Cloud-Based Contact Centre Market Research Report, By Solution (Automatic Call Distribution, Agent Performance Optimization), Application (Workforce Optimization, Data Integration & Recording), Vertical (BFSI, IT &Telecomm.) — Global Forecast till 2023
Market Highlights
The cloud-based model has a high demand in contact centre market for making connections with the help of social media, email, voice and the Web accessible virtually from any location. Pay-per-use subscription pricing model for end-users, improved business continuity, cloud compliance, and improved integration, and usability drives the cloud-based contact centre market. However, this market faces some challenges associated with the adoption such as maintaining integration levels and poor IT infrastructure for cloud-based contact centres. Cloud-based contact centre market operates in various verticals such as BFSI, retail, government and public sector, healthcare and life sciences, manufacturing, media and entertainment, and IT & telecommunication. IT & telecommunication is expected to hold largest market share during forecast period.
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Key players:
The prominent players in cloud-based contact centre market are NICE Ltd. (Israel), 8x8 Inc. (US), Five9 (US), Cisco Systems (US), Genesys (US), Oracle Corporation (US), NewVoiceMedia (UK), Connect First (US), Aspect Software (US), and Extreme Networks among others.
Other players in cloud-based contact centre market are Liveops, Inc. (US), inContact, Inc.(US), 3CLogic (US), Accurate Always, Inc.(US), Interlink Network Systems (US), KM2 Solutions (US), Servion Global Solutions (India), and CCT Solutions (US) among others.
Regional Analysis
The global market for cloud-based contact centre is estimated to grow at a significant rate during the forecast period from 2018 to 2023. The geographical analysis of cloud-base contact centre market is studied for North America, Europe, Asia-Pacific, and the rest of the world.
North America is expected to dominate the cloud-based contact centre market during the forecast period. The US is the major contributor to the North American market due to presence of many global players and high adoption of cloud services. Increasing rate of innovation in North American market is accelerating the rate of adoption of cloud-based contact centres. Outsourcing management and expertise is gaining pace, as organizations in this region are looking to stay focused on their core businesses. Latin America and Middle East & Africa (LMEA) is expected to grow steadily due to the increasing trends of cloud services.
Europe is expected grow at a stable rate during the forecast period. Presence of huge car manufacturing sector and healthcare industries drives the cloud-based contact centre market in Europe. Asia-Pacific is expected grow at a faster rate during the forecast period due to presence of many IT & telecommunication companies. Due to increasing adoption of electronic devices as well as huge investment in R&D by China and Japan drives the cloud-based contact centre market during the forecast period.
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Cloud-Based Contact Centre Market Research Report, By Solution (Automatic Call Distribution, Agent Performance Optimization), Application (Workforce Optimization, Data Integration & Recording), Vertical (BFSI, IT ) — Global Forecast till 2027Market HighlightsThe prevalence of cloud compliance requirements is estimated to motivate the cloud-based contact center market 2020.
As businesses increasingly focus on decreasing cost and advancing ROI is predicted to create advantageous opportunities for the cloud-based contact center market size in the impending period.Get a Free Sample @ https://www.marketresearchfuture.com/sample_request/6358Segmental Analysis The segmental investigation of the cloud-based contact center market is conducted on the basis of solution, services, organization size, deployment model, vertical and region.
On the basis of the services, the cloud-based contact center market is divided into professional service and managed service.
Based on the region, the cloud-based contact center market is segmented into North America, Europe, Asia-Pacific and the rest of the regions in the market.
Based on the solutions, the cloud-based contact center market is segmented into computer telephony integration, agent performance optimization, reporting and analytics, dialers, interactive voice response, automatic call distribution, security, and others.
Based on the verticals, the cloud-based contact center market is segmented into manufacturing, BFSI, retail, IT & telecommunication, government & public sector, healthcare & life sciences, media & entertainment and others.Regional AnalysisThe regional examination of the cloud-based contact center market includes regions such as North America, Europe, Asia-Pacific and the rest of the regions in the market.
Contact Center Analytics Market, By Component (Software, Services), By Deployment (On-premises, on-demand), By Organization size, By Application (Real-time Monitoring, Workforce Optimization, Customer Experience Management), By End-users (BFSI, Healthcare, Manufacturing, Retail) - Forecast 2023Overview:Contact center analytics are tools that help in reducing the workload of organizations without affecting the customer satisfaction much.
