Increasing Need for Cloud Compliance to Drive Global Cloud Based Contact Center Market

Published On : 18 Jan 2017

A new study, added recently to the repository of, offers a comprehensive overview of the global market for cloud-based contact centers. The report, titled “Global Cloud Based Contact Center Market Research Report 2016,” takes the key trends and other significant factors that influence this market, into consideration for this study.

As per the study, the worldwide market for cloud-based contact centers is expected to witness a phenomenal rise over the forthcoming years. The increasing need for cloud compliance and the growing acceptance of home-based work concept are likely to fuel the demand for cloud-based contact centers across the world in the near future. The faster deployment of these contact centers and the scalability and flexibility they offer are expected to add to their popularity over the next few years.

On the other hand, the concerns over the risk of the loss of information and the high initial investment may hamper the growth of this market considerably in the years to come, notes the research study.

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In this study, the global market for cloud-based contact centers has been analyzed on the basis of the type of the product, application, and the geography. Based on the type of the product, the market has been classified into professional services, managed services, and system integrator. Among these, the managed services segment is likely to lead the overall market over the forthcoming years.

By application, the global market has been categorized into call routing and queuing, chat quality monitoring, workforce optimization, data integration and recording, and real-time decision making.  Of these, the chat quality monitoring segment is expected to dominate the overall market in the near future. The adoption of cloud-based contact centers in other application areas is also projected to increase significantly over the years to come, reports the study.

Geographically, North America, South East Asia, Europe, Japan, China, and India have been identified as the main regional markets for cloud-based contact centers. North America has acquired the leading position in this market as is anticipated to remain so over the next few years. South East Asia, Japan, China, and India are also projected to witness healthy growth in their respective markets for cloud-based contact centers in the near future, states the research report.

The research study also reviews the competitive landscape of the worldwide market for cloud-based contact centers by evaluating the profiles of the key players. As per the market report, Aspect Software, Incontact Inc., ConnectFirst Inc., Interactive Intelligence Group Inc., Genesys Telecommunications Laboratories Inc., CiscoSystems Inc., Oracle Corp., 3clogic Inc., Five Inc., Liveops Social, Mitel Networks Corp., and X Inc. are the leading players operating in this market.


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