Global Cloud-based Contact Center Market to Reach USD 162.5 Billion by 2032, Impelled by Rising Need for Efficient Communication Systems

November 13, 2024 | Technology & Media

According to the latest report by IMARC Group, titled "Cloud-based Contact Center Market Report by Component (Solution, Service), Deployment Mode (Public Cloud, Private Cloud, Hybrid Cloud), Organization Size (Small and Medium-sized Enterprises, Large Enterprises), End Use Industry (BFSI, IT and Telecom, Media and Entertainment, Retail, Logistics and Transport, Healthcare, and Others), and Region 2025-2033," the global cloud-based contact center market reached a value of USD 32.8 Billion in 2024. A cloud-based contact center refers to the central point in an enterprise that allows an outbound and inbound communication channel with customers. It is a comprehensive suite of applications, tools and cloud-hosted services that are generally installed in large businesses for effectively handling customer care services. It involves the utilization of several methods of communication, including email, voice and social media, in order to connect with customers while maintaining a consistent record. As a result, it offers enterprises a modern alternative to on-premises contact centers and easy and quick access to multiple services and tools required to communicate in today’s web-based world.

Global Cloud-based Contact Center Market Trends:

The global market is primarily driven by the rising need for efficient communication systems across multiple sectors. This is supported by rapid digitization across the globe that has encouraged multiple businesses to heavily invest in the deployment of cloud-based contact centers. Furthermore, the sudden outbreak of coronavirus disease (COVID-19) and the increasing adoption of remote working practices have accelerated the utilization of cloud solution across several countries. Since the cloud-based contact center is a reliable and convenient solution for enterprises to continue their business during the onset of the pandemic, this is providing a boost to the market growth. Additionally, continual technological advancements and the integration of artificial intelligence (AI) and machine learning (ML) with the cloud-based contact center are acting as major growth-inducing factors. The market is further driven by the rising adoption of the service platform across banking and financial institutions for providing sophisticated and smooth customer interaction. Other factors, including rapid digitization, continuous improvements in the information technology (IT) infrastructure and extensive research and development (R&D) activities conducted by key players, are also positively influencing the market. On account of the aforementioned factors, the market is anticipated to reach a value of USD 162.5 Billion by 2033, exhibiting a CAGR of 19.5% during 2025-2033.

Market Summary:

On the basis of the component, the market has been segregated into solution (automatic call distribution, agent performance optimization, dialers, interactive voice response, computer telephony integration and analytics and reporting) and service (professional and managed services).
Based on the deployment mode, the market has been segmented into public cloud, private cloud and hybrid cloud.
On the basis of the organization size, the market has been bifurcated into small and medium-sized and large enterprises.
Based on the end-use industry, the market has been categorized into BFSI, IT and telecom, media and entertainment, retail, logistics and transport, healthcare and others.
On the basis of the region, the market has been divided into North America (the United States and Canada), Asia Pacific (China, Japan, India, South Korea, Australia, Indonesia and others), Europe (Germany, France, the United Kingdom, Italy, Spain, Russia and others), Latin America (Brazil, Mexico and others) and the Middle East and Africa.
The competitive landscape of the market has been studied in the report with the detailed profiles of the key players operating in the market. Some of these players include 3CLogic, 8x8 Inc., Avaya Inc., Cisco Systems Inc., Content Guru Limited, Five9 Inc., Genesys, NICE Ltd., RingCentral Inc., Talkdesk, Twilio Inc., Vocalcom and Vonage.

Report Coverage:

Report Features	Details
Base Year of the Analysis	2024
Historical Period	2019-2024
Forecast Period	2025-2033
Units	Billion USD
Segment Coverage	Component, Deployment Mode, Organization Size, End Use Industry, Region
Region Covered	Asia Pacific, Europe, North America, Latin America, Middle East and Africa
Countries Covered	United States, Canada, Germany, France, United Kingdom, Italy, Spain, Russia, China, Japan, India, South Korea, Australia, Indonesia, Brazil, Mexico
Companies Covered	3CLogic, 8x8 Inc., Avaya Inc., Cisco Systems Inc., Content Guru Limited, Five9 Inc., Genesys, NICE Ltd., RingCentral Inc., Talkdesk, Twilio Inc., Vocalcom and Vonage.
Customization Scope	10% Free Customization
Post-Sale Analyst Support	10-12 Weeks
Delivery Format	PDF and Excel through Email (We can also provide the editable version of the report in PPT/Word format on special request)

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Global Cloud-based Contact Center Market to Reach USD 162.5 Billion by 2032, Impelled by Rising Need for Efficient Communication Systems

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