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Cloud Based Contact Center Market By Component (Solution and Service), By Deployment (Public Cloud, Private Cloud and Hybrid Cloud), By Organization Size (Small and Medium Size Enterprises (SME's) and Large Enterprises) and By Industrial Vertical (BFSI, Consumer Goods and Retails, Government and Public Sector, Healthcare and Life Sciences, Manufacturing, Media & Entertainment, IT and Telecom, andOthers): Global & Regional Industry Perspective, Comprehensive Analysis, and Forecasts, 2021 – 2026

  • Publish On: Sep-2021
  • Total Pages: 203
  • Report Code: FAF-1588
  • Base Year: 2020
  • Format:

Industry Insights

[203+ Pages Report] As per the Facts and Factors market research report, the global cloud-based contact center market generated sales revenue of USD 11.5 Billion in 2020, and the cloud-based contact center sales is expected to generate revenue of USD 45.5 Billion by the end of 2026, increasing at a CAGR of around 25.8% from 2021 to 2026.

Global Cloud-Based Contact Center Market: Overview

A cloud-based contact center is an internet-based facility that handles all inbound and outbound customer communications for a company. It's a software solution that offers a comprehensive suite of tools and applications which allows organizations to deliver outstanding levels of customer service across multiple channels, including voice, SMS, email, and social media. A cloud contact center uses the latest in communications technology and is a modern alternative to on-premises contact centers. It offers many benefits to businesses who want to continually meet and exceed customers’ service expectations.

Global Cloud-Based Contact Center Market: Growth Factors

Cloud contact centers have become a necessary step for businesses to take in order to adopt a systematic strategy that improves performance, channel support and engagement, reporting, and analytics in order to successfully service a client base with constantly changing preferences. Enterprises face a problem in selecting the correct cloud contact center solution and strategic partner to fulfill these objectives.

With a cloud-based contact center, the organization or enterprise is able to deliver state-of-the-art competencies that transform the legacy contact center into a modern one. Moreover, cloud-based contact centers are also becoming popular among the industries due to the low initial investment and ease of deployment that are fueling the growth of the market. Additionally, the major investments made by the key players in R&D activities and integration with artificial intelligence are the factors that are likely to propel the growth of the global cloud-based contact center market over the forecast period. Furthermore, in the global cloud-based contact center business, the notion of a contact center as a service (CCaaS) is gaining traction. RingCentral, Inc., a publicly traded company in the United States that provides cloud-based communications and collaboration solutions for organizations, is being lauded for its CCaaS solutions, which enable businesses to save money upfront and reduce IT headcount. With collaboration options like team chat and video, the new wave of CCaaS technology in the cloud-based contact center market is helping to successfully manage remote teams. CCaaS technology is assisting in lowering the total cost of ownership, reducing downtime, and ensuring business continuity, particularly during the current coronavirus pandemic. It has been discovered that unified communications as a service (UCaaS) and cloud communications as a service (CCaaS) operate together to enable multi-channel communication.

The COVID-19 pandemic has affected virtually every industrial sector globally. Most organizations are predicted to switch to cloud-based contact centers so they can cope with the losses caused by the global economic crisis caused during the pandemic situation. In addition, the work-from-home policy imposed by most companies has led to a rise in cloud-based deployment. All these factors have therefore led to the increased demand for cloud contact centers during and post-pandemic periods.

Global Cloud-Based Contact Center Market: Segmentation

Based on components, the market is bifurcated into solution and service. Based on deployment, the market is bifurcated into public cloud, private cloud, and hybrid cloud. Based on organization size, the market is bifurcated into small and medium-sized enterprises (SME's) and large enterprises. Based on the industrial vertical, the market is bifurcated intoBFSI, consumer goods and retails, government and public sector, healthcare and life sciences, manufacturing, media & entertainment, IT and telecom, and others.

Report Scope:

Report Attribute Details
Expected Market Value in 2020 USD 11.5 Billion
Expected Market Forecast in 2026  USD 45.5 Billion
Expected CAGR Value 25.8%
Base Year 2020
Forecast Year 2026
Top Market Players Cisco Systems, Inc., Dell Technologies Inc., EON Reality, Inc., Five9, Inc., Google, LLC, Connect First, Inc., Honeywell International, Inc. and Others
Key Segments Component, Deployment, Organization Size, Industrial Vertical, and Region
Major Regions Covered North America, Europe, Asia Pacific, Latin America, and Middle East & Africa
Purchase Options Request customized purchase options to meet your research needs. Explore purchase options

 

Global Cloud-Based Contact Center Market: Regional Analysis

On a regional basis, the cloud-based contact center market is divided into five major regions namely North America, Europe, Latin America, Asia Pacific, and The Middle East and Africa.

Among these regions, North America is expected to be the dominating region for the cloud-based contact center market during the forecast period, due to the presence of many global players and the high adoption of cloud services. Whereas, with the presence of a large scale manufacturing sector and healthcare industry the region of Europe is expected to grow at a stable rate during this time period.

On the other hand, Asia Pacific is expected to grow at a faster rate during the forecast period due to the presence of many IT & telecommunication companies. The rapid adoption of electronics and increasing investments in research and development by major economies of the region like China and Japan are surging the cloud-based contact center market.

