Cloud-Based Contact Center Market

Recent Trend in Cloud-Based Contact Centre Market: ZephyrTel collaborated
with AWS
Market overview
Contact centres are the services that manage client’s contacts through different mediums such
as e-mail, letter, telephone, fax and online live chat. The contact centre is well defined as a
synchronized system of strategies, people, processes and technologies that offers access to
data and expertise, resources through appropriate channels of communication. These
communication channels allow interaction among many business departments that makes
value for the organizations and customers.
The Cloud-Based Contact Centre Market was worth USD 8.926 Billion in 2018 and is
expected to witness USD 33.296 Billion by 2024, growing at a CAGR of 24.57% over the
forecast period (2019-2024).
Recent developments
 In April 2019 – ZephyrTel Company publicized that it contracted a telecom-focused
strategic association agreement with Amazon Web Services (AWS) to transfer
ZephyrTel solutions to AWS, with OASIS Cloud Contact Centre.
Market Drivers and Restrains
Quick technological innovations in the field of integration of machine learning and customer
relationship management and artificial intelligence into business procedures are anticipated to
increase the growth.
The rise of the Omnichannel customer experience towards contact centre software is
estimated to accelerate the development over the forecast period.
Robotic Process Automation (RPA) is likely to be a central part of the contact centre software
market over the forecast period as RPA decreases errors and advances work quality.
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Report is segmented as
By Solution
By Service
Geographical Segmentation:
Based on geography, the world market is divided under many regions such as North
America, Europe, Asia-Pacific and the Rest of the World. The Asia-Pacific regions has the
highest share of the global Cloud-Based Contact Centre Market.
Key market players:
Avaya, Inc.
Alcatel-Lucent Enterprise
Enghouse Interactive, Inc.
Five9, Inc.
NEC Corporation
Microsoft Corporation
Mitel Corporation
Huawei Technologies Co., Ltd.
Nice Systems Ltd.
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Scope of the report:
The report offers a comprehensive examination of the industry by providing the estimations
of market potential and forecasts with utmost granularity. Along this, the factors influential
in influencing the market dynamics and trends discussed in detail at the product level.
Further, the performance of the market at the regional and country-level had assessed and
the prospects with huge growth potential identified and debated.
The key players in the industry are profiled giving insights on their financial performance,
market position and growth strategies. Comparative analysis on prime strategically activities
of the market players delineating the key developments like mergers & acquisitions,
collaborations and an evaluation of the competitive environment within the industry had
provided. The report also provides a broad outlook of the current market along with
recommendations from industry experts on the opportunities for investment activity.
What else? Apart from the syndicated report, our in-house team has an expertise and
experience in designing custom reports to meet your specific research needs and assist you
in making well-informed decisions.
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Cloud-Based Contact Center Market Report 2019 is an inclusive analysis of Industry Demand, Trends, Size, Opportunities, and forecasts the market size and growth to 2024