[April 19, 2018]

Global $20 Billion Cloud-Based Contact Center Market 2018-2022 by Solution, Service, Application, Deployment Model, Organization Size, Vertical - ResearchAndMarkets.com

The "Cloud-Based Contact Center Market by Solution (ACD, APO, Dialers, IVR, CTI, Reporting and Analytics, and Security), Service (Professional and Managed), Application, Deployment Model, Organization Size, Vertical, and Region - Global Forecast to 2022" report has been added to ResearchAndMarkets.com's offering.

The global cloud-based contact center market is expected to grow from USD 6.80 billion in 2017 to USD 20.93 billion by 2022, at a Compound Annual Growth Rate (CAGR) of 25.2% during the forecast period.

Business continuity is one of the major driving factors for cloud-based contact centers. In on-premises contact centers, hardware failures emerge abruptly, which is expected to disastrously impact on the companies' customer data resulting in downtime, busy signals, and excessive delay.

Cloud-based contact centers are independent of the location they are situated that enables agents, supervisors, and administrators to access them from anywhere through a phone or by an internet connection. This makes cloud-based contact centers a disaster recovery/business continuity solution.

This is one of the major growth drivers for the cloud-based contact center market, as these solutions provide an effective control that aid in meeting compliances and uptime. However, concerns related to information loss is expected to prevent the end-users from adopting these solutions.

Call routing designates certain calls to different agents and locations depending on a variety of factors. Focusing on call routing enables organizations to manage thousands of calls continuously without compromising with the customer satisfaction. Moreover, organizations could easily manage spikes in call volume by intelligently distributing calls among multiple contact centers, including remote centers and home-based agents, with the unique cloud routing technology. However, demand for call routing and queuing solution is expected to increase in various verticals.

Key Topics Covered:

1 Introduction

2 Research Methodology

3 Executive Summary

4 Premium Insights

5 Market Overview and Industry Trends

6 Cloud-Based Contact Center Market, By Solution

7 Cloud-Based Contact Center Market, By Service

8 Cloud-Based Contact Center Market, By Application

9 Cloud-Based Contact Center Market, By Deployment Model

10 Cloud-Based Contact Center Market, By Organization Size

11 Cloud-Based Contact Center Market, By Vertical