Global Cloud-Based Contact Center Market: Competitive Players

Some of the key players in the cloud-based contact center market are Cisco Systems, Inc., Dell Technologies Inc., EON Reality, Inc., Five9, Inc., Google, LLC, Connect First, Inc., Honeywell International, Inc., HP Development Company, L.P., HTC Corporation, Magic Leap, Inc., Genesys, Microsoft Corporation, Oculus VR LLC, Qualcomm Incorporated, Samsung Electronics Co., Ltd., NICE Ltd., Oracle Corporation, Nokia Corporation, Sony Interactive Entertainment LLC, Aspect Software, Inc., Vuzix Corporation and West Corporation, among others.

Global Cloud-Based Contact Center Market: By Component:

  • Solution
  • Service

Global Cloud-Based Contact Center Market: By Deployment:

  • Public Cloud
  • Private Cloud
  • Hybrid Cloud     

Global Cloud-Based Contact Center Market: By Organization Size:

  • Small and Medium Size Enterprises (SME's)
  • Large Enterprises            

Global Cloud-Based Contact Center Market: By Industrial Vertical:

  • BFSI
  • Consumer Goods and Retails
  • Government and Public Sector
  • Healthcare and Life Sciences
  • Manufacturing
  • Media & Entertainment
  • IT and Telecom
  • Others

Global Cloud-Based Contact Center Market: By Region:

  • North America
    • The U.S.
    • Canada
  • Europe
    • France
    • The UK
    • Spain
    • Germany
    • Italy
    • Rest of Europe
  • Asia Pacific
    • China
    • Japan
    • India
    • South Korea
    • Southeast Asia
    • Rest of Asia Pacific
  • Latin America
    • Brazil
    • Mexico
    • Rest of Latin America
  • Middle East & Africa
    • GCC
    • South Africa
    • Rest of the Middle East & Africa

KEY REPORT POINTERS & HIGHLIGHTS:

  • Statistically Validated Analysis of Historical, Current, and Projected Industry Trends with Authenticated Market Sizes Information and Data in terms of Value and Volume, wherever applicable
  • Direct and Indirect Factors that Impacted the Industry as well Projected Rationales expected to affect the industry going forward
  • Micro, Meso, Macro, and In-Depth Analysis of Technically relevant and Commercially viable  Segments and Sub-segments of the Market
  • Historical and Projected Company / Vendor / OEM / Supplier Market Shares, Competitive Landscape, and Player Positioning Data
  • Historical and Current Demand (Consumption) and Supply (Production) Scenarios as well as Projected Supply-Demand Scenario Analysis
  • Detailed List of Key Buyers and End-Users (Consumers) analyzed as per Regions and Applications
  • Value Chain and Supply Chain Analysis along with Horizontal and Vertical Integration Scenarios
  • Manufacturing and Production Cost Structure Analysis including Labor Cost, Raw Material Expenses, and Other Manufacturing Expenses, wherever relevant
  • Overview of Key Marketing Strategies and Key Sales Channels Adopted in the Market
  • Market Attractiveness Analysis and Key Investment Opportunity Analysis in the Market going forward
  • Technological Roadmap, Patents Analysis, Potential Substitutes, and Technical Analysis
  • The professionally substantiated market research report study is calculated, constructed, and assembled by implementing a Robust Research Methodology. The Triangular Process comprises a buoyant mix of Exhaustive Primary Research (focused interviews, questionnaires, and ad-hoc surveys) and Extended Secondary Research (paid external databases, proprietary in-house database, and publically-available validated sources), where it is finally triangulated and validated through in-house industry experts, industry leaders, and independent consultants through a tri-level quality check practice.

