Table of Content


1    INTRODUCTION    26
1.1    INTRODUCTION TO COVID-19    26
1.2    COVID-19 HEALTH ASSESSMENT    26
FIGURE 1    COVID-19: GLOBAL PROPAGATION    26
FIGURE 2    COVID-19 PROPAGATION: SELECT COUNTRIES    27
1.3    COVID-19 ECONOMIC ASSESSMENT    28
FIGURE 3    REVISED GROSS DOMESTIC PRODUCT FORECASTS
FOR SELECT G20 COUNTRIES IN 2020    28
1.3.1    COVID-19 ECONOMIC IMPACT—SCENARIO ASSESSMENT    29
FIGURE 4    FACTORS IMPACTING GLOBAL ECONOMY    29
FIGURE 5    SCENARIOS IN TERMS OF RECOVERY OF GLOBAL ECONOMY    30
1.4    OBJECTIVES OF THE STUDY    31
1.5    MARKET DEFINITION    31
1.5.1    INCLUSIONS AND EXCLUSIONS    32
1.6    MARKET SCOPE    33
1.6.1    MARKET SEGMENTATION    33
1.6.2    REGIONS COVERED    34
1.6.3    YEARS CONSIDERED FOR THE STUDY    34
1.7    CURRENCY CONSIDERED    35
TABLE 1    UNITED STATES DOLLAR EXCHANGE RATE, 2017–2019    35
1.8    STAKEHOLDERS    35
1.9    SUMMARY OF CHANGES    35
2    RESEARCH METHODOLOGY    37
2.1    RESEARCH DATA    37
FIGURE 6    CLOUD-BASED CONTACT CENTER MARKET: RESEARCH DESIGN    38
2.1.1    SECONDARY DATA    39
2.1.2    PRIMARY DATA    39
TABLE 2    PRIMARY INTERVIEWS    39
2.1.2.1    Breakup of primary profiles    40
2.1.2.2    Key industry insights    40
2.2    MARKET BREAKUP AND DATA TRIANGULATION    41
FIGURE 7    DATA TRIANGULATION    41
2.3    MARKET SIZE ESTIMATION    42
FIGURE 8    CLOUD-BASED CONTACT CENTER MARKET: TOP-DOWN AND
BOTTOM-UP APPROACHES    42
2.3.1    TOP-DOWN APPROACH    42
2.3.2    BOTTOM-UP APPROACH    43
FIGURE 9    MARKET SIZE ESTIMATION METHODOLOGY ? APPROACH 1 (SUPPLY SIDE): REVENUE OF SOLUTIONS/SERVICES OF THE CLOUD-BASED CONTACT CENTER MARKET    43
FIGURE 10    MARKET SIZE ESTIMATION METHODOLOGY ? APPROACH 2 BOTTOM-UP (SUPPLY SIDE): COLLECTIVE REVENUE OF ALL SOLUTIONS/SERVICES OF THE CLOUD-BASED CONTACT CENTER MARKET    44
FIGURE 11    MARKET SIZE ESTIMATION METHODOLOGY—APPROACH 3—BOTTOM-UP (DEMAND SIDE): SIZE OF THE CLOUD-BASED CONTACT CENTER MARKET THROUGH OVERALL CLOUD-BASED CONTACT CENTER SPENDING    45
2.4    MARKET FORECAST    46
TABLE 3    FACTOR ANALYSIS    46
2.5    COMPANY EVALUATION MATRIX METHODOLOGY    47
FIGURE 12    COMPANY EVALUATION MATRIX: CRITERIA WEIGHTAGE    47
2.6    SMALL AND MEDIUM-SIZED ENTERPRISES/ STARTUP COMPETITIVE EVALUATION MATRIX METHODOLOGY    48
FIGURE 13    SMALL AND MEDIUM-SIZED ENTERPRISES/STARTUPSME COMPANY EVALUATION MATRIX: CRITERIA WEIGHTAGE    48
2.7    ASSUMPTIONS FOR THE STUDY    49
2.8    STUDY LIMITATIONS    50
3    EXECUTIVE SUMMARY    51
FIGURE 14    CLOUD-BASED CONTACT CENTER MARKET: GLOBAL SNAPSHOT    51
FIGURE 15    TOP GROWING SEGMENTS IN THE CLOUD-BASED CONTACT CENTER MARKET    52
FIGURE 16    SOLUTIONS SEGMENT TO HOLD A LARGER MARKET SIZE DURING
THE FORECAST PERIOD    53
FIGURE 17    LARGE ENTERPRISES SEGMENT TO HOLD A LARGER MARKET SIZE DURING THE FORECAST PERIOD    53
FIGURE 18    BANKING, FINANCIAL SERVICES, AND INSURANCE INDUSTRY TO HOLD THE LARGEST MARKET SIZE DURING THE FORECAST PERIOD    54
FIGURE 19    CLOUD-BASED CONTACT CENTER MARKET: REGIONAL SNAPSHOT    55
4    PREMIUM INSIGHTS    56
4.1    ATTRACTIVE GROWTH OPPORTUNITIES IN THE CLOUD-BASED CONTACT CENTER MARKET    56
FIGURE 20    INCREASING ADOPTION OF CLOUD-BASED OFFERINGS TO FUEL THE GROWTH OF THE CLOUD-BASED CONTACT CENTER MARKET    56
4.2    CLOUD-BASED CONTACT CENTER MARKET: BY DEPLOYMENT MODEL, 2020 VS 2025    57
FIGURE 21    PUBLIC CLOUD SEGMENT TO HOLD A LARGER MARKET SIZE DURING THE FORECAST PERIOD    57
4.3    CLOUD-BASED CONTACT CENTER MARKET: BY SOLUTION, 2020 VS 2025    57
FIGURE 22    OMNICHANNEL ROUTING SEGMENT TO HOLD THE LARGEST MARKET SIZE DURING THE FORECAST PERIOD    57
4.4    MARKET INVESTMENT SCENARIO    58
FIGURE 23    ASIA PACIFIC TO EMERGE AS THE BEST MARKET FOR INVESTMENT OVER THE NEXT FIVE YEARS    58

