Home » Cloud-Based Contact Centers Market

Cloud-Based Contact Centers Market Growth, Future Prospects & Competitive Analysis, 2018 – 2026

Price: $4999

Published: | Report ID: 3599 | Report Format : PDF

Market Insights

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.

Design Element 2

Access crucial information at unmatched prices!

Request your free sample report today & start making informed decisions powered by Credence Research!

Download Free Sample
CTA Design Element 3

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:

Engagement Model:

  • 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)
  • Dialers
  • Computer Telephonic Integration
  • Analytics and Reporting

Industry Verticals:

  • Banks, Financial Services, and Insurance (BFSI)
  • Media & Entertainment
  • IT & Telecommunication
  • Manufacturing
  • Defense
  • Energy and Power
  • Travel & Hospitality
  • Healthcare & Life Science


  • North America
    • U.S.
    • Canada
  • Europe
    • Germany
    • France
    • Italy
    • U.K.
    • Russia
    • Rest of Europe
  • Asia-Pacific
    • India
    • China
    • Japan
    • Rest of Asia-Pacific
  • Latin America
    • Brazil
    • Mexico
    • Rest of Latin America
  • Middle East and Africa
    • GCC Countries
    • South Africa
    • Rest of Middle East and Africa

Shape Your Report to Specific Countries or Regions & Enjoy 30% Off!

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.

Frequently Asked Questions

What is the size of Cloud-Based Contact Centers Market?

The market for Cloud-Based Contact Centers Market is expected to reach US$ XX Mn By 2026.

What is the Cloud-Based Contact Centers Market CAGR?

The Cloud-Based Contact Centers Market is expected to see significant CAGR growth over the coming years, at XX%.

What is the Forecast period considered for Cloud-Based Contact Centers Market?

The report is forecasted from 2018-2026.

What is the base year considered for Cloud-Based Contact Centers Market?

The base year of this report is 2017.

Who are the major players in this market?

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. are some of the major players in the global market.

Soil Analysis Technology Market

Report ID: 33640

Business Intelligence (BI) Market

Report ID: 32098

Digital Forensics Market

Report ID: 4951

Mobile Virtual Network Operator (MVNO) Market

Report ID: 8967

Life Insurance Policy Administration System Market

Report ID: 33444

Automatic Environmental Control Market

Report ID: 33335

Traffic Enforcement Camera Market

Report ID: 11504

Metrology Services Market

Report ID: 8126

Metrology Software Market

Report ID: 8138

Rapid Microbiology Tests in Food and Beverages Market

Report ID: 8721

3D Concrete Printing Market

Report ID: 966

Enterprise Mobility Management (EMM) Market

Report ID: 32661

Purchase Options

Delivery Format: Excel.
Designed for the individual purchaser.
Users located at a single corporate site or regional office.
Allowed for unlimited sharing globally within one company.
Smallform of Sample request

Have a question?

User Profile

Don’t settle for less – trust Mitul to help you find the best solution.

Report delivery within 24 to 48 hours

– Other Info –

What people say?-

User Review

I am very impressed with the information in this report. The author clearly did their research when they came up with this product and it has already given me a lot of ideas.

Jana Schmidt
CEDAR CX Technologies

– Connect with us –


+91 6232 49 3207


24/7 Research Support


– Research Methodology –

Going beyond the basics: advanced techniques in research methodology

– Trusted By –

Pepshi, LG, Nestle
Motorola, Honeywell, Johnson and johnson
LG Chem, SIEMENS, Pfizer
Unilever, Samsonite, QIAGEN