Table of Content

  1. Chapter 1 Executive Summary
    1. 1.1. Introduction of Cloud Based Contact Center
    2. 1.2. Global Cloud Based Contact Center Market, 2020 & 2026 (USD Million)
    3. 1.3. Global Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
    4. 1.4. Global Cloud Based Contact Center Market Absolute Revenue Opportunity, 2016 – 2026 (USD Million)
    5. 1.5. Global Cloud Based Contact Center Market Incremental Revenue Opportunity, 2020 – 2026 (USD Million)
    6. 1.6. COVID-19 Impacts on Cloud Based Contact Center Market
      1. 1.6.1. COVID-19 Impact on the Player
      2. 1.6.2. Business Strategies and Recommendations
  2. Chapter 2 Cloud Based Contact Center Market – Component Analysis
    1. 2.1. Global Cloud Based Contact Center Market – Component Overview
    2. 2.2. Global Cloud Based Contact Center Market Share, by Component, 2020 & 2026 (USD Million)
    3. 2.3. Solution
      1. 2.3.1. Global Solution Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
    4. 2.4. Service
      1. 2.4.1. Global Service Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
  3. Chapter 3 Cloud Based Contact Center Market – Deployment Analysis
    1. 3.1. Global Cloud Based Contact Center Market – Deployment Overview
    2. 3.2. Global Cloud Based Contact Center Market Share, by Deployment, 2020 & 2026 (USD Million)
    3. 3.3. Public Cloud
      1. 3.3.1. Global Public Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
    4. 3.4. Private Cloud
      1. 3.4.1. Global Private Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
    5. 3.5. Hybrid Cloud
      1. 3.5.1. Global Hybrid Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
  4. Chapter 4 Cloud Based Contact Center Market – Organization Size Analysis
    1. 4.1. Global Cloud Based Contact Center Market – Organization Size Overview
    2. 4.2. Global Cloud Based Contact Center Market Share, by Organization Size, 2020 & 2026 (USD Million)
    3. 4.3. Small and Medium Size Enterprises (SME's)
      1. 4.3.1. Global Small and Medium Size Enterprises (SME's) Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
    4. 4.4. Large Enterprises
      1. 4.4.1. Global Large Enterprises Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
  5. Chapter 5 Cloud Based Contact Center Market – Industrial Vertical Analysis
    1. 5.1. Global Cloud Based Contact Center Market – Industrial Vertical Overview
    2. 5.2. Global Cloud Based Contact Center Market Share, by Industrial Vertical, 2020 & 2026 (USD Million)
    3. 5.3. BFSI
      1. 5.3.1. Global BFSI Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
    4. 5.4. Consumer Goods and Retails
      1. 5.4.1. Global Consumer Goods and Retails Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
    5. 5.5. Government and Public Sector
      1. 5.5.1. Global Government and Public Sector Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
    6. 5.6. Healthcare and Life Sciences
      1. 5.6.1. Global Healthcare and Life Sciences Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
    7. 5.7. Manufacturing
      1. 5.7.1. Global Manufacturing Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
    8. 5.8. Media & Entertainment
      1. 5.8.1. Global Media & Entertainment Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
    9. 5.9. IT and Telecom
      1. 5.9.1. Global IT and Telecom Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
    10. 5.10. Others
      1. 5.10.1. Global Others Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
  6. Chapter 6 Cloud Based Contact Center Market – Regional Analysis
    1. 6.1. Global Cloud Based Contact Center Market Regional Overview
    2. 6.2. Global Cloud Based Contact Center Market Share, by Region, 2020 & 2026 (USD Million)
    3. 6.3. North America
      1. 6.3.1. North America Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
        1. 6.3.1.1. North America Cloud Based Contact Center Market, by Country, 2016 - 2026 (USD Million)
      2. 6.3.2. North America Cloud Based Contact Center Market, by Component, 2016 – 2026
        1. 6.3.2.1. North America Cloud Based Contact Center Market, by Component, 2016 – 2026 (USD Million)
      3. 6.3.3. North America Cloud Based Contact Center Market, by Deployment, 2016 – 2026
        1. 6.3.3.1. North America Cloud Based Contact Center Market, by Deployment, 2016 – 2026 (USD Million)
      4. 6.3.4. North America Cloud Based Contact Center Market, by Organization Size, 2016 – 2026
        1. 6.3.4.1. North America Cloud Based Contact Center Market, by Organization Size, 2016 – 2026 (USD Million)
      5. 6.3.5. North America Cloud Based Contact Center Market, by Industrial Vertical, 2016 – 2026
        1. 6.3.5.1. North America Cloud Based Contact Center Market, by Industrial Vertical, 2016 – 2026 (USD Million)
      6. 6.3.6. U.S.
        1. 6.3.6.1. U.S. Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
      7. 6.3.7. Canada
        1. 6.3.7.1. Canada Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
    4. 6.4. Europe
      1. 6.4.1. Europe Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
        1. 6.4.1.1. Europe Cloud Based Contact Center Market, by Country, 2016 - 2026 (USD Million)
      2. 6.4.2. Europe Cloud Based Contact Center Market, by Component, 2016 – 2026
        1. 6.4.2.1. Europe Cloud Based Contact Center Market, by Component, 2016 – 2026 (USD Million)