The system introduces a proper measurement tactics of the performance of customer service representative to analyze the lack and improve the customer relationship methodologies.
The Contact Center Analytics Market is gaining from these features and is expected to score 16% CAGR during the forecast period (2017-2023) and exceed a valuation of USD 1.52 billion.
Market research Future (MRFR), in a detailed report on the same market claimed the US can lead the market by fetching in substantial revenues.Factors like better customer relationship management, ability to provide better insights regarding customer handling, increasing integration of cloud computing and others are expected to impact the global contact center analytics market in the foreseeable future.
Out of these, customer experience management accounted for the largest market share, because of automatically assigning a reason for all customer contacts based on speech, text, desktop and transaction analytics.
Also, predictive analytics capabilities enable contact centers to detect and analyze cross-channel behavior patterns.On the basis of end-users, the market has been segmented into banking & finance, manufacturing, government, it & telecommunications, energy & utilities, healthcare, automotive, media & entertainment among others.On the basis of region, the market has been bifurcated into North-America, Europe, Asia-Pacific and Rest of the world.Key PlayersThe key players in the contact center analytics global market include Cisco Systems, Inc. (US), Verint Systems Inc. (US), Genpact Limited (Bermuda), Genesys (US), 8X8 Inc. (US), Mitel Networks Corporation (Canada), Oracle Corporation (US), SAP SE (Germany), NICE Ltd. (Israel), Five9, Inc. (US), Enghouse Interactive (US), Servion Global Solutions (India) and CallMiner (US) among others.According to Market Research Future, market has been segmented into touch point, end-users and region.Regional Analysis:The global contact center analytics market is expected to grow significantly over the forecast period, 2017-2023.
It includes the size, share, growth, trends, key players, segments and regional analysis in detail during the study year 2020-2027.The research report also covers the comprehensive profiles of the key players in the market and an in-depth view of the competitive landscape worldwide.
The major players in the Contact Center Software market include 8X8, Inc., ALE International, Altivon, Amazon Web Services, Inc., Ameyo, Amtelco, Aspect Software, Avaya Inc., Avoxi, Cisco Systems, Inc., Enghouse Interactive Inc., Exotel Techcom Pvt.
Ltd., Five9, Inc., Genesys, Microsoft Corporation, NEC Corporation and SAP SE.
This section consists of a holistic view of the competitive landscape that includes various strategic developments such as key mergers & acquisitions, future capacities, partnerships, financial overviews, collaborations, new product developments, new product launches, and other developments.Get more information on "Global Contact Center Software Market Research Report" by requesting FREE Sample Copy at https://www.valuemarketresearch.com/contact/contact-center-software-market/download-sampleMarket DynamicsThe market is predominantly driven by speedy technological advancement in the area of customer relationship management, and the integration of ML and AI into business processes is expected to propel the growth of the market.
In addition to this, the emergence of the omnichannel customer experience towards Contact Center Software is projected to catalyze growth during the forecast period.
Further, rising demand from telecom, IT, BFSI, retail sectors, consumer goods, and services are expected to drive the growth of the market.
Market OverviewAccording to Market Research Future (MRFR), the global contact center analytics market size is expected to reach USD 1.52 billion at a CAGR of 16% from 2020 to 2027 (forecast period).
The report discusses the present situation and the growth opportunities of the global contact center analytics market.
The study offers insights into COVID-19, considering shifts in customer behavior and demand, buying trends, complexities of emerging market forces, and significant government interventions.
The latest report offers information, projections, and forecast, taking into account the effect of COVID-19 on the market.Contact center analytics are often used to measure customer service representatives' performance, both individually and as a whole.
In general, call centers are used to analyze interactions and define gaps so that adequate corrections can be made.
The call center analytics helps organizations solve everyday obstacles.Request a Free Sample @ https://www.marketresearchfuture.com/sample_request/3934Market DynamicsFactors promoting the growth of the market for contact center analytics are growing demand for better customer experience management solutions, allowing businesses to gain valuable insights to enhance customer experience and the expansion of cloud computing.
