS TO FUEL THE GROWTH OF THE CLOUD-BASED CONTACT CENTER MARKET 56
4.2 CLOUD-BASED CONTACT CENTER MARKET: BY DEPLOYMENT MODEL, 2020 VS 2025 57
FIGURE 21 PUBLIC CLOUD SEGMENT TO HOLD A LARGER MARKET SIZE DURING THE FORECAST PERIOD 57
4.3 CLOUD-BASED CONTACT CENTER MARKET: BY SOLUTION, 2020 VS 2025 57
FIGURE 22 OMNICHANNEL ROUTING SEGMENT TO HOLD THE LARGEST MARKET SIZE DURING THE FORECAST PERIOD 57
4.4 MARKET INVESTMENT SCENARIO 58
FIGURE 23 ASIA PACIFIC TO EMERGE AS THE BEST MARKET FOR INVESTMENT OVER THE NEXT FIVE YEARS 58

5 MARKET OVERVIEW AND INDUSTRY TREND 59
5.1 INTRODUCTION 59
FIGURE 24 CLOUD-BASED CONTACT CENTER MARKET: DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES 59
5.1.1 DRIVERS 60
5.1.1.1 Rising adoption of SMAC technologies 60
5.1.1.2 Role of social media in cloud-based contact center operations 60
5.1.1.3 Benefits of SMAC technologies in contact centers 61
5.1.1.4 Increasing adoption of cloud-based contact centers due to COVID-19 61
FIGURE 25 IMPACT OF COVID-19 ON CALL CENTER VOLUME 62
5.1.1.5 Rising number of channels to reach end customers 62
5.1.1.6 Growing need for personalized and streamlined customer interactions 62
5.1.1.7 Faster deployment, scalability, and flexibility of cloud-based contact centers 63
5.1.1.8 Better business continuity with cloud-based contact centers 63
5.1.2 RESTRAINTS 63
5.1.2.1 Inadequate network bandwidth in the emerging economies 63
5.1.2.2 Cyber attacks impacting business operations 64
5.1.3 OPPORTUNITIES 64
5.1.3.1 Enhanced customer experience to increase cloud-based contact center adoption 64
FIGURE 26 MOST EXCITING BUSINESS OPPORTUNITY 64
5.1.3.2 Need to analyze audio conversations in real time 65
5.1.3.3 Shifting focus of enterprises towards the work from home culture 65
5.1.3.4 Implementation of AI, analytics, and NLP Capabilities to add value in existing cloud-based contact centers 65
FIGURE 27 ROLE OF ARTIFICIAL INTELLIGENCE IN CONTACT CENTER TRANSFORMATION 66
5.1.4 CHALLENGES 66
5.1.4.1 Privacy and data security aspects 66
5.1.4.2 Organizational, technical, and operational difficulties while moving contact centers in cloud 66
5.1.4.3 Integration of mobility with the existing capabilities 66
FIGURE 28 INTEGRATION OF MOBILITY IN EXISTING CAPABILITIES OF CONTACT CENTERS 67
5.2 COVID-19-DRIVEN MARKET DYNAMICS 68
5.2.1 DRIVERS AND OPPORTUNITIES 68
5.2.2 RESTRAINTS AND CHALLENGES 69
5.3 CASE STUDY ANALYSIS 70
5.3.1 CASE STUDY 1: BANKING, FINANCIAL SERVICES, AND INSURANCE 70
5.3.2 CASE STUDY 2: RETAIL 70
5.3.3 CASE STUDY 3: HEALTHCARE 71
5.3.4 CASE STUDY 4: TELECOMMUNICATIONS 72
5.3.5 CASE STUDY 5: INFORMATION TECHNOLOGY 72
5.3.6 CASE STUDY 6: GOVERNMENT 73
5.3.7 CASE STUDY 7: MEDIA AND ENTERTAINMENT 73
5.4 CLOUD-BASED CONTACT CENTER MARKET: VALUE CHAIN ANALYSIS 74
FIGURE 29 CLOUD-BASED CONTACT CENTER MARKET: VALUE CHAIN ANALYSIS 74
5.5 MARKET ECOSYSTEM 74
FIGURE 30 CLOUD-BASED CONTACT CENTER MARKET ECOSYSTEM 75
5.6 TECHNOLOGY ANALYSIS 75
5.6.1 ADVANCED ANALYTICS 75
5.6.1.1 Data analytics 75
5.6.1.2 Speech analytics 76
5.6.1.3 Sentiment analytics 76
5.6.2 ARTIFICIAL INTELLIGENCE 76
5.6.2.1 Machine Learning 77
5.6.2.2 Natural Language Processing 77
5.7 PRICING ANALYSIS 77
5.8 PATENT ANALYSIS 78
6 CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT 80
6.1 INTRODUCTION 81
FIGURE 31 SOLUTIONS SEGMENT TO HOLD A LARGER MARKET SIZE IN 2020 81
6.1.1 COMPONENT: CLOUD-BASED CONTACT CENTER MARKET DRIVERS 81
6.1.2 COMPONENT: COVID-19 IMPACT 82
TABLE 4 CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT,
2015–2019 (USD MILLION) 82
TABLE 5 CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT,
2020–2025 (USD MILLION) 82
6.2 SOLUTIONS 83
FIGURE 32 REPORTING AND ANALYTICS SOLUTION TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD 83
TABLE 6 SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY TYPE, 2015–2019 (USD MILLION) 84
TABLE 7 SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY TYPE, 2020–2025 (USD MILLION) 84