      3. 6.4.3. Europe Cloud Based Contact Center Market, by Deployment, 2016 – 2026
        1. 6.4.3.1. Europe Cloud Based Contact Center Market, by Deployment, 2016 – 2026 (USD Million)
      4. 6.4.4. Europe Cloud Based Contact Center Market, by Organization Size, 2016 – 2026
        1. 6.4.4.1. Europe Cloud Based Contact Center Market, by Organization Size, 2016 – 2026 (USD Million)
      5. 6.4.5. Europe Cloud Based Contact Center Market, by Industrial Vertical, 2016 – 2026
        1. 6.4.5.1. Europe Cloud Based Contact Center Market, by Industrial Vertical, 2016 – 2026 (USD Million)
      6. 6.4.6. Germany
        1. 6.4.6.1. Germany Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
      7. 6.4.7. France
        1. 6.4.7.1. France Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
      8. 6.4.8. U.K.
        1. 6.4.8.1. U.K. Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
      9. 6.4.9. Italy
        1. 6.4.9.1. Italy Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
      10. 6.4.10. Spain
        1. 6.4.10.1. Spain Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
      11. 6.4.11. Rest of Europe
        1. 6.4.11.1. Rest of Europe Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
    5. 6.5. Asia Pacific
      1. 6.5.1. Asia Pacific Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
        1. 6.5.1.1. Asia Pacific Cloud Based Contact Center Market, by Country, 2016 - 2026 (USD Million)
      2. 6.5.2. Asia Pacific Cloud Based Contact Center Market, by Component, 2016 – 2026
        1. 6.5.2.1. Asia Pacific Cloud Based Contact Center Market, by Component, 2016 – 2026 (USD Million)
      3. 6.5.3. Asia Pacific Cloud Based Contact Center Market, by Deployment, 2016 – 2026
        1. 6.5.3.1. Asia Pacific Cloud Based Contact Center Market, by Deployment, 2016 – 2026 (USD Million)
      4. 6.5.4. Asia Pacific Cloud Based Contact Center Market, by Organization Size, 2016 – 2026
        1. 6.5.4.1. Asia Pacific Cloud Based Contact Center Market, by Organization Size, 2016 – 2026 (USD Million)
      5. 6.5.5. Asia Pacific Cloud Based Contact Center Market, by Industrial Vertical, 2016 – 2026
        1. 6.5.5.1. Asia Pacific Cloud Based Contact Center Market, by Industrial Vertical, 2016 – 2026 (USD Million)
      6. 6.5.6. China
        1. 6.5.6.1. China Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
      7. 6.5.7. Japan
        1. 6.5.7.1. Japan Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
      8. 6.5.8. India
        1. 6.5.8.1. India Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
      9. 6.5.9. South Korea
        1. 6.5.9.1. South Korea Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
      10. 6.5.10. South-East Asia
        1. 6.5.10.1. South-East Asia Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
      11. 6.5.11. Rest of Asia Pacific
        1. 6.5.11.1. Rest of Asia Pacific Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
    6. 6.6. Latin America
      1. 6.6.1. Latin America Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
        1. 6.6.1.1. Latin America Cloud Based Contact Center Market, by Country, 2016 - 2026 (USD Million)
      2. 6.6.2. Latin America Cloud Based Contact Center Market, by Component, 2016 – 2026
        1. 6.6.2.1. Latin America Cloud Based Contact Center Market, by Component, 2016 – 2026 (USD Million)
      3. 6.6.3. Latin America Cloud Based Contact Center Market, by Deployment, 2016 – 2026
        1. 6.6.3.1. Latin America Cloud Based Contact Center Market, by Deployment, 2016 – 2026 (USD Million)
      4. 6.6.4. Latin America Cloud Based Contact Center Market, by Organization Size, 2016 – 2026
        1. 6.6.4.1. Latin America Cloud Based Contact Center Market, by Organization Size, 2016 – 2026 (USD Million)
      5. 6.6.5. Latin America Cloud Based Contact Center Market, by Industrial Vertical, 2016 – 2026
        1. 6.6.5.1. Latin America Cloud Based Contact Center Market, by Industrial Vertical, 2016 – 2026 (USD Million)
      6. 6.6.6. Brazil
        1. 6.6.6.1. Brazil Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
      7. 6.6.7. Mexico
        1. 6.6.7.1. Mexico Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
      8. 6.6.8. Rest of Latin America
        1. 6.6.8.1. Rest of Latin America Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
    7. 6.7. The Middle-East and Africa
      1. 6.7.1. The Middle-East and Africa Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
        1. 6.7.1.1. The Middle-East and Africa Cloud Based Contact Center Market, by Country, 2016 - 2026 (USD Million)
      2. 6.7.2. The Middle-East and Africa Cloud Based Contact Center Market, by Component, 2016 – 2026
        1. 6.7.2.1. The Middle-East and Africa Cloud Based Contact Center Market, by Component, 2016 – 2026 (USD Million)
      3. 6.7.3. The Middle-East and Africa Cloud Based Contact Center Market, by Deployment, 2016 – 2026
        1. 6.7.3.1. The Middle-East and Africa Cloud Based Contact Center Market, by Deployment, 2016 – 2026 (USD Million)
      4. 6.7.4. The Middle-East and Africa Cloud Based Contact Center Market, by Organization Size, 2016 – 2026
        1. 6.7.4.1. The Middle-East and Africa Cloud Based Contact Center Market, by Organization Size, 2016 – 2026 (USD Million)
      5. 6.7.5. The Middle-East and Africa Cloud Based Contact Center Market, by Industrial Vertical, 2016 – 2026
