Inkwood Research estimates that the Global Cloud-Based Contact Center Market is set to register a 21.54% CAGR during the forecasted period, 2022-2030.
“Browse 80 market Data Tables and 67 Figures spread over 230 Pages, along with an in-depth TOC on the Global Cloud-Based Contact Center Market Forecast 2022-2030.”
A cloud-based contact center is an extensive set of cloud-hosted tools, applications, and services for contact centers. These tools and services are deployed in enterprises requiring several communication channels, like call routing, social media, email, agent management, voice, web, and analytics.
Moreover, cloud-based contact centers lower the requirements for capital expenditure, making the business compelling from a financial point of view, as businesses need not invest in hardware components with its incorporation. Further, companies are increasingly gaining awareness about the importance of saving money and resources by moving their data to the cloud rather than building and maintaining on-premise infrastructure is driving the demand for cloud-based solutions in contact centers.
Default Cloud Backup Services Drive Market Growth
Cloud-based solutions boost efficiency for proper business continuity, as cloud service providers often provide default backup service offerings. Businesses gain the potential to achieve increased productivity. As a result, their focus can be streamlined to their employees’ performances without worrying about hardware or system maintenance. Further sectors like banking and hospitals are expected to increasingly adopt cloud-based deployment of services. Therefore, these benefits of cloud-based solutions are anticipated to propel the demand for the market studied globally.
Solutions are expected to be the Fastest-Growing Component
Over the years, there has been a significant rise in the need to provide customers with efficient and effective customer service, technical support and assistance. In order to cater to such needs, industry players are emphasizing adopting organic growth strategies such as innovation of solutions and services.
Additionally, enterprise-level features at an affordable price include automatic call distribution, live call monitoring, call recording, call whisper and barge, built-in coaching tools, and IVR routing. Users can easily manage their business communications from an intuitive, web-based contact center, driving the solution segment of the market.
Asia-Pacific – Leading Region
Asia-Pacific is expected to witness the highest growth rate over the forecast period. The rapid increase in cloud computing in this region is expected to be a significant driver for cloud-based contact center services. Additionally, the region is expected to witness growth due to the investments of SMEs. Further, SMEs highly invest in cloud-based and technologically advanced solutions adoption in contact centers. Countries such as India and China present significant growth opportunities in Asia-Pacific.
In line with this, vendors compete with the sheer number of features offered by their applications, creating high competition among market players. The call center operations are usually subjected to cost-effective management, and vendors are increasingly streamlining their offerings, transferring cost benefits without compromising the quality.