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Cloud based Contact Center Market - Outlook (2017-21)

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Increase in demand for cloud based solutions among the small and mid-size businesses is one of the major factor which is driving the growth of this market. But the fear of outsourcing and risk of information lost from the server are the biggest constraints for growth Cloud based contact center market.
This report presents interpretative and easy-to-understand facts on how the current Cloud based contact center solution market is segmented based on end-user (Enterprise, Mid-Size and Small business), deployment mode (Public, Private), geographies (North America, Europe, APAC and ROW), industry (Financial Services, IT & Telecommunication, Media & Entertainment, Consumer Goods & Retail, Healthcare, Government and Others) and application (Automatic Call Distribution, Interactive Call Response, Dialers, Agent Performance Optimization, Analytics & Reporting, Computer Telephony Integration, Mobile Care) . It cuts through several facets of the Cloud based contact center market such as market size, market share for each segment, the drivers and constraints of cloud based contact center marketplace. It also sheds light on various regions where cloud based contact center is being rigorously implemented and the mode of delivery that are most sought. Report also provides information on the challenges and opportunities that lie ahead for these solutions.

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Cloud based Contact Center Market - Outlook (2017-21)

  1. 1. Cloud Based Contact Center Market - Outlook (2017-21) explore@researchfox.com +1-408-469-4380 +91-80-6134-1500 www.researchfox.com  1
  2. 2. ResearchFox Consulting is an Indian market research and consulting firm based in Bangalore. We strive to provide our clients with research data and reports which they can trust and analyze. Insights gleaned from our detailed and comprehensive research reports helps our clients stay ahead of trends. ResearchFox serves clients with services from data collection to analysis and reports. ResearchFox has extensive sector expertise and its consultants are abreast of global trends and issues across industries. Our areas of expertise include Manufacturing, IT, FMCG, Healthcare, Automotive, Government Sector and NGO, BFSI and Retail. Disclaimer : This report is furnished to the recipient for information purposes only. Each recipient should conduct their own investigation and analysis of any such information contained in this report. No recipient is entitled to rely on the work of ResearchFox Consulting Pvt.Ltd. contained in this report for any purpose. ResearchFox Consulting Pvt. Ltd. makes no representations or warranties regarding the accuracy or completeness of such information and expressly disclaims any and all liabilities based on such information or on omissions therefrom. The recipient must not reproduce, disclose or distribute the information contained herein without the express prior written consent of ResearchFox Consulting Pvt.Ltd. Copyright © 2015. ResearchFox Consulting Private Limited  2
  3. 3. Table of Contents 5. Market Segmentation 5.1 . Region     North America     Europe     APAC     South America     RoW 5.2 . Deployment     Public     Private 5.3 . End User     Enterprise     Mid Size     Small Business 5.4 . Industry     Financial Services     IT &Telecommunications     Media & Entertainment     Consumer goods & retail     Healthcare     Government     Others 5.5 . Application     Automatic Call Distribution     Interactive Voice Response     Dialers     Agent Performance Optimization     Analytics & reporting     Computer Telephony Integration Software     Mobile Care 6. List of Tables 7. List of Charts 1. Introduction 1.1. Report Description 1.2. Objective 1.3. Scope of the Research 1.4. Regions Covered 1.5. Key Takeaways 1.6. Key Stakeholders 1.7. Key Terminologies 1.8. List of Abbreviations 2. Executive Summary 2.1. Executive Overview 3. Research and Forecasting 3.1. Research Methodology 3.2. Forecasting Methodology 4. Industry Landscape 4.1. Market Size and Growth 4.2. Competitive Landscape 4.3. Market Share 4.4. Company Classification 4.5. Region Outlook 4.6. Market Metrics 4.7. Porter's Five Forces Model 4.8. Key Drivers Analysis 4.9. Key Constraints Analysis 4.10. Key Opportunities Identified 4.11. Key Challenges Identified  3