        1. 6.7.5.1. The Middle-East and Africa Cloud Based Contact Center Market, by Industrial Vertical, 2016 – 2026 (USD Million)
      6. 6.7.6. GCC Countries
        1. 6.7.6.1. GCC Countries Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
      7. 6.7.7. South Africa
        1. 6.7.7.1. South Africa Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
      8. 6.7.8. Rest of Middle-East Africa
        1. 6.7.8.1. Rest of Middle-East Africa Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
  7. Chapter 7 Cloud Based Contact Center Market – Competitive Landscape
    1. 7.1. Competitor Market Share – Revenue
    2. 7.2. Market Concentration Rate Analysis, Top 3 and Top 5 Players
    3. 7.3. Strategic Developments
      1. 7.3.1. Acquisitions and Mergers
      2. 7.3.2. New Products
      3. 7.3.3. Research & Development Activities
  8. Chapter 8 Company Profiles
    1. 8.1. Cisco Systems, Inc.
      1. 8.1.1. Company Overview
      2. 8.1.2. Product/Service Portfolio
      3. 8.1.3. Cisco Systems, Inc. Sales, Revenue, and Gross Margin
      4. 8.1.4. Cisco Systems, Inc. Revenue and Growth Rate
      5. 8.1.5. Cisco Systems, Inc. Market Share
      6. 8.1.6. Recent Initiatives, Funding/VC Activities, and Technological Innovations
    2. 8.2. Dell Technologies Inc.
      1. 8.2.1. Company Overview
      2. 8.2.2. Product/Service Portfolio
      3. 8.2.3. Dell Technologies Inc. Sales, Revenue, and Gross Margin
      4. 8.2.4. Dell Technologies Inc. Revenue and Growth Rate
      5. 8.2.5. Dell Technologies Inc. Market Share
      6. 8.2.6. Recent Initiatives, Funding/VC Activities, and Technological Innovations
    3. 8.3. EON Reality, Inc.
      1. 8.3.1. Company Overview
      2. 8.3.2. Product/Service Portfolio
      3. 8.3.3. EON Reality, Inc. Sales, Revenue, and Gross Margin
      4. 8.3.4. EON Reality, Inc. Revenue and Growth Rate
      5. 8.3.5. EON Reality, Inc. Market Share
      6. 8.3.6. Recent Initiatives, Funding/VC Activities, and Technological Innovations
    4. 8.4. Five9, Inc.
      1. 8.4.1. Company Overview
      2. 8.4.2. Product/Service Portfolio
      3. 8.4.3. Five9, Inc. Sales, Revenue, and Gross Margin
      4. 8.4.4. Five9, Inc. Revenue and Growth Rate
      5. 8.4.5. Five9, Inc. Market Share
      6. 8.4.6. Recent Initiatives, Funding/VC Activities, and Technological Innovations
    5. 8.5. Google, LLC
      1. 8.5.1. Company Overview
      2. 8.5.2. Product/Service Portfolio
      3. 8.5.3. Google, LLC Sales, Revenue, and Gross Margin
      4. 8.5.4. Google, LLC Revenue and Growth Rate
      5. 8.5.5. Google, LLC Market Share
      6. 8.5.6. Recent Initiatives, Funding/VC Activities, and Technological Innovations
    6. 8.6. Connect First, Inc.
      1. 8.6.1. Company Overview
      2. 8.6.2. Product/Service Portfolio
      3. 8.6.3. Connect First, Inc. Sales, Revenue, and Gross Margin
      4. 8.6.4. Connect First, Inc. Revenue and Growth Rate
      5. 8.6.5. Connect First, Inc. Market Share
      6. 8.6.6. Recent Initiatives, Funding/VC Activities, and Technological Innovations
    7. 8.7. Honeywell International, Inc.
      1. 8.7.1. Company Overview
      2. 8.7.2. Product/Service Portfolio
      3. 8.7.3. Honeywell International, Inc. Sales, Revenue, and Gross Margin
      4. 8.7.4. Honeywell International, Inc. Revenue and Growth Rate
      5. 8.7.5. Honeywell International, Inc. Market Share
      6. 8.7.6. Recent Initiatives, Funding/VC Activities, and Technological Innovations
    8. 8.8. HP Development Company, L.P.
      1. 8.8.1. Company Overview
      2. 8.8.2. Product/Service Portfolio
      3. 8.8.3. HP Development Company, L.P. Sales, Revenue, and Gross Margin
      4. 8.8.4. HP Development Company, L.P. Revenue and Growth Rate
      5. 8.8.5. HP Development Company, L.P. Market Share
      6. 8.8.6. Recent Initiatives, Funding/VC Activities, and Technological Innovations
    9. 8.9. HTC Corporation
      1. 8.9.1. Company Overview
      2. 8.9.2. Product/Service Portfolio
      3. 8.9.3. HTC Corporation Sales, Revenue, and Gross Margin
      4. 8.9.4. HTC Corporation Revenue and Growth Rate
      5. 8.9.5. HTC Corporation Market Share
      6. 8.9.6. Recent Initiatives, Funding/VC Activities, and Technological Innovations
    10. 8.10. Magic Leap, Inc.
      1. 8.10.1. Company Overview
      2. 8.10.2. Product/Service Portfolio
      3. 8.10.3. Magic Leap, Inc. Sales, Revenue, and Gross Margin
      4. 8.10.4. Magic Leap, Inc. Revenue and Growth Rate
      5. 8.10.5. Magic Leap, Inc. Market Share
      6. 8.10.6. Recent Initiatives, Funding/VC Activities, and Technological Innovations
    11. 8.11. Genesys
      1. 8.11.1. Company Overview
      2. 8.11.2. Product/Service Portfolio
      3. 8.11.3. Genesys Sales, Revenue, and Gross Margin
      4. 8.11.4. Genesys Revenue and Growth Rate
      5. 8.11.5. Genesys Market Share
      6. 8.11.6. Recent Initiatives, Funding/VC Activities, and Technological Innovations
    12. 8.12. Microsoft Corporation
      1. 8.12.1. Company Overview
      2. 8.12.2. Product/Service Portfolio
      3. 8.12.3. Microsoft Corporation Sales, Revenue, and Gross Margin
      4. 8.12.4. Microsoft Corporation Revenue and Growth Rate
      5. 8.12.5. Microsoft Corporation Market Share
      6. 8.12.6. Recent Initiatives, Funding/VC Activities, and Technological Innovations
    13. 8.13. Oculus VR LLC
      1. 8.13.1. Company Overview
      2. 8.13.2. Product/Service Portfolio
