Cloud-based Contact Center Market Size, Share, Opportunities, And Trends By Component (Solutions, Services), By Deployment Mode (Private Cloud, Public Cloud), By Enterprise Size (SMEs, Large Enterprises), By Verticals (Banking, Financial Services, And Insurance, Telecommunications, IT And ITES, Government And Public Sector, Retail And Consumer Goods, Manufacturing, Energy And Utilities, Media And Entertainment, Healthcare And Life Sciences, Other Verticals), And By Geography - Forecasts From 2024 To 2029

  • Published : Feb 2024
  • Report Code : KSI061616665
  • Pages : 145

The cloud-based contact center market is expected to develop significantly in the future years, driven by a confluence of technical breakthroughs and changing business demands. As businesses strive to improve customer interactions and streamline operations, cloud-based contact center solutions emerge as a critical enabler. The market's growth trend is driven by features such as cost-effectiveness, scalability, and rapid deployment, which enable enterprises to respond quickly to changing customer service dynamics. With the promise of improved accessibility, advanced features, and a focus on providing superior customer experiences, the Cloud-based contact center market is at the forefront of transformative solutions, ready to meet the growing demands of a digitally interconnected and customer-centric business landscape.


A cloud-based contact center is a virtual customer support platform that offers a full suite of capabilities for managing both inbound and outbound client contacts. It is intended to provide a smooth, customized, and omnichannel customer experience across several communication channels, including phone, email, chat, and social media. It provides powerful analytics and reporting capabilities, allowing organizations to get insights into consumer behaviour, agent performance, and other critical parameters. In addition, unlike traditional on-premises contact centers, it gives easy and rapid access to the many services and tools necessary to connect in a web-based world. It is primarily used to generate leads, organize sales conversations, and support marketing efforts. Cloud-based contact centers are used in the banking, financial services, and insurance (BFSI) industry to identify and prevent fraud by analyzing client data, transaction histories, and other information. This, together with the increased usage of m-banking apps, is one of the primary drivers of global market development. Furthermore, the growing acceptance of cloud computing in small and medium-sized organizations (SMEs) is boosting market development due to its multiple benefits, including strong scalability, affordability, flexibility, and features. Furthermore, the combination of artificial intelligence (AI), natural language processing (NLP), machine learning (ML), predictive analytics, voice analytics, and the Internet of Things (IoT) in a cloud-based contact center to provide a seamless and efficient customer experience is driving the market growth.

Market Drivers:

  • Scalability and flexibility:

Scalability and flexibility are key factors in the cloud-based contact center market. These technologies provide unprecedented versatility, allowing enterprises to effortlessly scale their contact center operations in response to shifting demand. Businesses may simply extend or contract their contact center capabilities to accommodate fast growth, seasonal peaks, or unexpected changes in customer support requirements. This agility provides maximum resource utilization, cost-effectiveness, and the capacity to adapt quickly to changing market conditions, establishing cloud-based contact centers as a strategic option for businesses looking to improve operational efficiency and responsiveness.

  • Rapid deployment:

The rapid deployment capabilities of cloud-based contact center systems are a key industry driver. Unlike traditional on-premises systems, which may have long deployment procedures, cloud solutions may be implemented quickly, allowing enterprises to react rapidly to changing business demands. This adaptability is especially useful for businesses dealing with volatile market situations or abrupt increases in customer service needs. The expedited deployment shortens time-to-market and enables organizations to swiftly harness modern contact center features, improving operational efficiency and response to changing client demands.

  • Disaster recovery and business continuity:

Cloud-based contact centers offer a solid platform for disaster recovery and business continuity. Taking use of the dispersed nature of cloud infrastructure, these solutions automatically provide redundancy and backup capabilities, assuring ongoing operations even in the face of unanticipated outages or calamities. The decentralized design of cloud systems enables data replication among numerous geographically distributed computers, reducing the risk of data loss and unavailability. This functionality is crucial for enterprises looking to build a robust and dependable contact center environment, protecting critical customer contacts and ensuring service continuity during emergencies or system breakdowns.

  • Improved customer experience:

Cloud-based contact center solutions greatly improve the customer experience by offering a smooth and unified omnichannel approach. These platforms allow businesses to manage client interactions across several channels, including voice, email, chat, and social media, through a consolidated interface. This integration enables communication consistency and coherence, allowing clients to seamlessly switch across channels while maintaining service quality. Cloud solutions’ advanced capabilities, such as intelligent routing and AI-powered tailored interactions, lead to more meaningful connections, eventually increasing customer happiness and loyalty in a digitally linked world.

Products offered by key companies:

  • Vocalcom Hermes360, Vocalcom Group: Vocalcom Hermes360 by Vocalcom Group is a cutting-edge cloud-based contact center system that aims to transform client interactions. With seamless omnichannel capabilities, organizations can provide consistent and tailored experiences across several communication channels. Hermes360 has sophisticated capabilities like intelligent routing, AI-powered analytics, and extensive reporting tools, allowing enterprises to maximize productivity, improve customer happiness, and remain ahead in the ever-changing world of contemporary customer engagement.

Prominent growth is projected in the BFSI sector under the verticals segment

The Banking, Financial Services, and Insurance (BFSI) category is expected to dominate the Cloud-based contact center Market in the future years, with the biggest market share. This superiority may be traced to the unprecedented benefits that cloud-based solutions provide to BFSI firms. These technologies provide companies with the capacity to successfully mine and analyze massive amounts of client data, including transactions, banking and financial services activities, website interactions, and consumer queries across many channels. The level of data acquired enables the prioritizing of consumer categories, resulting in a more customized and focused approach. Agents in the BFSI industry may drastically improve client experiences by utilizing cloud-based contact center technologies. This deliberate use of modern technology places the BFSI industry at the forefront, laying the groundwork for long-term leadership in the emerging environment of Cloud-based Contact Centers.