TABLE 8 SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 85
TABLE 9 SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2020–2025 (USD MILLION) 85
6.2.1 OMNICHANNEL ROUTING 85
6.2.1.1 Digital Channels 86
6.2.1.2 Interactive Voice Response 86
6.2.1.3 Automatic Call Distributor 86
6.2.1.4 Dialer 86
6.2.1.5 Virtual Agents 86
TABLE 10 OMNICHANNEL ROUTING: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 87
TABLE 11 OMNICHANNEL ROUTING: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2020–2025 (USD MILLION) 87
6.2.2 WORKFORCE ENGAGEMENT MANAGEMENT 87
6.2.2.1 Workforce Optimization 88
6.2.2.2 Call Recording and Quality Management 88
TABLE 12 WORKFORCE ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 88
TABLE 13 WORKFORCE ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2020–2025 (USD MILLION) 89
6.2.3 REPORTING AND ANALYTICS 89
6.2.3.1 Historical and Customized Reports 89
6.2.3.2 Speech analytics 89
6.2.3.3 Text Analytics 90
TABLE 14 REPORTING AND ANALYTICS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 90
TABLE 15 REPORTING AND ANALYTICS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2020–2025 (USD MILLION) 90
6.2.4 CUSTOMER ENGAGEMENT MANAGEMENT 91
TABLE 16 CUSTOMER ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 91
TABLE 17 CUSTOMER ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2020–2025 (USD MILLION) 91
6.2.5 OTHERS 92
TABLE 18 OTHERS SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY REGION, 2015–2019 (USD MILLION) 92
TABLE 19 OTHERS SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY REGION, 2020–2025 (USD MILLION) 93
6.3 SERVICES 93
6.3.1 CONSULTING 93
6.3.2 IMPLEMENTATION AND INTEGRATION 93
6.3.3 TRAINING, AND SUPPORT AND MAINTENANCE 93
TABLE 20 SERVICES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 94
TABLE 21 SERVICES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2020–2025 (USD MILLION) 94
7 CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODEL 95
7.1 INTRODUCTION 96
FIGURE 33 PUBLIC CLOUD SEGMENT TO HOLD A LARGER MARKET SIZE IN 2020 96
7.1.1 DEPLOYMENT MODEL: CLOUD-BASED CONTACT CENTER MARKET DRIVERS 96
7.1.2 DEPLOYMENT MODEL: COVID-19 IMPACT 96
TABLE 22 CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION) 97
TABLE 23 CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION) 97
7.2 PUBLIC CLOUD 97
TABLE 24 PUBLIC CLOUD: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 98
TABLE 25 PUBLIC CLOUD: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2020–2025 (USD MILLION) 98
7.3 PRIVATE CLOUD 98
TABLE 26 PRIVATE CLOUD: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY REGION, 2015–2019 (USD MILLION) 99
TABLE 27 PRIVATE CLOUD: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY REGION, 2020–2025 (USD MILLION) 99
8 CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE 100
8.1 INTRODUCTION 101
FIGURE 34 LARGE ENTERPRISES SEGMENT TO HOLD A LARGER MARKET SIZE IN 2020 101
8.1.1 ORGANIZATION SIZE: CLOUD-BASED CONTACT CENTER MARKET DRIVERS 101
8.1.2 ORGANIZATION SIZE: COVID-19 IMPACT 101
TABLE 28 CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION) 102
TABLE 29 CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION) 102
8.2 LARGE ENTERPRISES 102
TABLE 30 LARGE ENTERPRISES: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY REGION, 2015–2019 (USD MILLION) 103
TABLE 31 LARGE ENTERPRISES: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY REGION, 2020–2025 (USD MILLION) 103
8.3 SMALL AND MEDIUM-SIZED ENTERPRISES 103
TABLE 32 SMALL AND MEDIUM-SIZED ENTERPRISES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 104
TABLE 33 SMALL AND MEDIUM-SIZED ENTERPRISES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2020–2025 (USD MILLION) 104
9 CLOUD-BASED CONTACT CENTER MARKET, BY INDUSTRY 105
9.1 INTRODUCTION 106
FIGURE 35 BANKING, FINANCIAL SERVICES, AND INSURANCE INDUSTRY TO HOLD THE LARGEST MARKET SIZE IN 2020 106
9.1.1 INDUSTRIES: CLOUD-BASED CONTACT CENTER MARKET DRIVERS 107
9.1.2 INDUSTRIES: COVID-19 IMPACT 107