      3. 8.13.3. Oculus VR LLC Sales, Revenue, and Gross Margin
      4. 8.13.4. Oculus VR LLC Revenue and Growth Rate
      5. 8.13.5. Oculus VR LLC Market Share
      6. 8.13.6. Recent Initiatives, Funding/VC Activities, and Technological Innovations
    14. 8.14. Qualcomm Incorporated
      1. 8.14.1. Company Overview
      2. 8.14.2. Product/Service Portfolio
      3. 8.14.3. Qualcomm Incorporated Sales, Revenue, and Gross Margin
      4. 8.14.4. Qualcomm Incorporated Revenue and Growth Rate
      5. 8.14.5. Qualcomm Incorporated Market Share
      6. 8.14.6. Recent Initiatives, Funding/VC Activities, and Technological Innovations
    15. 8.15. Samsung Electronics Co., Ltd.
      1. 8.15.1. Company Overview
      2. 8.15.2. Product/Service Portfolio
      3. 8.15.3. Samsung Electronics Co., Ltd. Sales, Revenue, and Gross Margin
      4. 8.15.4. Samsung Electronics Co., Ltd. Revenue and Growth Rate
      5. 8.15.5. Samsung Electronics Co., Ltd. Market Share
      6. 8.15.6. Recent Initiatives, Funding/VC Activities, and Technological Innovations
    16. 8.16. NICE Ltd.
      1. 8.16.1. Company Overview
      2. 8.16.2. Product/Service Portfolio
      3. 8.16.3. NICE Ltd. Sales, Revenue, and Gross Margin
      4. 8.16.4. NICE Ltd. Revenue and Growth Rate
      5. 8.16.5. NICE Ltd. Market Share
      6. 8.16.6. Recent Initiatives, Funding/VC Activities, and Technological Innovations
    17. 8.17. Oracle Corporation
      1. 8.17.1. Company Overview
      2. 8.17.2. Product/Service Portfolio
      3. 8.17.3. Oracle Corporation Sales, Revenue, and Gross Margin
      4. 8.17.4. Oracle Corporation Revenue and Growth Rate
      5. 8.17.5. Oracle Corporation Market Share
      6. 8.17.6. Recent Initiatives, Funding/VC Activities, and Technological Innovations
    18. 8.18. Nokia Corporation
      1. 8.18.1. Company Overview
      2. 8.18.2. Product/Service Portfolio
      3. 8.18.3. Nokia Corporation Sales, Revenue, and Gross Margin
      4. 8.18.4. Nokia Corporation Revenue and Growth Rate
      5. 8.18.5. Nokia Corporation Market Share
      6. 8.18.6. Recent Initiatives, Funding/VC Activities, and Technological Innovations
    19. 8.19. Sony Interactive Entertainment LLC
      1. 8.19.1. Company Overview
      2. 8.19.2. Product/Service Portfolio
      3. 8.19.3. Sony Interactive Entertainment LLC Sales, Revenue, and Gross Margin
      4. 8.19.4. Sony Interactive Entertainment LLC Revenue and Growth Rate
      5. 8.19.5. Sony Interactive Entertainment LLC Market Share
      6. 8.19.6. Recent Initiatives, Funding/VC Activities, and Technological Innovations
    20. 8.20. Aspect Software, Inc.
      1. 8.20.1. Company Overview
      2. 8.20.2. Product/Service Portfolio
      3. 8.20.3. Aspect Software, Inc. Sales, Revenue, and Gross Margin
      4. 8.20.4. Aspect Software, Inc. Revenue and Growth Rate
      5. 8.20.5. Aspect Software, Inc. Market Share
      6. 8.20.6. Recent Initiatives, Funding/VC Activities, and Technological Innovations
    21. 8.21. Vuzix Corporation
      1. 8.21.1. Company Overview
      2. 8.21.2. Product/Service Portfolio
      3. 8.21.3. Vuzix Corporation Sales, Revenue, and Gross Margin
      4. 8.21.4. Vuzix Corporation Revenue and Growth Rate
      5. 8.21.5. Vuzix Corporation Market Share
      6. 8.21.6. Recent Initiatives, Funding/VC Activities, and Technological Innovations
    22. 8.22. West Corporation
      1. 8.22.1. Company Overview
      2. 8.22.2. Product/Service Portfolio
      3. 8.22.3. West Corporation Sales, Revenue, and Gross Margin
      4. 8.22.4. West Corporation Revenue and Growth Rate
      5. 8.22.5. West Corporation Market Share
      6. 8.22.6. Recent Initiatives, Funding/VC Activities, and Technological Innovations
  9. Chapter 9 Cloud Based Contact Center — Industry Analysis
    1. 9.1. Introduction and Taxonomy
    2. 9.2. Cloud Based Contact Center Market – Key Trends
      1. 9.2.1. Market Drivers
      2. 9.2.2. Market Restraints
      3. 9.2.3. Market Opportunities
    3. 9.3. Porter’s Five Forces Model
      1. 9.3.1. Bargaining Power of Buyers
      2. 9.3.2. Bargaining Power of Suppliers
      3. 9.3.3. Threat of Substitute
      4. 9.3.4. Threat of New Entrants
      5. 9.3.5. Rivalry among Existing Competitors
    4. 9.4. PESTEL Analysis
    5. 9.5. SWOT Analysis
    6. 9.6. Technology Roadmap and Timeline
    7. 9.7. Cloud Based Contact Center Market – Attractiveness Analysis
      1. 9.7.1. By Component
      2. 9.7.2. By Deployment
      3. 9.7.3. By Organization Size
      4. 9.7.4. By Industrial Vertical
      5. 9.7.5. By Region
  10. Chapter 10 Marketing Strategy Analysis
    1. 10.1. Marketing Channel
    2. 10.2. Direct Marketing
    3. 10.3. Indirect Marketing
    4. 10.4. Marketing Channel Development Trends
    5. 10.5. Economic/Political Environmental Change
  11. Chapter 11 Report Conclusion & Key Insights
    1. 11.1. Key Insights from Primary Interviews & Surveys Respondents
    2. 11.2. Key Takeaways from Analysts, Consultants, and Industry Leaders
  12. Chapter 12 Research Approach & Methodology
    1. 12.1. Report Description
    2. 12.2. Research Scope
    3. 12.3. Research Methodology
      1. 12.3.1. Secondary Research
      2. 12.3.2. Primary Research
      3. 12.3.3. Statistical Models
        1. 12.3.3.1. Company Share Analysis Model
        2. 12.3.3.2. Revenue Based Modeling
      4. 12.3.4. Research Limitations

