Cloud-Based Contact Center Infrastructure Market By Application (Customer relationship management, Multimedia contact, Quality monitoring, Interactive voice response, Automated call distributor), By Mode of Deployment (Public cloud, Private cloud, Hybrid cloud), By Size of Organization (Small, Medium, Large), Industry Trends, Estimation & Forecast, 2017 - 2025

July 2018

 Pages: 184

 ERC 8489

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Cloud-Based Contact Center Infrastructure Market is expected to grow with a CAGR of xx% during the forecast period of 2018 to 2025.

Cloud-based contact center infrastructure is a cost effective approach which facilitates seamless communication with customers over the internet. The key market driver fueling the growth of global cloud-based contact center infrastructure market is that there is no additional hardware cost and set-up cost required. Moreover, cloud-based contact centers allow their agents to work remotely, thus offering reliable customer support, irrespective of their geographic location and time. In addition, cloud-based contact center offers scalable software system, which saves the substantial cost of additional hardware requirement. These are the factors elevating the growth of global cloud-based contact center infrastructure market. On the other hand, the major restraint for the growth of this market is data security. Data may get stolen while agents are working remotely by third party phishing or malware apps. Moreover, the voice quality in cloud-based contact center depends upon the speed and quality of internet connection available, thus a poor internet connectivity might hinder the growth of cloud-based contact center infrastructure market.

The report provides detailed qualitative and quantitative analysis of the cloud-based contact center infrastructure market. Market size and forecast in terms of value has been provided for the period - (2017 - 2025), for the segments namely application, mode of deployment, size of organization and geography in each of the major regions.

Cloud-Based Contact Center Infrastructure Market Player Analysis

The report presents detailed analysis of major players operating in cloud-based contact center infrastructure market. Few of the include 88, Inc., BroadSoft, Inc., Content Guru, eLoyalty, LLC, Enghouse Interactive, Five9, Inc., Genesys, NewVoiceMedia, NICE inContact, Serenova, Sharpen, Twilio, Inc. Detailed coverage on these market players with information on their revenue from cloud-based contact center infrastructure business, market share, gross margin and their growth strategies have been provided in the report.

Market Segmentation

Cloud-based contact center infrastructure market is segmented on the basis of application, mode of deployment, size of organization and geography. By application, the market is segmented into customer relationship management, multimedia contact, quality monitoring, interactive voice response and automated call distributor. On the basis of mode of deployment, the market is categorized as public cloud, private cloud and hybrid cloud. By size of organization, market is segmented into small enterprise, medium enterprise and large enterprise. Geographical coverage has been provided for each of the major regions including North America, Europe, Asia-Pacific, South America and Rest of the World.

Cloud-Based Contact Center Infrastructure Market Segmentation

By Application
• Customer relationship management
• Multimedia contact
• Quality monitoring
• Interactive voice response
• Automated call distributor

By Mode of Deployment
• Public cloud
• Private cloud
• Hybrid cloud

By Size of Organization
• Small enterprise
• Medium enterprise
• Large enterprise

By Geography
• North America
• U.S.
• Canada
• Mexico
• Europe
• U.K.
• France
• Germany
• Italy
• Spain
• Rest of Europe
• Asia-Pacific
• China
• Japan
• India
• Korea
• Rest of APAC
• South America
• Brazil
• Rest of South America
• Rest of the World
• Middle East
• Africa

Cloud-Based Contact Center Infrastructure Market Key Players

• 88, Inc.
• BroadSoft, Inc.
• Content Guru
• eLoyalty, LLC
• Enghouse Interactive
• Five9, Inc.
• Genesys
• NewVoiceMedia
• NICE inContact
• Serenova
• Sharpen
• Twilio, Inc.

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    What Information does this report contain?

    • What was the market size of the Cloud-Based Contact Center Infrastructure Market in 2017 and the expected market size by 2025, along with the growth rate?
    • An in-depth analysis of the current impacting factors, opportunities and challenges/restraints in the market
    • Which are the largest revenue generating products, services or regions and their comparative growth rate?
    • Which technology is in trend and how would it evolve during the forecast period (2017 - 2025)?
    • Which are the leading companies in the Cloud-Based Contact Center Infrastructure Market and their competitive positioning basis their market share, product portfolio, strategic attempts and business focus?

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