TABLE 34 CLOUD-BASED CONTACT CENTER MARKET SIZE, BY INDUSTRY,
2015–2019 (USD MILLION) 108
TABLE 35 CLOUD-BASED CONTACT CENTER MARKET SIZE, BY INDUSTRY,
2020–2025 (USD MILLION) 108

9.2 BANKING, FINANCIAL SERVICES, AND INSURANCE 109
TABLE 36 BANKING, FINANCIAL SERVICES, AND INSURANCE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 109
TABLE 37 BANKING, FINANCIAL SERVICES, AND INSURANCE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2020–2025 (USD MILLION) 110
9.3 TELECOMMUNICATIONS 110
TABLE 38 TELECOMMUNICATIONS: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY REGION, 2015–2019 (USD MILLION) 111
TABLE 39 TELECOMMUNICATIONS: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY REGION, 2020–2025 (USD MILLION) 111
9.4 IT AND ITES 112
TABLE 40 IT AND ITES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 112
TABLE 41 IT AND ITES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2020–2025 (USD MILLION) 112
9.5 GOVERNMENT AND PUBLIC SECTOR 113
TABLE 42 GOVERNMENT AND PUBLIC SECTOR: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 113
TABLE 43 GOVERNMENT AND PUBLIC SECTOR: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2020–2025 (USD MILLION) 114
9.6 RETAIL AND CONSUMER GOODS 114
TABLE 44 RETAIL AND CONSUMER GOODS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 114
TABLE 45 RETAIL AND CONSUMER GOODS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2020–2025 (USD MILLION) 115
9.7 MANUFACTURING 115
TABLE 46 MANUFACTURING: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY REGION, 2015–2019 (USD MILLION) 115
TABLE 47 MANUFACTURING: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY REGION, 2020–2025 (USD MILLION) 116
9.8 ENERGY AND UTILITIES 116
TABLE 48 ENERGY AND UTILITIES: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY REGION, 2015–2019 (USD MILLION) 116
TABLE 49 ENERGY AND UTILITIES: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY REGION, 2020–2025 (USD MILLION) 117
9.9 MEDIA AND ENTERTAINMENT 117
TABLE 50 MEDIA AND ENTERTAINMENT: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 117
TABLE 51 MEDIA AND ENTERTAINMENT: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2020–2025 (USD MILLION) 118
9.10 HEALTHCARE AND LIFE SCIENCES 118
TABLE 52 HEALTHCARE AND LIFE SCIENCES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2019 (USD MILLION) 118
TABLE 53 HEALTHCARE AND LIFE SCIENCES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2020–2025 (USD MILLION) 119

9.11 OTHERS 119
TABLE 54 OTHERS INDUSTRY: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY REGION, 2015–2019 (USD MILLION) 119
TABLE 55 OTHERS INDUSTRY: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY REGION, 2020–2025 (USD MILLION) 120
10 CLOUD-BASED CONTACT CENTER MARKET, BY REGION 121
10.1 INTRODUCTION 122
FIGURE 36 NORTH AMERICA TO HOLD THE LARGEST MARKET SIZE DURING THE FORECAST PERIOD 122
TABLE 56 CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION,
2015–2019 (USD MILLION) 122
TABLE 57 CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION,
2020–2025 (USD MILLION) 123
10.2 NORTH AMERICA 123
10.2.1 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET DRIVERS 123
10.2.2 NORTH AMERICA: COVID-19 IMPACT 124
10.2.3 NORTH AMERICA: REGULATORY IMPLICATIONS 124
10.2.4 UNITED STATES SECURITIES AND EXCHANGE COMMISSION 124
10.2.5 INTERNATIONAL ORGANIZATION FOR STANDARDIZATION 27001 124
10.2.6 CALIFORNIA CONSUMER PRIVACY ACT 125
10.2.7 HEALTH INSURANCE PORTABILITY AND ACCOUNTABILITY ACT OF 1996 125
10.2.8 SARBANES-OXLEY ACT OF 2002 125
FIGURE 37 NORTH AMERICA: MARKET SNAPSHOT 126
TABLE 58 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY COMPONENT, 2015–2019 (USD MILLION) 126
TABLE 59 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY COMPONENT, 2020–2025 (USD MILLION) 127
TABLE 60 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY SOLUTION, 2015–2019 (USD MILLION) 127
TABLE 61 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY SOLUTION, 2020–2025 (USD MILLION) 128
