1. INTRODUCTION
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. RESEARCH METHODOLOGY
2.1. Research Data
2.2. Research Process
3. EXECUTIVE SUMMARY
3.1. Research Highlights
4. MARKET DYNAMICS
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. CLOUD-BASED CONTACT CENTER MARKET BY COMPONENT
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. CLOUD-BASED CONTACT CENTER MARKET BY DEPLOYMENT MODE
6.1. Introduction
6.2. Private Cloud
6.3. Public Cloud
7. CLOUD-BASED CONTACT CENTER MARKET BY ENTERPRISE SIZE
7.1. Introduction
7.2. SMEs
7.3. Large Enterprises
8. CLOUD-BASED CONTACT CENTER MARKET BY VERTICALS
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. CLOUD-BASED CONTACT CENTER MARKET BY GEOGRAPHY
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. COMPETITIVE ENVIRONMENT AND ANALYSIS
10.1. Major Players and Strategy Analysis
10.2. Market Share Analysis
10.3. Mergers, Acquisitions, Agreements, and Collaborations
11. COMPANY PROFILES
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.