      List of Figures

      Fig.1	Product Picture of Cloud Based Contact Center
      Fig.2	Global Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
      Fig.3	Global Cloud Based Contact Center Market Absolute Revenue Opportunity, 2016 – 2026 (USD Million)
      Fig.4	Global Cloud Based Contact Center Market Incremental Revenue Opportunity, 2020 – 2026 (USD Million)
      Fig.5	COVID-19 Impacts on Cloud Based Contact Center Market
      Fig.6	COVID-19 Impact on the Player
      Fig.7	Business Strategies and Recommendations
      Fig.8	Global Cloud Based Contact Center Market Share, by Component, 2020 & 2026 (USD Million)
      Fig.9	Global Solution Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
      Fig.10	Global Service Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
      Fig.11	Global Cloud Based Contact Center Market Share, by Deployment, 2020 & 2026 (USD Million)
      Fig.12	Global Public Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
      Fig.13	Global Private Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
      Fig.14	Global Hybrid Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
      Fig.15	Global Cloud Based Contact Center Market Share, by Organization Size, 2020 & 2026 (USD Million)
      Fig.16	Global Small and Medium Size Enterprises (SME's) Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
      Fig.17	Global Large Enterprises Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
      Fig.18	Global Cloud Based Contact Center Market Share, by Industrial Vertical, 2020 & 2026 (USD Million)
      Fig.19	Global BFSI Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
      Fig.20	Global Consumer Goods and Retails Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
      Fig.21	Global Government and Public Sector Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
      Fig.22	Global Healthcare and Life Sciences Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
      Fig.23	Global Manufacturing Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
      Fig.24	Global Media & Entertainment Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
      Fig.25	Global IT and Telecom Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
      Fig.26	Global Others Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
      Fig.27	Global Cloud Based Contact Center Market Share, by Region, 2020 & 2026 (USD Million)
      Fig.28	North America Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
      Fig.29	U.S. Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
      Fig.30	Canada Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
      Fig.31	Europe Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
      Fig.32	Germany Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
      Fig.33	France Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
      Fig.34	U.K. Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
      Fig.35	Italy Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
      Fig.36	Spain Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
      Fig.37	Rest of Europe Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
      Fig.38	Asia Pacific Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
      Fig.39	China Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
      Fig.40	Japan Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
      Fig.41	India Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
      Fig.42	South  Korea Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
      Fig.43	South-East Asia Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
      Fig.44	Rest of Asia Pacific Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
      Fig.45	Latin America Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
      Fig.46	Brazil Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
      Fig.47	Mexico Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
      Fig.48	Rest of Latin America Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
      Fig.49	The Middle-East and Africa Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
      Fig.50	GCC Countries Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
      Fig.51	South Africa Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
      Fig.52	Rest of Middle-East Africa Cloud Based Contact Center Market, 2016 – 2026 (USD Million)
      Fig.53	Competitor Market Share – Revenue
      Fig.54	Cisco Systems, Inc. Revenue and Growth Rate
      Fig.55	Cisco Systems, Inc. Market Share
      Fig.56	Dell Technologies Inc. Revenue and Growth Rate
      Fig.57	Dell Technologies Inc. Market Share
      Fig.58	EON Reality, Inc. Revenue and Growth Rate
      Fig.59	EON Reality, Inc. Market Share
      Fig.60	Five9, Inc. Revenue and Growth Rate
      Fig.61	Five9, Inc. Market Share
      Fig.62	Google, LLC Revenue and Growth Rate
      Fig.63	Google, LLC Market Share
      Fig.64	Connect First, Inc. Revenue and Growth Rate
      Fig.65	Connect First, Inc. Market Share
      Fig.66	Honeywell International, Inc. Revenue and Growth Rate
      Fig.67	Honeywell International, Inc. Market Share
      Fig.68	HP Development Company, L.P. Revenue and Growth Rate
      Fig.69	HP Development Company, L.P. Market Share
      Fig.70	HTC Corporation Revenue and Growth Rate
      Fig.71	HTC Corporation Market Share
      Fig.72	Magic Leap, Inc. Revenue and Growth Rate
      Fig.73	Magic Leap, Inc. Market Share
      Fig.74	Genesys Revenue and Growth Rate
      Fig.75	Genesys Market Share
      Fig.76	Microsoft Corporation Revenue and Growth Rate
      Fig.77	Microsoft Corporation Market Share
      Fig.78	Oculus VR LLC Revenue and Growth Rate
      Fig.79	Oculus VR LLC Market Share
      Fig.80	Qualcomm Incorporated Revenue and Growth Rate
      Fig.81	Qualcomm Incorporated Market Share
      Fig.82	Samsung Electronics Co., Ltd. Revenue and Growth Rate
      Fig.83	Samsung Electronics Co., Ltd. Market Share
      Fig.84	NICE Ltd. Revenue and Growth Rate
      Fig.85	NICE Ltd. Market Share
      Fig.86	Oracle Corporation Revenue and Growth Rate
      Fig.87	Oracle Corporation Market Share
      Fig.88	Nokia Corporation Revenue and Growth Rate
      Fig.89	Nokia Corporation Market Share
      Fig.90	Sony Interactive Entertainment LLC Revenue and Growth Rate
      Fig.91	Sony Interactive Entertainment LLC Market Share
      Fig.92	Aspect Software, Inc. Revenue and Growth Rate
      Fig.93	Aspect Software, Inc. Market Share
      Fig.94	Vuzix Corporation Revenue and Growth Rate
      Fig.95	Vuzix Corporation Market Share
      Fig.96	West Corporation Revenue and Growth Rate
      Fig.97	West Corporation Market Share
      Fig.98	Market Dynamics
      Fig.99	PESTEL Analysis
      Fig.100	SWOT Analysis
      Fig.101	Technology Roadmap and Timeline
      Fig.102	Market Attractiveness Analysis – By Component
      Fig.103	Market Attractiveness Analysis – By Deployment
      Fig.104	Market Attractiveness Analysis – By Organization Size
      Fig.105	Market Attractiveness Analysis – By Industrial Vertical
      Fig.106	Market Attractiveness Analysis – By Region
      Fig.107	Market Channels
      Fig.108	Marketing Channel Development Trend
      Fig.109	Growth in World Gross Product, 2008-2018
      

