Cloud-Based Contact Center Market 2020 – 2023: Business Trends, COVID – 19 Analysis, Emerging Audience, Size, Industry Profit Growth and Global Segments

Cloud-Based Contact Center Market Synopsis:

The global cloud-based contact center market is predicted to surpass a valuation of USD 24.11 bn by 2023 with a CAGR of 25% during the forecast period covering 2018 to 2023. This global market is expected to benefit from cloud compliance requirements and various pay-per-use subscription model for end-users. At the same time, improved customer experience and the rising shift towards cost-effective measures are expected to influence the market expansion in the coming years.

However, the market has a chance to get haunted by risks of data loss and theft, and lack of awareness related to its benefits.

Competitive Landscape:

The global market report containing details of the Cloud-Based Contact Center Market trends reveals a study of companies like Five9 (US), Cisco Systems (US), NICE Ltd. (Israel), 8×8 Inc. (US), NewVoiceMedia (UK), Genesys (US), Oracle Corporation (US), Aspect Software (US), Connect First (US), inContact, Inc.(US), Extreme Networks (US), Liveops, Inc. (US), Interlink Network Systems (US), 3CLogic (US), Accurate Always, Inc.(US), Servion Global Solutions (India), KM2 Solutions (US), and CCT Solutions (US).

Request a Free Sample @


The global cloud-based contact center market has been studied by MRFR analysts on the basis of solution, services, organization size, deployment, and vertical.

  • By solution, the cloud-based contact center market includes a study of agent performance optimization, automatic call distribution, interactive voice response, computer telephony integration, dialers, security, reporting and analytics, and others.
  • By services, the market includes a study of professional service and managed service.
  • By organization size, the report studies segments like large enterprise and SME.
  • By deployment model, the market provides an outline of private cloud, public cloud, hybrid cloud.
  • By vertical, the study comprises retail, government & public sector, BFSI, manufacturing, media & entertainment, IT & telecommunication, healthcare & life sciences, others.

Regional Analysis:

The North American market has a substantial chance to lead the way as it is getting backed by infrastructural superiority, easy investment options, and the presence of top-class players.

Industry News:

In September 2020, Maintel announced the launching of Callmedia CX Now, a cloud-based solution, which aims to connect the right needs with the right contact centre agent, every time. This will allow businesses to deliver effective omnichannel customer service and enhance the customer experience.

Customers prefer contacting companies on their choice of channel and that can be webchat, phone, SMS, or email. Callmedia CX Now has designed their system in such a way that everything can be integrated in it and can be used in a seamless fashion to sync different mediums. This will help businesses to connect a The system is simple and increases company’s productivity. This also arms with all the real-time data to provide support to customer’s queries and allow managers to view all the metrics so that they can optimise the contact centre.

In September 2020, CommunityWFM, a company known for being a leading workforce management (WFM) software vendor, declared about their decision to partner with Smartz Solutions. CommunityWFM has proven its credibility as a unified, cloud-based workforce management solutions and in it, it got backing from its Essentials™ and Enterprise™ WFM products. Smartz Solutions helps contact centers to take care of the total customer experience using its Smartz Communications.

During the COVID-19 crisis, countries have witnessed a steep rise in queries and also a demand for effective mediums that can curb the cost and handle situations from a remote location. This would set the premise for the market to explore opportunities further.

Table of Contents

1 Executive Summary

2 Scope of The Report

2.1 Market Definition

2.2 Scope of The Study

2.2.1 Research Objectives

2.2.2 Assumptions & Limitations

2.3 Markets Structure

3 Market Research Methodology

3.1 Research Process

3.2 Secondary Research

3.3 Primary Research

3.4 Forecast Model


Access Report Details @

List of Tables

Table1 Global Cloud-Based Contact Center Market, By Region, 2018–2023

Table2 North America: Cloud-Based Contact Center Market, By Country, 2018–2023

Table3 Europe: Cloud-Based Contact Center Market, By Country, 2018–2023


List of Figures

Figure 1 Global Cloud-Based Contact Center Market Segmentation

Figure 2 Research Methodology

Figure 3 Porter’s Five Forces Analysis of Global Cloud-Based Contact Center Market


About Market Research Future:

At Market Research Future (MRFR), we enable our customers to unravel the complexity of various industries through our Cooked Research Report (CRR), Half-Cooked Research Reports (HCRR), Raw Research Reports (3R), Continuous-Feed Research (CFR), and Market Research & Consulting Services.


Market Research Future

Office No. 524/528, Amanora Chambers

Magarpatta Road, Hadapsar

Pune – 411028

Maharashtra, India

+1 646 845 9312