5    MARKET OVERVIEW AND INDUSTRY TREND    59
5.1    INTRODUCTION    59
FIGURE 24    CLOUD-BASED CONTACT CENTER MARKET: DRIVERS, RESTRAINTS, OPPORTUNITIES, AND CHALLENGES    59
5.1.1    DRIVERS    60
5.1.1.1    Rising adoption of SMAC technologies    60
5.1.1.2    Role of social media in cloud-based contact center operations    60
5.1.1.3    Benefits of SMAC technologies in contact centers    61
5.1.1.4    Increasing adoption of cloud-based contact centers due to COVID-19    61
FIGURE 25    IMPACT OF COVID-19 ON CALL CENTER VOLUME    62
5.1.1.5    Rising number of channels to reach end customers    62
5.1.1.6    Growing need for personalized and streamlined customer interactions    62
5.1.1.7    Faster deployment, scalability, and flexibility of cloud-based contact centers    63
5.1.1.8    Better business continuity with cloud-based contact centers    63
5.1.2    RESTRAINTS    63
5.1.2.1    Inadequate network bandwidth in the emerging economies    63
5.1.2.2    Cyber attacks impacting business operations    64
5.1.3    OPPORTUNITIES    64
5.1.3.1    Enhanced customer experience to increase cloud-based contact center adoption    64
FIGURE 26    MOST EXCITING BUSINESS OPPORTUNITY    64
5.1.3.2    Need to analyze audio conversations in real time    65
5.1.3.3    Shifting focus of enterprises towards the work from home culture    65
5.1.3.4    Implementation of AI, analytics, and NLP Capabilities to add value in existing cloud-based contact centers    65
FIGURE 27    ROLE OF ARTIFICIAL INTELLIGENCE IN CONTACT CENTER TRANSFORMATION    66
5.1.4    CHALLENGES    66
5.1.4.1    Privacy and data security aspects    66
5.1.4.2    Organizational, technical, and operational difficulties while moving contact centers in cloud    66
5.1.4.3    Integration of mobility with the existing capabilities    66
FIGURE 28    INTEGRATION OF MOBILITY IN EXISTING CAPABILITIES OF CONTACT CENTERS    67
5.2    COVID-19-DRIVEN MARKET DYNAMICS    68
5.2.1    DRIVERS AND OPPORTUNITIES    68
5.2.2    RESTRAINTS AND CHALLENGES    69
5.3    CASE STUDY ANALYSIS    70
5.3.1    CASE STUDY 1: BANKING, FINANCIAL SERVICES, AND INSURANCE    70
5.3.2    CASE STUDY 2: RETAIL    70
5.3.3    CASE STUDY 3: HEALTHCARE    71
5.3.4    CASE STUDY 4: TELECOMMUNICATIONS    72
5.3.5    CASE STUDY 5: INFORMATION TECHNOLOGY    72
5.3.6    CASE STUDY 6: GOVERNMENT    73
5.3.7    CASE STUDY 7: MEDIA AND ENTERTAINMENT    73
5.4    CLOUD-BASED CONTACT CENTER MARKET: VALUE CHAIN ANALYSIS    74
FIGURE 29    CLOUD-BASED CONTACT CENTER MARKET: VALUE CHAIN ANALYSIS    74
5.5    MARKET ECOSYSTEM    74
FIGURE 30    CLOUD-BASED CONTACT CENTER MARKET ECOSYSTEM    75
5.6    TECHNOLOGY ANALYSIS    75
5.6.1    ADVANCED ANALYTICS    75
5.6.1.1    Data analytics    75
5.6.1.2    Speech analytics    76
5.6.1.3    Sentiment analytics    76
5.6.2    ARTIFICIAL INTELLIGENCE    76
5.6.2.1    Machine Learning    77
5.6.2.2    Natural Language Processing    77
5.7    PRICING ANALYSIS    77
5.8    PATENT ANALYSIS    78
6    CLOUD-BASED CONTACT CENTER MARKET, BY COMPONENT    80
6.1    INTRODUCTION    81
FIGURE 31    SOLUTIONS SEGMENT TO HOLD A LARGER MARKET SIZE IN 2020    81
6.1.1    COMPONENT: CLOUD-BASED CONTACT CENTER MARKET DRIVERS    81
6.1.2    COMPONENT: COVID-19 IMPACT    82
TABLE 4    CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT,
2015–2019 (USD MILLION)    82
TABLE 5    CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT,
 2020–2025 (USD MILLION)    82
6.2    SOLUTIONS    83
FIGURE 32    REPORTING AND ANALYTICS SOLUTION TO GROW AT THE HIGHEST CAGR DURING THE FORECAST PERIOD    83
TABLE 6    SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY TYPE, 2015–2019 (USD MILLION)    84
TABLE 7    SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY TYPE, 2020–2025 (USD MILLION)    84
TABLE 8    SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)    85