      List of Tables

      Table 1	Global Cloud Based Contact Center Market, 2020 & 2026 (USD Million)
      Table 2	Global Cloud Based Contact Center Market, by Component, 2016 – 2026 (USD Million)
      Table 3	Global Cloud Based Contact Center Market, by Deployment, 2016 – 2026 (USD Million)
      Table 4	Global Cloud Based Contact Center Market, by Organization Size, 2016 – 2026 (USD Million)
      Table 5	Global Cloud Based Contact Center Market, by Industrial Vertical, 2016 – 2026 (USD Million)
      Table 6	Global Cloud Based Contact Center Market, by Region, 2016 – 2026 (USD Million)
      Table 7	North America Cloud Based Contact Center Market, by Country, 2016 – 2026 (USD Million)
      Table 8	North America Cloud Based Contact Center Market, by Component, 2016 – 2026 (USD Million)
      Table 9 North America Cloud Based Contact Center Market, by Deployment, 2016 – 2026 (USD Million)
      Table 10 North America Cloud Based Contact Center Market, by Organization Size, 2016 – 2026 (USD Million)
      Table 11 North America Cloud Based Contact Center Market, by Industrial Vertical, 2016 – 2026 (USD Million)
      Table 12 Europe Cloud Based Contact Center Market, by Country, 2016 – 2026 (USD Million)
      Table 13 Europe Cloud Based Contact Center Market, by Component, 2016 – 2026 (USD Million)
      Table 14 Europe Cloud Based Contact Center Market, by Deployment, 2016 – 2026 (USD Million)
      Table 15 Europe Cloud Based Contact Center Market, by Organization Size, 2016 – 2026 (USD Million)
      Table 16 Europe Cloud Based Contact Center Market, by Industrial Vertical, 2016 – 2026 (USD Million)
      Table 17 Asia Pacific Cloud Based Contact Center Market, by Country, 2016 – 2026 (USD Million)
      Table 18 Asia Pacific Cloud Based Contact Center Market, by Component, 2016 – 2026 (USD Million)
      Table 19 Asia Pacific Cloud Based Contact Center Market, by Deployment, 2016 – 2026 (USD Million)
      Table 20 Asia Pacific Cloud Based Contact Center Market, by Organization Size, 2016 – 2026 (USD Million)
      Table 21 Asia Pacific Cloud Based Contact Center Market, by Industrial Vertical, 2016 – 2026 (USD Million)
      Table 22 Latin America Cloud Based Contact Center Market, by Country, 2016 – 2026 (USD Million)
      Table 23 Latin America Cloud Based Contact Center Market, by Component, 2016 – 2026 (USD Million)
      Table 24 Latin America Cloud Based Contact Center Market, by Deployment, 2016 – 2026 (USD Million)
      Table 25 Latin America Cloud Based Contact Center Market, by Organization Size, 2016 – 2026 (USD Million)
      Table 26 Latin America Cloud Based Contact Center Market, by Industrial Vertical, 2016 – 2026 (USD Million)
      Table 27 The Middle-East and Africa Cloud Based Contact Center Market, by Country, 2016 – 2026 (USD Million)
      Table 28 The Middle-East and Africa Cloud Based Contact Center Market, by Component, 2016 – 2026 (USD Million)
      Table 29 The Middle-East and Africa Cloud Based Contact Center Market, by Deployment, 2016 – 2026 (USD Million)
      Table 30 The Middle-East and Africa Cloud Based Contact Center Market, by Organization Size, 2016 – 2026 (USD Million)
      Table 31 The Middle-East and Africa Cloud Based Contact Center Market, by Industrial Vertical, 2016 – 2026 (USD Million)
      Table 32 Global Cloud Based Contact Center Market - Company Revenue Analysis, 2016 – 2020 (USD Million)
      Table 33 Global Cloud Based Contact Center Market - Company Revenue Share Analysis, 2016 – 2020 (%)
      Table 34 Acquisitions and Mergers
      Table 35 Market Drivers – Impact Analysis
      Table 36 Market Restraints
      Table 37 Market Opportunities
      

Industry Major Market Players

  • Cisco Systems Inc.
  • Dell Technologies Inc.
  • EON Reality Inc.
  • Five9 Inc.
  • Google
  • LLC
  • Connect First, Inc.
  • Honeywell International Inc.
  • HP Development Company
  • L.P.
  • HTC Corporation
  • Magic Leap Inc.
  • Genesys
  • Microsoft Corporation
  • Oculus VR LLC
  • Qualcomm Incorporated
  • Samsung Electronics Co. Ltd.
  • NICE Ltd.
  • Oracle Corporation
  • Nokia Corporation
  • Sony Interactive Entertainment LLC
  • Aspect Software Inc.
  • Vuzix Corporation 
  • West Corporation

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