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1 MarketsandMarkets Publisher Sample Phone: (US) or or (Int'l) Hours: Monday - Thursday: 5:30am - 6:30pm EST Fridays: 5:30am - 5:30pm EST MarketResearch.com

2 CLOUD BASED CONTACT CENTER MARKET BY SOLUTION (IVR, ACD, CTI, APO, DIALERS, ANALYTICS & REPORTING), & BY APPLICATION (CHAT QUALITY MONITORING, REAL TIME DECISION MAKING, WORK FORCE OPTIMIZATION) WORLDWIDE FORECASTS AND ANALYSIS ( ) It s all about markets MARKETSANDMARKETS

3 MarketsandMarkets is a global market research and consulting company based in the U.S. We publish strategically analyzed market research reports and serve as a business intelligence partner to Fortune 5 companies across the world. MarketsandMarkets also provides multi-client reports, company profiles, databases, and custom research services. MarketsandMarkets covers fourteen industry verticals, including aerospace and defence, advanced materials, automotives and transportation, banking and financial services, biotechnology, chemicals, consumer goods, energy and power, food and beverages, industrial automation, medical devices, pharmaceuticals, semiconductor and electronics, and telecommunications and IT. Copyright 2014 MarketsandMarkets All Rights Reserved. This document contains highly confidential information and is the sole property of MarketsandMarkets. No part of it may be circulated, copied, quoted, or otherwise reproduced without the approval of MarketsandMarkets. 1

4 1 INTRODUCTION 1.1 OBJECTIVES OF THE STUDY To define and measure the global cloud-based contact center market with respect to supporting solution, service, deployment model, application, vertical, and region To analyze the ecosystem of the cloud contact center market by identifying various subsegments To strategically analyze each submarket with respect to individual growth trends and its contribution to the overall market To analyze market opportunities for stakeholders by identifying high-growth segments of the global cloud-based contact center market To strategically profile the key players of cloud contact center ecosystem and to comprehensively analyze their products and core competencies in each segment To provide an illustrative and detailed segmentation of the global cloud-based contact center market by verticals and applications To forecast the market size of the cloud-based contact center market and its various submarkets with respect to five main regions, namely North America (NA), Europe, Asia-Pacific (APAC), Middle East and Africa (MEA), and Latin America (LA) To track and analyze the market scenario on the basis of technological developments, Mergers and Acquisitions (M&A), and Venture Capital (VC) funding 1.2 REPORT DESCRIPTION A cloud-based contact/call center is a network-based service in which a provider owns and operates call center technology and provides its services remotely to businesses on a pay per usage model. Contact centers of all sizes and types have considered moving their call centers to the cloud. Contact center technology can dramatically impede an organization s ability to support day-to-day operations and expand its business. The cloud contact center software is a low-cost, quick to implement alternative which delivers the flexibility needed by organizations to enable growth and expansion. As the cloud-based model makes sophisticated and advanced applications affordable to smaller companies, technology/infrastructure will gradually cease to be a barrier to entry, thereby negating a major competitive advantage held by larger companies. Increased scalability and business agility, faster deployment and various deployment models, better agent productivity, and customer experience are driving the demand for cloud-based contact center solution and service. Cloud-based solutions for the contact centers refer to the delivery of contact center applications over the Internet on an on-demand basis. These solutions provide organizations with processing and data storage capabilities in the cloud. The increasing business demand for maximum flexibility of resources and the rapid pace of change in technology will make hosted and cloud-based solutions the dominant model in future. By deploying cloud-based contact centers, businesses can avoid upfront investment in infrastructure and vendor licenses and can opt for a payment model based on usage. Oracle, Cisco, 8X8 Inc., Genesys, Aspect, 3CLogic, Connect First, Five9, and InContact are some of the leading companies that deal in the cloud-based contact center market. Cloud-based solutions for the contact centers refer to the delivery of contact center applications over the Internet on an on-demand basis. These solutions provide organizations with processing and data storage capabilities in the cloud. The report provides global market trends, overall adoption scenario, competitive landscape, and key drivers in 2