  4. 4. List of Tables Table 1: Market Estimation and Forecast Methodology, 2016 Table 2: Significance and Importance of the Market Forecast, 2016 Table 3: Market Size and Forecasting, 2017-2021 Table 4: Market Share, 2016 Table 5: Classification By Launch Table 6: Classification By Company Headquarters Table 7: Classification By Company Headcount Table 8: Market Metrics Table 9: Competitive Landscape, 2016 Table 10: Market Drivers Ranked in Order of Impact, 2017-2021 Table 11: Impact of Top Industry Drivers on Business Functions, 2017-2021 Table 12: Market Constraints Ranked in Order of Impact, 2017-2021 Table 13: Impact of Top Industry Constraints on Business Functions, 2017-2021 Table 14: Market Opportunities Ranked in Order of Impact, 2017-2021 Table 15: Impact of Top Industry Opportunities on Business Functions, 2017-2021 Table 16: Market Challenges Ranked in Order of Impact, 2017-2021 Table 17: Impact of Top Industry Challenges on Business Functions, 2017-2021 Table 18: Market Size & Forecasting of North America, 2017-2021 Table 19: Market Size & Forecasting of Europe, 2017-2021 Table 20: Market Size & Forecasting of APAC, 2017-2021 Table 21: Market Size & Forecasting of South America, 2017-2021 Table 22: Market Size & Forecasting of RoW, 2017-2021 Table 23: Market Size & Forecasting of Public, 2017-2021 Table 24: Market Size & Forecasting of Private, 2017-2021 Table 25: Market Size & Forecasting of Enterprise, 2017-2021 Table 26: Market Size & Forecasting of Mid Size, 2017-2021 Table 27: Market Size & Forecasting of Small Business, 2017-2021 Table 28: Market Size & Forecasting of Financial Services, 2017-2021 Table 29: Market Size & Forecasting of IT &Telecommunications, 2017-2021 Table 30: Market Size & Forecasting of Media & Entertainment, 2017-2021 Table 31: Market Size & Forecasting of Consumer Goods & Retail, 2017-2021 Table 32: Market Size & Forecasting of Healthcare, 2017-2021 Table 33: Market Size & Forecasting of Government, 2017-2021 Table 34: Market Size & Forecasting of Others, 2017-2021 Table 35: Market Size & Forecasting of Automatic Call Distribution, 2017-2021 Table 36: Market Size & Forecasting of Interactive Voice Response, 2017-2021 Table 37: Market Size & Forecasting of Dialers, 2017-2021 Table 38: Market Size & Forecasting of Agent Performance Optimization, 2017-2021 Table 39: Market Size & Forecasting of Analytics & reporting, 2017-2021 Table 40: Market Size & Forecasting of Computer Telephony Integration Software, 2017-2021 Table 41: Market Size & Forecasting of Mobile Care , 2017-2021  4
  5. 5. List of Charts Chart 1: Market Size and Forecasting, 2017-2021 Chart 2: Region Outlook, 2016 Chart 3: Market Size & Forecasting of North America, 2017-2021 Chart 4: Market Size & Forecasting of Europe, 2017-2021 Chart 5: Market Size & Forecasting of APAC, 2017-2021 Chart 6: Market Size & Forecasting of South America, 2017-2021 Chart 7: Market Size & Forecasting of RoW, 2017-2021 Chart 8: Market Size & Forecasting of Public, 2017-2021 Chart 9: Market Size & Forecasting of Private, 2017-2021 Chart 10: Market Size & Forecasting of Enterprise, 2017-2021 Chart 11: Market Size & Forecasting of Mid Size, 2017-2021 Chart 12: Market Size & Forecasting of Small Business, 2017-2021 Chart 13: Market Size & Forecasting of Financial Services, 2017-2021 Chart 14: Market Size & Forecasting of IT &Telecommunications, 2017-2021 Chart 15: Market Size & Forecasting of Media & Entertainment, 2017-2021 Chart 16: Market Size & Forecasting of Consumer goods & retail, 2017-2021 Chart 17: Market Size & Forecasting of Healthcare, 2017-2021 Chart 18: Market Size & Forecasting of Government, 2017-2021 Chart 19: Market Size & Forecasting of Others, 2017-2021 Chart 20: Market Size & Forecasting of Automatic Call Distribution, 2017-2021 Chart 21: Market Size & Forecasting of Interactive Voice Response, 2017-2021 Chart 22: Market Size & Forecasting of Dialers, 2017-2021 Chart 23: Market Size & Forecasting of Agent Performance Optimization, 2017-2021 Chart 24: Market Size & Forecasting of Analytics & reporting, 2017-2021 Chart 25: Market Size & Forecasting of Computer Telephony Integration Software, 2017-2021 Chart 26: Market Size & Forecasting of Mobile Care , 2017-2021  5
  6. 6. dfgfd dfgfdh dfgfh dfhgf Introduction 01 6
  7. 7. 1.  Introduction 1.1.  Report Description With the growth of cloud computing, cloud based solutions are letting organisations to expand and modernize their business at a cheaper cost with better security and reliability. Cloud based contact center is such a solution, in which the contact center does not own, host, or operate the equipment required for call center. The equipment is provided by VOIP service provider to organisations over a cloud on a monthly or annual bases which allows them to pay for only those calls they have used. Increase in demand for cloud based solutions among the small and mid-size businesses is one of the major factor which is driving the growth of this market. But the fear of outsourcing and risk of information lost from the server are the biggest constraints for growth Cloud based contact center market. This report presents interpretative and easy-to-understand facts on how the current Cloud based contact center solution market is segmented based on end-user (Enterprise, Mid-Size and Small business), deployment mode (Public, Private), geographies (North America, Europe, APAC and ROW), industry (Financial Services, IT & Telecommunication, Media & Entertainment, Consumer Goods & Retail, Healthcare, Government and Others) and application (Automatic Call Distribution, Interactive Call Response, Dialers, Agent Performance Optimization, Analytics & Reporting, Computer Telephony Integration, Mobile Care) . It cuts through several facets of the Cloud based contact center market such as market size, market share for each segment, the drivers and constraints of cloud based contact center marketplace. It also sheds light on various regions where cloud based contact center is being rigorously implemented and the mode of delivery that are most sought. Report also provides information on the challenges and opportunities that lie ahead for these solutions. 