TABLE 62 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION) 128
TABLE 63 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION) 128
TABLE 64 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY ORGANIZATION SIZE, 2015–2019 (USD MILLION) 129
TABLE 65 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY ORGANIZATION SIZE, 2020–2025 (USD MILLION) 129
TABLE 66 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY INDUSTRY, 2015–2019 (USD MILLION) 129
TABLE 67 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY INDUSTRY, 2020–2025 (USD MILLION) 130
TABLE 68 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY COUNTRY, 2015–2019 (USD MILLION) 130
TABLE 69 NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY COUNTRY, 2020–2025 (USD MILLION) 131
10.2.9 UNITED STATES 131
TABLE 70 UNITED STATES: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY COMPONENT, 2015–2019 (USD MILLION) 131
TABLE 71 UNITED STATES: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY COMPONENT, 2020–2025 (USD MILLION) 132
TABLE 72 UNITED STATES: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION) 132
TABLE 73 UNITED STATES: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION) 132
TABLE 74 UNITED STATES: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY ORGANIZATION SIZE, 2015–2019 (USD MILLION) 133
TABLE 75 UNITED STATES: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY ORGANIZATION SIZE, 2020–2025 (USD MILLION) 133
10.2.10 CANADA 133
TABLE 76 CANADA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION) 134
TABLE 77 CANADA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION) 134
TABLE 78 CANADA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION) 134
TABLE 79 CANADA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION) 135
TABLE 80 CANADA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION) 135
TABLE 81 CANADA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION) 135
10.3 EUROPE 136
10.3.1 EUROPE: CLOUD-BASED CONTACT CENTER MARKET DRIVERS 136
10.3.2 EUROPE: COVID-19 IMPACT 136
10.3.3 EUROPE: REGULATORY IMPLICATIONS 137
10.3.4 GENERAL DATA PROTECTION REGULATION 137
10.3.5 EUROPEAN CYBERSECURITY ACT 137
TABLE 82 EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION) 138
TABLE 83 EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION) 138
TABLE 84 EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2015–2019 (USD MILLION) 138
TABLE 85 EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2020–2025 (USD MILLION) 139
TABLE 86 EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION) 139
TABLE 87 EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION) 139
TABLE 88 EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION) 140
TABLE 89 EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION) 140
TABLE 90 EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY INDUSTRY, 2015–2019 (USD MILLION) 140
TABLE 91 EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY INDUSTRY, 2020–2025 (USD MILLION) 141
TABLE 92 EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION) 141
TABLE 93 EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COUNTRY, 2020–2025 (USD MILLION) 142
10.3.6 UNITED KINGDOM 142
TABLE 94 UNITED KINGDOM: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY COMPONENT, 2015–2019 (USD MILLION) 142
TABLE 95 UNITED KINGDOM: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY COMPONENT, 2020–2025 (USD MILLION) 143
TABLE 96 UNITED KINGDOM: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION) 143
TABLE 97 UNITED KINGDOM: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION) 143
TABLE 98 UNITED KINGDOM: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY ORGANIZATION SIZE, 2015–2019 (USD MILLION) 144
TABLE 99 UNITED KINGDOM: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY ORGANIZATION SIZE, 2020–2025 (USD MILLION) 144
10.3.7 GERMANY 144
TABLE 100 GERMANY: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION) 144
