Cloud-based solutions are becoming increasingly important for business enterprises due to the rapid adoption of new technology and the need to reduce data storage and handling costs. Cloud-based contact centres are synchronized systems designed for organizations that enable communication among resources through a secured and appropriate channel. The growing adoption of cloud-based services by network service providers (NSPs) is a prominent factor driving the escalating cloud-based contact centre market. With the globalization of businesses, organizations are demanding an interconnected cloud-based unified communication service for their employees. With such high demand from organizations, NSPs realize the potential of cloud-based contact centre services to expand their offerings on a global basis.
Due to their cost-effective nature, small and mid-sized organizations are early adopters of cloud-based contact centre services, thereby creating a prominent consumer base. This is also due to the fact that small and midsized organizations have relatively higher adoption rates of cloud services, especially in North America and Europe. On the other hand, features such as global accessibility have attracted larger enterprises for their simplified and flexible communication processes among resources. The growing trend of outsourcing services is another factor supporting the growth of the cloud-based contact centre market. As organizations are looking to stay focused on their core business, the outsourcing of supportive processes has emerged as an important trend to minimize costs and enhance productivity. For instance, in April 2018, TCN, Inc., a cloud-based call centre service provider, announced it would sign a contract with CallMiner, Inc., a customer engagement analytics provider. With this partnership, TCN, Inc. will offer its cloud-based contact centre service to CallMiner, Inc. This partnership allows CallMiner, Inc. to transcribe, record, and obtain important insights from customer calls. As this is very sensitive data to handle, TCN, Inc. will offer a very secure and flexible cloud-based contact centre to CallMiner, Inc.
With strong penetration of cloud-based services, adoption for cloud-based contact centre services continues to grow in North America. The presence of a large number of market players is another important factor supporting the strong penetration of these solutions in the region. Further, factors such as cost-effectiveness and global accessibility are expected to encourage the adoption of cloud-based contact centres at a high rate in Asia Pacific. With strong growth in retail and the IT and telecommunications sectors, the region is set to emerge highly promising in the following years. Similarly, with the growing number of BPOs in the region, organizations continue to focus on improving their customer service to stand out strongly in the competitive market.
The global market for cloud-based contact centres is segmented on the following basis:
- On-demand Services
- End-to-end Services
- Small and Medium Enterprises (SMEs)
- Large Enterprises
- Interactive Voice Response (IVR)
- Automatic Call Distribution (ACD)
- Agent Performance Optimization (APO)
- Computer Telephonic Integration
- Analytics and Reporting
- Banks, Financial Services, and Insurance (BFSI)
- Media & Entertainment
- IT & Telecommunication
- Energy and Power
- Travel & Hospitality
- Healthcare & Life Science
- North America
- Rest of Europe
- Rest of Asia-Pacific
- Latin America
- Rest of Latin America
- Middle East and Africa
- GCC Countries
- South Africa
- Rest of Middle East and Africa
Key players identified in the cloud-based contact centres market include but are not limited to:
International Business Machines (IBM) Corporation, Accenture Plc., SAP SE, Enghouse Systems Ltd., Cisco Systems, Inc., inContact, Inc., Genesys Telecommunications Laboratories, Inc., Connect First, Inc., Verizon Communications, Inc., Oracle Corporation, 8×8, Inc., Five9, Inc., 3CLogic, Inc., Interactive Intelligence Group, Inc., and others.