1.2.  Objective 1.To understand the trend in adoption of Cloud Based Contact Center Market and to focus on those factors that are influencing and affecting the growth of Cloud Based Contact Center Market . 2. To estimate the size of present global Cloud Based Contact Center Market and its forecast. 1.3.  Scope of the Research Scope of research was limited to: 1. Strategic analysis and market focus 2. Competitive landscape analysis 3. Report the latest market and technology trends 4. Strength, Opportunities and Attention (SOA) analysis 1.4.  Regions Covered 1.North America(US and Canada and Mexico ) 2. Europe(United Kingdom, France, Germany, Italy, Spain) 3. APAC(Australia ,India, Singapore and others) 4. South America(Brazil, Argentina and others) 5. Row (Middle East and Africa, Israel. )  7
  8. 8. dfgfd dfgfdh dfgfh dfhgf Executive Summary 02 8
  9. 9. 2.  Executive Summary 2.1  Executive Overview Contact us to get access to full report  9
  10. 10. dfgfd dfgfdh dfgfh dfhgf Research and Forecasting 03 10
  11. 11. 3.1.  Research Methodology Base Year: 2016 Forecasting Period: 2017 - 2021 3.1.1.  Sampling The leading suppliers of each end-user product categories that were chosen to provide a larger representative sample. Purposive unit sampling was adopted for every service segment such as verticals, regions, end-users and others. This was resorted to, in order to elicit the appropriate inputs with regard to the qualitative growth aspects of the market. 3.1.2.  Secondary Research The research methodology that was carried out was desk research through various journals, association reports, and in house database to build a knowledge base on various market service segments, product categories and industry trends. Various fact based data was analyzed. Some of the sources included: a. ResearchFox Knowledge Base: Previous data on the market has been put through a rigorous and comprehensive analysis to analyze the current state. b. Desk Research: Industry reports, annual reports, press releases, webinars, journals and publication, independent rating agencies and government statistics. 3.1.3.  Primary Research Primary interviews were conducted among various stakeholders: Product and service companies Members of associations and alliances Subject Matter Experts and Evangelists Consultants and Strategists  11
  12. 12. 3.1.4.  Industry Information It was essential to understand the current industry landscape, market dynamics, security ecosystem and competitor metrics. To estimate the global market, Chief Experience Officers (CXOs), Marketing Heads, Sales Managers and product stakeholders were interviewed. 3.1.5.  Technical Information In addition to the interviews with leading participants for industry-related information, ResearchFox conducted interviews with Research and Development (R&D) and Design and Development teams to understand the current usage of the products by service type and also to find out the emerging trends. Finally, interviews with suppliers were conducted to cross check the validity of information and also to understand the emerging trends in the end-user segment. The detailed methodology for primary research is outlined below. 3.1.6.  Primary Interview Questionnaire Design ResearchFox developed a detailed questionnaire, which was used by the analysts as a guide for their discussions. This process ensured the collection of all necessary data. The questionnaire was designed to elicit unbiased industry level data (market size, production, sales, and others), that had check points (questions such as company level information and their position in the industry acted as check points) to ensure accuracy of the data. The questionnaire included the following sections: 1. Industry level information 2. Characteristics and Dynamics 3. Company-specific information 4. Market segmentation data 3.1.7.  Interview Questionnaire Test and Validation Following the design of the questionnaire, ResearchFox carried out some initial interviews to verify that the appropriate market and technology data was generated. After the final design of the questionnaire, ResearchFox began full scale primary research. Specific companies targeted for primary research interviews were selected based upon market participation. Higher was the entity's profile, more attractive was the entity.  12