TABLE 101 GERMANY: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION) 145
TABLE 102 GERMANY: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION) 145
TABLE 103 GERMANY: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION) 145
TABLE 104 GERMANY: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY ORGANIZATION SIZE, 2015–2019 (USD MILLION) 146
TABLE 105 GERMANY: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY ORGANIZATION SIZE, 2020–2025 (USD MILLION) 146
10.3.8 FRANCE 146
TABLE 106 FRANCE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION) 146
TABLE 107 FRANCE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION) 147
TABLE 108 FRANCE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION) 147
TABLE 109 FRANCE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION) 147
TABLE 110 FRANCE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION) 148
TABLE 111 FRANCE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION) 148
10.3.9 REST OF EUROPE 148
TABLE 112 REST OF EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION) 149
TABLE 113 REST OF EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION) 149
TABLE 114 REST OF EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION) 149
TABLE 115 REST OF EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION) 150
TABLE 116 REST OF EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION) 150
TABLE 117 REST OF EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION) 150

10.4 ASIA PACIFIC 151
10.4.1 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET DRIVERS 151
10.4.2 ASIA PACIFIC: COVID-19 IMPACT 151
10.4.3 ASIA PACIFIC: REGULATORY IMPLICATIONS 152
10.4.4 PERSONAL DATA PROTECTION ACT 152
10.4.5 THE SINGAPORE STANDARD SS 564 152
10.4.6 INTERNET DATA CENTER IN CHINA 152
FIGURE 38 ASIA PACIFIC: REGIONAL SNAPSHOT 153
TABLE 118 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION) 153
TABLE 119 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION) 154
TABLE 120 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2015–2019 (USD MILLION) 154
TABLE 121 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2020–2025 (USD MILLION) 155
TABLE 122 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION) 155
TABLE 123 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION) 155
TABLE 124 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION) 156
TABLE 125 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION) 156
TABLE 126 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY INDUSTRY, 2015–2019 (USD MILLION) 156
TABLE 127 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY INDUSTRY, 2020–2025 (USD MILLION) 157
TABLE 128 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION) 157
TABLE 129 ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COUNTRY, 2020–2025 (USD MILLION) 158

10.4.7 CHINA 158
TABLE 130 CHINA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION) 158
TABLE 131 CHINA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION) 159
TABLE 132 CHINA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION) 159
TABLE 133 CHINA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION) 159
TABLE 134 CHINA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION) 160
TABLE 135 CHINA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION) 160
10.4.8 JAPAN 160
TABLE 136 JAPAN: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION) 161
TABLE 137 JAPAN: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION) 161
TABLE 138 JAPAN: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION) 161
TABLE 139 JAPAN: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION) 162
TABLE 140 JAPAN: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION) 162
TABLE 141 JAPAN: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION) 162
10.4.9 INDIA 163
TABLE 142 INDIA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION) 163
TABLE 143 INDIA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION) 163