5 this market. It aims at estimating the current market size and the future growth potential of this market across verticals and regions based on various types of applications. 1.3 MARKETS COVERED This research report categorizes the cloud-based contact center market into the following segments: Global Cloud-based Contact Center Market Cloud Based Contact Center Market By Solution By Service By Application By Deployment By Vertical By Region Automatic Call Distribution (ACD) Agent Performance Optimization Training, Consulting, and Integration Support and Maintenance Call Routing and Queuing Data Integration and Recording Public Cloud Private Cloud Hybrid Cloud BFSI Government Healthcare North America Europe Asia-Pacific Dialers Interactive Voice Response (IVR) System Computer Telephony Integration (CTI) Software Analytics and Reporting Mobile Care Solutions Chat Quality Monitoring Real Time Decision Making Work Force Optimization Media and Entertainment Travel and Hospitality Transportation and Logistics Consumer Goods and Retail Telecommunication and IT Others Middle East and Africa Latin America *Notes: Others include education, utilities and manufacturing Global Cloud-based Contact Center Market, By Solution Automatic Call Distribution Agent Performance Optimization Interactive Voice Response Dialer Computer Telephony Integration Software Analytics and Reporting Mobile Care Solutions Global Cloud-based Contact Center Market, By Service Training, Consulting, and System Integration Support and Maintenance 3

6 1.4 STAKEHOLDERS Cloud Solution Providers Government Agencies System Integrators Investors and Venture capitalist Cloud Service Providers 4

7 2 EXECUTIVE SUMMARY The cloud is a delivery model of information technologies based on Internet protocols. The cloud has seen unparalleled demand and growth in the contact center market over the past few years. Cloud-based contact center is a deployment model that enables organizations to setup their contact center in a remote, third party s data center. It enables greater flexibility, scalability, and business agility for contact centers, while saving significant costs over the long term. Organizations worldwide are increasingly adopting cloud solutions for contact centers and it is not only concentrated to one or few industry sectors; rather it is fairly distributed across verticals. Its high adoption across industries gives a clear view regarding robustness and maturity of the model. Due to major technology upgrades, several contact center organizations have shifted their setup from premise-based to cloud. It helps organizations to save costs and at the same time they can modernize and protect their contact center technology. Cloud-based solutions for contact center enable acceleration of business change and improved customer experiences. These two act as powerful motivators in the global marketplace where contact centers play a major role in competitive differentiation. Contact center organizations are looking forward to make new technology investments or upgrades. Cloud contact center software offers all the tools and functionality a contact center is likely to need, fully integrated and available on demand. Cloud contact center software frequently offers proven, pre-built links to popular CRM, sales force automation, and other software solutions. TABLE 1 CLOUD-BASED CONTACT CENTER: GLOBAL MARKET BY REGION, ($MILLION) Region CAGR ( ) NA XX XX XX XX XX XX XX% Europe XX XX XX XX XX XX XX% APAC XX XX XX XX XX XX XX% MEA XX XX XX XX XX XX XX% LA XX XX XX XX XX XX XX% Total XX XX XX XX XX XX XX% Source: Press Releases, Investor Presentations, Expert Interviews, and MarketsandMarkets Analysis The table given above highlights the cloud-based contact center market size across five regions from 2014 to The cloud-based contact center market is expected to grow from $XX million in 2014 to $XX million by 2019, at a Compound Annual Growth Rate (CAGR) of XX% from 2014 to APAC and MEA regions are growing rapidly with CAGRs of XX% and XX%, respectively, from 2014 to

8 FIGURE 1 REGIONAL CLOUD-BASED CONTACT CENTER MARKET SIZE, NA Europe APAC MEA LA Year Source: SEC Filings, Investor Presentations, Expert Interviews, and MarketsandMarkets Analysis 6

9 Disclaimer: MarketsandMarkets strategic analysis services are limited publications containing valuable market information provided to a select group of customers in response to orders. Our customers acknowledge, when ordering, that MarketsandMarkets strategic analysis services are for our customers internal use and not for general publication or disclosure to third parties. Quantitative market information is based primarily on interviews and therefore, is subject to fluctuation. MarketsandMarkets does not endorse any vendor, product or service depicted in its research publications. MarketsandMarkets strategic analysis publications consist of the opinions of MarketsandMarkets' research and should not be construed as statements of fact. MarketsandMarkets disclaims all warranties, expressed or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. MarketsandMarkets takes no responsibility for any incorrect information supplied to us by manufacturers or users. All trademarks, copyrights and other forms of intellectual property belong to their respective owners and may be protected by copyright. Under no circumstance may any of these be reproduced in any form without the prior written agreement of their owner. No part of this strategic analysis service may be given, lent, resold or disclosed to non-customers without written permission. Reproduction and/or transmission in any form and by any means including photocopying, mechanical, electronic, recording or otherwise, without the permission of the publisher is prohibited. 7

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