TABLE 9    SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2020–2025 (USD MILLION)    85
6.2.1    OMNICHANNEL ROUTING    85
6.2.1.1    Digital Channels    86
6.2.1.2    Interactive Voice Response    86
6.2.1.3    Automatic Call Distributor    86
6.2.1.4    Dialer    86
6.2.1.5    Virtual Agents    86
TABLE 10    OMNICHANNEL ROUTING: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)    87
TABLE 11    OMNICHANNEL ROUTING: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2020–2025 (USD MILLION)    87
6.2.2    WORKFORCE ENGAGEMENT MANAGEMENT    87
6.2.2.1    Workforce Optimization    88
6.2.2.2    Call Recording and Quality Management    88
TABLE 12    WORKFORCE ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)    88
TABLE 13    WORKFORCE ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2020–2025 (USD MILLION)    89
6.2.3    REPORTING AND ANALYTICS    89
6.2.3.1    Historical and Customized Reports    89
6.2.3.2    Speech analytics    89
6.2.3.3    Text Analytics    90
TABLE 14    REPORTING AND ANALYTICS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)    90
TABLE 15    REPORTING AND ANALYTICS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2020–2025 (USD MILLION)    90
6.2.4    CUSTOMER ENGAGEMENT MANAGEMENT    91
TABLE 16    CUSTOMER ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)    91
TABLE 17    CUSTOMER ENGAGEMENT MANAGEMENT: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2020–2025 (USD MILLION)    91
6.2.5    OTHERS    92
TABLE 18    OTHERS SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY REGION, 2015–2019 (USD MILLION)    92
TABLE 19    OTHERS SOLUTIONS: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY REGION, 2020–2025 (USD MILLION)    93
6.3    SERVICES    93
6.3.1    CONSULTING    93
6.3.2    IMPLEMENTATION AND INTEGRATION    93
6.3.3    TRAINING, AND SUPPORT AND MAINTENANCE    93
TABLE 20    SERVICES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)    94
TABLE 21    SERVICES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2020–2025 (USD MILLION)    94
7    CLOUD-BASED CONTACT CENTER MARKET, BY DEPLOYMENT MODEL    95
7.1    INTRODUCTION    96
FIGURE 33    PUBLIC CLOUD SEGMENT TO HOLD A LARGER MARKET SIZE IN 2020    96
7.1.1    DEPLOYMENT MODEL: CLOUD-BASED CONTACT CENTER MARKET DRIVERS    96
7.1.2    DEPLOYMENT MODEL: COVID-19 IMPACT    96
TABLE 22    CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION)    97
TABLE 23    CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION)    97
7.2    PUBLIC CLOUD    97
TABLE 24    PUBLIC CLOUD: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)    98
TABLE 25    PUBLIC CLOUD: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2020–2025 (USD MILLION)    98
7.3    PRIVATE CLOUD    98
TABLE 26    PRIVATE CLOUD: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY REGION, 2015–2019 (USD MILLION)    99
TABLE 27    PRIVATE CLOUD: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY REGION, 2020–2025 (USD MILLION)    99
8    CLOUD-BASED CONTACT CENTER MARKET, BY ORGANIZATION SIZE    100
8.1    INTRODUCTION    101
FIGURE 34    LARGE ENTERPRISES SEGMENT TO HOLD A LARGER MARKET SIZE IN 2020    101
8.1.1    ORGANIZATION SIZE: CLOUD-BASED CONTACT CENTER MARKET DRIVERS    101
8.1.2    ORGANIZATION SIZE: COVID-19 IMPACT    101
TABLE 28    CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)    102
TABLE 29    CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION)    102
8.2    LARGE ENTERPRISES    102
TABLE 30    LARGE ENTERPRISES: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY REGION, 2015–2019 (USD MILLION)    103
TABLE 31    LARGE ENTERPRISES: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY REGION, 2020–2025 (USD MILLION)    103
8.3    SMALL AND MEDIUM-SIZED ENTERPRISES    103