TABLE 144 INDIA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION) 164
TABLE 145 INDIA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION) 164
TABLE 146 INDIA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION) 164
TABLE 147 INDIA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION) 165
10.4.10 AUSTRALIA AND NEW ZEALAND 165
TABLE 148 AUSTRALIA AND NEW ZEALAND: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION) 165
TABLE 149 AUSTRALIA AND NEW ZEALAND: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION) 165
TABLE 150 AUSTRALIA AND NEW ZEALAND: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION) 166
TABLE 151 AUSTRALIA AND NEW ZEALAND: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION) 166
TABLE 152 AUSTRALIA AND NEW ZEALAND: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION) 166
TABLE 153 AUSTRALIA AND NEW ZEALAND: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION) 167
10.4.11 INDONESIA 167
TABLE 154 INDONESIA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION) 167
TABLE 155 INDONESIA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION) 167
TABLE 156 INDONESIA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION) 168
TABLE 157 INDONESIA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION) 168
TABLE 158 INDONESIA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION) 168
TABLE 159 INDONESIA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION) 169
10.4.12 REST OF ASIA PACIFIC 169
TABLE 160 REST OF ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION) 169
TABLE 161 REST OF ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION) 170
TABLE 162 REST OF ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION) 170
TABLE 163 REST OF ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION) 170
TABLE 164 REST OF ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION) 171
TABLE 165 REST OF ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION) 171
10.5 MIDDLE EAST AND AFRICA 171
10.5.1 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET DRIVERS 172
10.5.2 MIDDLE EAST AND AFRICA: COVID-19 IMPACT 172
10.5.3 MIDDLE EAST AND AFRICA: REGULATORY IMPLICATIONS 172
10.5.4 PERSONAL DATA PROTECTION LAW 172
10.5.5 CLOUD COMPUTING REGULATORY FRAMEWORK 173
TABLE 166 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION) 173
TABLE 167 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION) 173
TABLE 168 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2015–2019 (USD MILLION) 174
TABLE 169 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2020–2025 (USD MILLION) 174
TABLE 170 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION) 175
TABLE 171 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION) 175
TABLE 172 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION) 175
TABLE 173 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION) 176
TABLE 174 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY INDUSTRY, 2015–2019 (USD MILLION) 176
TABLE 175 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY INDUSTRY, 2020–2025 (USD MILLION) 177
TABLE 176 MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION) 177
TABLE 177 MIDDLE EAST AND AFRICA : CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COUNTRY, 2020–2025 (USD MILLION) 178
10.5.6 KINGDOM OF SAUDI ARABIA 178
TABLE 178 KINGDOM OF SAUDI ARABIA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION) 178
TABLE 179 KINGDOM OF SAUDI ARABIA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION) 179
TABLE 180 KINGDOM OF SAUDI ARABIA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION) 179
TABLE 181 KINGDOM OF SAUDI ARABIA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION) 179
TABLE 182 KINGDOM OF SAUDI ARABIA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION) 180
TABLE 183 KINGDOM OF SAUDI ARABIA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION) 180
10.5.7 UNITED ARAB EMIRATES 180
TABLE 184 UNITED ARAB EMIRATES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION) 180
