Cloud-based contact center market is expected to grow at a significant CAGR during the forecast period. Legacy contact centers use outdated technology that can’t handle newer channels such as social media, mobile app conversations, or video. Companies can meet these needs with the help of cloud-based contact centers. Communication application programming interfaces can be used to integrate modern channels (APIs). The insights gained from analytics can then be used to provide context-rich and tailored consumer experiences. Furthermore, as there is no centralized office, employees can work remotely to provide 24-hour customer assistance. On-premise call centers are gradually being replaced with cloud-based call centers. According to the State of Customer Experience 2018, 39% of contact centers in the UK have moved to the cloud, with 57% planning to transition to cloud-based call centers within the next three years, indicating the market’s potential. Cloud contact centers have become a critical step for businesses to take to adopt a systematic strategy that improves performance, channel support and engagement, reporting, and analytics to successfully service a client base with constantly changing preferences. Enterprises face a problem in selecting the correct cloud contact center solution and strategic partner to fulfill these objectives.
Additionally, during the forecast period, BFSI is expected to grow at the fastest rate. Cloud-based contact centers are predicted to grow rapidly in the BFSI industry. To make their facilities more handy, several financial institutions are turning to cloud-based alternatives. With the rising adoption of cloud technologies, the banking industry is becoming more digital. Ameyo, a computer software company, for instance, provides cloud-based contact center software for the banking industry. According to Ameyo, BFSI firms’ customer bases are growing rapidly, necessitating high levels of customer care. In Banks and other Financial Institutions, consumer interactions are extremely sensitive. It necessitates sophisticated customer contact software that aids in the efficient and cost-effective storage, processing, and analysis of data. This, in turn, is accelerating the demand for cloud-based call centers in the BFSI sector.
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Market Coverage
- The market number available for – 2022-2030
- Base year- 2022
- Forecast period- 2023-2030
- Segment Covered-
- By Type
- By End-User Industry
- Competitive Landscape: Genesys Telecommunications Laboratories Inc., 3CLogic, Inc., and Avaya Group, among others.
Cloud-Based Contact Center Market Report Segmentation
By Type
- Automatic Call Distribution
- Agent Performance Optimization
- Dialers
By End-User
- BFSI
- IT and Telecom
- Energy and Utilities
- Transportation and Tourism
- Others
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Cloud-Based Contact Center Market by Region
North America
- United States
- Canada
Europe
- UK
- Germany
- Spain
- France
- Italy
- Rest of Europe
Asia-Pacific
- India
- China
- Japan
- South Korea
- Rest of APAC
Rest of the World
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- We cover more than 15 major industries, further segmented into more than 90 sectors.
- More than 120 countries are for analysis.
- Over 100+ paid data sources mined for investigation.
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