The Asia Pacific region is expected to hold a significant share of the cloud-based contact center market:

The Asia Pacific area is expected to have the greatest CAGR throughout the projection period. Asia Pacific is progressively adopting digitalization for a variety of activities in enterprises across industries. Japan, China, India, Australia and New Zealand, Indonesia, and the rest of Asia Pacific make up the region's economies. Many SMEs exist in this region, and the high cost of deploying on-premises solutions prevents them from embracing new communication technology. As a result, the area has a strong need for agile, scalable, and "pay-per-usage" cloud infrastructure. Furthermore, organizations in the region are focusing on enhancing customer service to promote competitive differentiation and revenue development. This encourages businesses to consider hosted and cloud alternatives to premises-based systems. As a result, the increased acceptance of cloud technologies, along with the desire to improve customer service, is likely to play a significant role in promoting the adoption of cloud-based contact center solutions and services among Asia Pacific organizations.

Key developments:

In March 2022, 8x8 introduced a new 8x8 Contact Center composed experience that transformed the contact center agent job. 8x8 Agent Workspace is a browser-based, design-led interface, giving a personalized and intuitive experience that uniquely combines contact center and unified communications features in a single application.


  • By Component:
    • Solutions
    • Services
  • By Deployment Mode
    • Private Cloud
    • Public Cloud
  • By Enterprise Size
    • SMEs
    • Large Enterprises
  • By Verticals
    • Banking, Financial Services, And Insurance
    • Telecommunications
    • IT and ITES
    • Government and Public Sector
    • Retail and Consumer Goods
    • Manufacturing
    • Energy and Utilities
    • Media and Entertainment
    • Healthcare and Life Sciences
    • Other Verticals
  • By Geography
    • North America
      • United States
      • Canada
      • Mexico
    • South America
      • Brazil
      • Argentina
      • Others
    • Europe
      • United Kingdom
      • Germany
      • France
      • Spain
      • Others
    • Middle East and Africa
      • Saudi Arabia
      • UAE
      • Israel
      • Others
    • Asia Pacific
      • Japan
      • China
      • India
      • South Korea
      • Indonesia
      • Thailand


1.1. Market Overview

1.2. Market Definition

1.3. Scope of the Study

1.4. Market Segmentation

1.5. Currency

1.6. Assumptions

1.7. Base, and Forecast Years Timeline


2.1. Research Data

2.2. Research Process


3.1. Research Highlights


4.1. Market Drivers

4.2. Market Restraints

4.3. Porter’s Five Force Analysis

4.3.1. Bargaining Power of Suppliers

4.3.2. Bargaining Power of Buyers

4.3.3. Threat of New Entrants

4.3.4. Threat of Substitutes

4.3.5. Competitive Rivalry in the Industry

4.4. Industry Value Chain Analysis


5.1. Introduction

5.2. Solutions

5.2.1. Omnichannel Routing

5.2.2. Workforce Engagement Management

5.2.3. Reporting and Analytics

5.2.4. Customer Engagement Management

5.2.5. Other Solutions

5.3. Services

5.3.1. Professional Services

5.3.2. Managed Services


6.1. Introduction

6.2. Private Cloud

6.3. Public Cloud


7.1. Introduction

7.2. SMEs

7.3. Large Enterprises


8.1. Introduction

8.2. Banking, Financial Services, And Insurance

8.3. Telecommunications

8.4. IT and ITES

8.5. Government and Public Sector

8.6. Retail and Consumer Goods

8.7. Manufacturing

8.8. Energy and Utilities

8.9. Media and Entertainment

8.10. Healthcare and Life Sciences

8.11. Other Verticals


9.1. Introduction

9.2. North America

9.2.1. United States

9.2.2. Canada

9.2.3. Mexico

9.3. South America

9.3.1. Brazil

9.3.2. Argentina

9.3.3. Others

9.4. Europe

9.4.1. United Kingdom

9.4.2. Germany

9.4.3. France

9.4.4. Spain

9.4.5. Others

9.5. Middle East and Africa

9.5.1. Saudi Arabia

9.5.2. UAE

9.5.3. Israel

9.5.4. Others

9.6. Asia Pacific

9.6.1. Japan

9.6.2. China

9.6.3. India

9.6.4. South Korea

9.6.5. Indonesia

9.6.6. Thailand


10.1. Major Players and Strategy Analysis

10.2. Market Share Analysis

10.3. Mergers, Acquisitions, Agreements, and Collaborations


11.1. Genesys Telecommunications Laboratories, Inc.

11.2. Ameyo 

11.3. Aircall SAS

11.4. RingCentral, Inc. 

11.5. Amazon Web Services, Inc. 

11.6. Metaswitch Networks Ltd. 

11.7. Vocalcom Group 

11.8. Cisco Systems, Inc. 

11.9. Five9, Inc. 

11.10. Oracle Corporation 

11.11. Exotel Techcom Pvt. Ltd. 

11.12. TCN, Inc. 

11.13. Avaya Inc. 

11.14. NICE Ltd. 

Genesys Telecommunications Laboratories, Inc.


Aircall SAS

RingCentral, Inc. 

Amazon Web Services, Inc. 

Metaswitch Networks Ltd. 

Vocalcom Group 

Cisco Systems, Inc. 

Five9, Inc. 

Oracle Corporation 

Exotel Techcom Pvt. Ltd. 

TCN, Inc. 

Avaya Inc.