TABLE 185 UNITED ARAB EMIRATES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION) 181
TABLE 186 UNITED ARAB EMIRATES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION) 181
TABLE 187 UNITED ARAB EMIRATES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION) 181
TABLE 188 UNITED ARAB EMIRATES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION) 182
TABLE 189 UNITED ARAB EMIRATES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION) 182
10.5.8 SOUTH AFRICA 182
TABLE 190 SOUTH AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION) 183
TABLE 191 SOUTH AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION) 183
TABLE 192 SOUTH AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION) 183
TABLE 193 SOUTH AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION) 184
TABLE 194 SOUTH AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION) 184
TABLE 195 SOUTH AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION) 184
10.5.9 REST OF MIDDLE EAST AND AFRICA 185
TABLE 196 REST OF MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION) 185
TABLE 197 REST OF MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION) 185
TABLE 198 REST OF MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION) 186
TABLE 199 REST OF MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION) 186
TABLE 200 REST OF MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION) 186
TABLE 201 REST OF MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION) 187
10.6 LATIN AMERICA 187
10.6.1 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET DRIVERS 187
10.6.2 LATIN AMERICA: COVID-19 IMPACT 187
10.6.3 LATIN AMERICA: REGULATORY IMPLICATIONS 188
10.6.4 FEDERAL LAW ON PROTECTION OF PERSONAL DATA HELD BY INDIVIDUALS 188
TABLE 202 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION) 188
TABLE 203 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION) 189
TABLE 204 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2015–2019 (USD MILLION) 189
TABLE 205 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2020–2025 (USD MILLION) 190
TABLE 206 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION) 190
TABLE 207 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION) 190
TABLE 208 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION) 191
TABLE 209 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION) 191
TABLE 210 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY INDUSTRY, 2015–2019 (USD MILLION) 191
TABLE 211 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY INDUSTRY, 2020–2025 (USD MILLION) 192
TABLE 212 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION) 192
TABLE 213 LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COUNTRY, 2020–2025 (USD MILLION) 193

10.6.5 BRAZIL 193
TABLE 214 BRAZIL: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION) 193
TABLE 215 BRAZIL: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION) 194
TABLE 216 BRAZIL: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION) 194
TABLE 217 BRAZIL: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION) 194
TABLE 218 BRAZIL: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION) 195
TABLE 219 BRAZIL: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION) 195
10.6.6 MEXICO 195
TABLE 220 MEXICO: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION) 196
TABLE 221 MEXICO: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION) 196
TABLE 222 MEXICO: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION) 196
TABLE 223 MEXICO: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION) 197
TABLE 224 MEXICO: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION) 197
TABLE 225 MEXICO: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION) 197
10.6.7 REST OF LATIN AMERICA 198
TABLE 226 REST OF LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY COMPONENT, 2015–2019 (USD MILLION) 198
TABLE 227 REST OF LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY COMPONENT, 2020–2025 (USD MILLION) 198
