Last updateThu, 01 Feb 2018 3pm

Back You are here: Home Breaking News World News EMEA - Asia Cloud-Based Contact Center Market Worth 15.67 Billion USD by 2021

Cloud-Based Contact Center Market Worth 15.67 Billion USD by 2021

CloudContactCenterMarketPUNE, India, November, 2016 - According to a new market research report "Cloud-Based Contact Center Market by Solution (Dialers, Reporting, and analytics), Service (Professional and Managed), Application, Deployment Model, Organization size, Industry vertical, and Region - Global Forecast to 2021", published by MarketsandMarkets, the market size is expected to grow from USD 5.43 Billion in 2016 to USD 15.67 Billion by 2021, at a Compound Annual Growth Rate (CAGR) of 23.6% during the forecast period.

Browse 74 market data Tables and 57 Figures spread through 165 Pages and in-depth TOC on "Cloud-Based Contact Center Market"

Early buyers will receive 10% customization on this report.

The major drivers of this market include the need for disaster recovery, faster deployment and flexibility of cloud solutions, and the need for compliance management. 

Dialer is expected to be the most promising solution during the forecast period

On the basis of solutions, the dialer segment is projected to grow at the highest CAGR during the forecast period. Dialers are a part of outbound dialing technology. Various dialers such as preview dialers and progressive dialers systems provide automatic dialing when the agent is ready, along with other benefits such as external table dialing and dynamic filtering. These benefits have led to the high demand for dialers.

Managed services segment is expected to grow at the highest CAGR during the forecast period

With increasing deployment of the solutions, the services segment is expected to grow in the coming years. The managed services segment is expected to grow at the highest CAGR during the forecast period. Managed services enable organizations to outsource their entire or a part of the IT infrastructure and operations to focus on their key business goals. Outsourcing helps contact center-based companies to reduce the cost incurred on network and IT spending by eliminating Capital Expenditure (CAPEX) and Operational Expenditure (OPEX).

Consumer goods and retail industry is expected to grow at the highest CAGR during the forecast period

The cloud-based contact center plays a very important role in the consumer goods and retail industry. The customers touch points in this vertical basically comprise retail stores, web-catalog, and customer call center. The vendors in this industry need a comprehensive cloud environment to offer their respective products and services to the customers. Contact center solutions have become an integral part of the eCommerce industry and are acting as a strong channel for retailers to attain customer loyalty in the highly competitive market.

Presently, North America contributes the maximum market share in the Cloud-Based Contact Center Market

North America is expected to hold the largest market share and dominate the Cloud-Based Contact Center Market in 2016, due to the larger internet penetration rate and quick shift from isolated infrastructure to cloud in the region. Asia-Pacific (APAC) is expected to grow at the highest rate during this forecast period. Growing acceptance of cloud-based solutions, emerging technologies like Internet of Things (IoT) as well as big data and mobility are the major drivers in this region.

About MarketsandMarkets  

MarketsandMarkets is the largest market research firm worldwide in terms of annually published premium market research reports. Serving 1700 global fortune enterprises with more than 1200 premium studies in a year, M&M is catering to a multitude of clients across 8 different industrial verticals. We specialize in consulting assignments and business research across high growth markets, cutting edge technologies and newer applications.

Breaking News

Latam - EMEA / Asia - Europa - U.S. - Schedule


CRM - Cloud Computing - Platforms


The most important interviews

Human Capital

TEmployement Brand - Jobs

Management »

Motivation - Engagement

Book reviews

This email address is being protected from spambots. You need JavaScript enabled to view it. esp contacto

Manual for Strategic Management Contat Center

Written by Elsa Basile. Learning Goals, Issues Debates, Case Studies on Human Capital, Technology, Operations and Management