  13. 13. 3.1.8.  Interview Process As participants respond in the course of an interview, ResearchFox analysts are trained to move from lower priority and/ or sensitive topics to increasingly key and/or sensitive topics in response to the interviewee's behavior. This responsive and reflective interview process, combined with the analysts' ability to discuss the industry and technical issues in an open and sharing environment, allows ResearchFox to probe for key data, operations, and competitive information. Multiple contacts within a single organization and with an individual are often planned and/or staged in order to optimize and complete the information gathering process. 3.1.9.  Research Validation At a point, when 20 percent of the research interviews and/or data collection had been completed, ResearchFox consultants evaluated the preliminary findings to assure that up-to-date results are in line with project objectives. The analyst team analyzed the information from the interviews and information was validated through a combination of the following validation techniques: Cross checking with other primary data and previously developed in-house research Review of secondary information, such as trade journals, annual reports and industry directories  13
  14. 14. 3.2.  Forecasting Methodology 3.2.1.  Step-by-Step Methodology for Market Estimation and Forecasting Market Estimation and Forecast Methodology, 2016 Step Method 1 Understand the market mechanism for the market through structured, systematic and theoretically established norms of analyzing, designing, introducing and quality assurance of the market estimation 2 Measuring the various market drivers, constraints, opportunities and challenges at regular intervals of time 3 Integrate expert-opinion of discussions in consultation with the ResearchFox Analyst team 4 Market estimation and forecast calculation 5 Delphi method and Causal Analysis used as and when required 6 Rigorous quality check with heads of Research Team, Subject Matter Experts and Consultants before final publication Source:ResearchFox Significance and Importance of the Market Forecast, 2016 Sr. No. Significance and Importance 1 Helps revisit on the company's R&D investments 2 Keeps the Sales and Marketing team posted on the market prospects 3 Strategize investment and expansion plans 4 Improve business planning 5 Helps create business aims and set sales figures within the company 6 Aware of the current market competition 7 Support plans for Merger and Acquisition (M&A) Source: ResearchFox  14
  15. 15. 4.1.  Sample Table Cloud Based Contact Center Market - Outlook (2017-21) Market Revenue Forecasts by Regions (2016 - 2021) Market Revenue Forecasts by Regions (2015 - 2019) Year USA Europe APJ ROW 2016 X X X X 2017 X X X X 2018 X X X X 2019 X X X X 2020 X X X X 2021 X X X X CAGR X X X X Source: ResearchFox 4.2.  Sample Chart Cloud Based Contact Center Market - Outlook (2016-21) Enterprise Verticals Market Revenue Forecasts  15
  16. 16. About ResearchFox WHAT WE STAND FOR We strive towards helping our customers take informed decisions by providing different perspectives for business. We don't believe in flashing LOGOs but are proud to mention that we have been helping all sizes of businesses since our inception. We are glad to have contributed in our own little way towards making a business successful. Whether you are a start-up or a large enterprise, we assure equal treatment to all, after all "Customer is King"! THE TEAM We are a bunch of 25 people with handful of grey hair between us. Our humble experience of around 75 man years in market research and business consulting has led us to believe that this industry is ripe for disruption. With the advent of enterprise consumerization and rapid digitization across industries, days are numbered for traditional business models of market research and consulting services. We make all efforts to bring different (fresh) perspectives to Market, Competition, and Growth of your business. Contact Us: Suggest a Report Topic: Report topics are approved based on number of users with the same suggestion and users are notified when the topic is approved. If you prefer to customize a report, or would like to get your report done exclusively in less than a months time! Bangalore # 4 & 5, 1st & 2nd Floor, 1st Cross, Krishna Reddy Colony, Domlur Layout, Bangalore 560 071, India Phone: +91-80-61-341500 Email: explore@researchfox.com Hyderabad # 104 & 105, 1st Floor, Bhuvana Towers, CMR Building, Sarojini Devi Road, Secunderabad 500 003, India Phone: +91-40-49-084455 Email: explore@researchfox.com Philippines L29 Joy Nostalg Centre, 17 ADB Avenue, Ortigas Center, Pasig City, Manila, Philippines - 1600 Email: explore@researchfox.com The information contained here in is of a general nature and is not intended to address the circumstances of any particular individual or entity. Although we endeavor to provide accurate and timely information, there can be no guarantee that such information is accurate as of the date it is received or that it will continue to be accurate in the future. No one should act on such information without appropriate professional advice after a thorough examination of the particular situation.  16

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