TABLE 228 REST OF LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION) 198
TABLE 229 REST OF LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION) 199
TABLE 230 REST OF LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY ORGANIZATION SIZE, 2015–2019 (USD MILLION) 199
TABLE 231 REST OF LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY ORGANIZATION SIZE, 2020–2025 (USD MILLION) 199
11 COMPETITIVE LANDSCAPE 200
11.1 MARKET EVALUATION FRAMEWORK 200
FIGURE 39 MARKET EVALUATION FRAMEWORK 200
11.2 MARKET SHARE ANALYSIS 201
FIGURE 40 MARKET SHARE ANALYSIS OF COMPANIES IN THE CLOUD-BASED CONTACT CENTER MARKET 201

11.3 HISTORICAL REVENUE ANALYSIS OF LEADING PLAYERS 202
FIGURE 41 HISTORICAL FIVE-YEAR REVENUE ANALYSIS OF
LEADING PLAYERS, 2015-2019 202
11.4 COMPANY EVALUATION MATRIX 202
11.4.1 DEFINITIONS AND METHODOLOGY 202
TABLE 232 COMPANY EVALUATION MATRIX: CRITERIA AND WEIGHTAGE 202
11.4.2 STAR 203
11.4.3 EMERGING LEADERS 203
11.4.4 PERVASIVE 203
11.4.5 PARTICIPANT 203
FIGURE 42 CLOUD-BASED CONTACT CENTER MARKET (GLOBAL): COMPANY EVALUATION MATRIX, 2020 204
11.5 SMALL AND MEDIUM ENTERPRISE / STARTUP EVALUATION MATRIX 205
11.5.1 DEFINITIONS AND METHODOLOGY 205
TABLE 233 SMALL AND MEDIUM ENTERPRISE/STARTUP EVALUATION MATRIX:
CRITERIA WEIGHTAGE 205
11.5.2 PROGRESSIVE COMPANIES 205
11.5.3 RESPONSIVE COMPANIES 205
11.5.4 DYNAMIC COMPANIES 205
11.5.5 STARTING BLOCKS 206
FIGURE 43 CLOUD-BASED CONTACT CENTER MARKET (GLOBAL):
SME/START UP EVALUATION MATRIX, 2020 206
12 COMPANY PROFILES 207
12.1 INTRODUCTION 207
(Business Overview, Products, Solutions & Services, Key Insights, Recent Developments, SWOT Analysis, MnM View)*
12.2 NICE 207
FIGURE 44 NICE: COMPANY SNAPSHOT 208
12.3 GENESYS 215
12.4 FIVE9 219
FIGURE 45 FIVE9: COMPANY SNAPSHOT 219
12.5 VONAGE 224
FIGURE 46 VONAGE: COMPANY SNAPSHOT 224
12.6 TALKDESK 228
12.7 8X8 233
FIGURE 47 8X8: COMPANY SNAPSHOT 233
12.8 CISCO 238
FIGURE 48 CISCO: COMPANY SNAPSHOT 238
12.9 AVAYA 242
FIGURE 49 AVAYA: COMPANY SNAPSHOT 242
12.10 SERENOVA 247
12.11 CONTENT GURU 250
12.12 ASPECT SOFTWARE 252
12.13 RINGCENTRAL 253
12.14 ENGHOUSE INTERACTIVE 254
12.15 3CLOGIC 255
12.16 AMEYO 256
12.17 TWILIO 257
12.18 VOCALCOM 258
12.19 EVOLVE IP 259
*Details on Business Overview, Products, Solutions, & Services, Key Insights, Recent Developments, SWOT Analysis, MnM View might not be captured in case of unlisted companies.
12.20 STARTUP/SME PROFILES 260
12.20.1 PYPESTREAM 260
12.20.2 TECHSEE 260
12.20.3 AIRCALL 261
12.20.4 SENTIMENT MACHINES 261
12.20.5 NUBITEL 262
12.20.6 JUSTCALL 262
12.20.7 DIALER360 263
12.20.8 SERVETEL 264
12.20.9 NEODOVE 264
12.20.10 RULAI 265
13 ADJACENT AND RELATED MARKETS 266
13.1 INTRODUCTION 266
13.1.1 RELATED MARKETS 266
13.1.2 LIMITATIONS 266
13.2 CONTACT CENTER SOFTWARE MARKET 266
13.2.1 MARKET DEFINITION 266
TABLE 234 CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT,
2016–2023 (USD MILLION) 267
TABLE 235 SOFTWARE: CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE,
2016–2023 (USD MILLION) 267
TABLE 236 SOFTWARE: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION,
2016–2023 (USD MILLION) 268
TABLE 237 SERVICES: CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE,
2016–2023 (USD MILLION) 268
TABLE 238 SERVICES: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION,
2016–2023 (USD MILLION) 268
13.3 CONTACT CENTER ANALYTICS MARKET 269
13.3.1 MARKET DEFINITION 269
TABLE 239 CONTACT CENTER ANALYTICS MARKET SIZE, BY COMPONENT,
2015–2022 (USD MILLION) 269
TABLE 240 SOFTWARE: CONTACT CENTER ANALYTICS MARKET SIZE, BY TYPE,
2015–2022 (USD MILLION) 269
TABLE 241 SERVICES: CONTACT CENTER ANALYTICS MARKET SIZE, BY TYPE,
2015–2022 (USD MILLION) 270
14 APPENDIX 271
14.1 DISCUSSION GUIDE 271
14.2 KNOWLEDGE STORE: MARKETSANDMARKETS’ SUBSCRIPTION PORTAL 275
14.3 AVAILABLE CUSTOMIZATIONS 277
14.4 RELATED REPORTS 277
14.5 AUTHOR DETAILS 278

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