TABLE 32    SMALL AND MEDIUM-SIZED ENTERPRISES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)    104
TABLE 33    SMALL AND MEDIUM-SIZED ENTERPRISES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2020–2025 (USD MILLION)    104
9    CLOUD-BASED CONTACT CENTER MARKET, BY INDUSTRY    105
9.1    INTRODUCTION    106
FIGURE 35    BANKING, FINANCIAL SERVICES, AND INSURANCE INDUSTRY TO HOLD THE LARGEST MARKET SIZE IN 2020    106
9.1.1    INDUSTRIES: CLOUD-BASED CONTACT CENTER MARKET DRIVERS    107
9.1.2    INDUSTRIES: COVID-19 IMPACT    107
TABLE 34    CLOUD-BASED CONTACT CENTER MARKET SIZE, BY INDUSTRY,
2015–2019 (USD MILLION)    108
TABLE 35    CLOUD-BASED CONTACT CENTER MARKET SIZE, BY INDUSTRY,
2020–2025 (USD MILLION)    108

9.2    BANKING, FINANCIAL SERVICES, AND INSURANCE    109
TABLE 36    BANKING, FINANCIAL SERVICES, AND INSURANCE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)    109
TABLE 37    BANKING, FINANCIAL SERVICES, AND INSURANCE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2020–2025 (USD MILLION)    110
9.3    TELECOMMUNICATIONS    110
TABLE 38    TELECOMMUNICATIONS: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY REGION, 2015–2019 (USD MILLION)    111
TABLE 39    TELECOMMUNICATIONS: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY REGION, 2020–2025 (USD MILLION)    111
9.4    IT AND ITES    112
TABLE 40    IT AND ITES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)    112
TABLE 41    IT AND ITES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2020–2025 (USD MILLION)    112
9.5    GOVERNMENT AND PUBLIC SECTOR    113
TABLE 42    GOVERNMENT AND PUBLIC SECTOR: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)    113
TABLE 43    GOVERNMENT AND PUBLIC SECTOR: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2020–2025 (USD MILLION)    114
9.6    RETAIL AND CONSUMER GOODS    114
TABLE 44    RETAIL AND CONSUMER GOODS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)    114
TABLE 45    RETAIL AND CONSUMER GOODS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2020–2025 (USD MILLION)    115
9.7    MANUFACTURING    115
TABLE 46    MANUFACTURING: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY REGION, 2015–2019 (USD MILLION)    115
TABLE 47    MANUFACTURING: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY REGION, 2020–2025 (USD MILLION)    116
9.8    ENERGY AND UTILITIES    116
TABLE 48    ENERGY AND UTILITIES: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY REGION, 2015–2019 (USD MILLION)    116
TABLE 49    ENERGY AND UTILITIES: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY REGION, 2020–2025 (USD MILLION)    117
9.9    MEDIA AND ENTERTAINMENT    117
TABLE 50    MEDIA AND ENTERTAINMENT: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)    117
TABLE 51    MEDIA AND ENTERTAINMENT: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2020–2025 (USD MILLION)    118
9.10    HEALTHCARE AND LIFE SCIENCES    118
TABLE 52    HEALTHCARE AND LIFE SCIENCES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2015–2019 (USD MILLION)    118
TABLE 53    HEALTHCARE AND LIFE SCIENCES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2020–2025 (USD MILLION)    119

9.11    OTHERS    119
TABLE 54    OTHERS INDUSTRY: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY REGION, 2015–2019 (USD MILLION)    119
TABLE 55    OTHERS INDUSTRY: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY REGION, 2020–2025 (USD MILLION)    120
10    CLOUD-BASED CONTACT CENTER MARKET, BY REGION    121
10.1    INTRODUCTION    122
FIGURE 36    NORTH AMERICA TO HOLD THE LARGEST MARKET SIZE DURING THE FORECAST PERIOD    122
TABLE 56    CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION,
2015–2019 (USD MILLION)    122
TABLE 57    CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION,
2020–2025 (USD MILLION)    123
10.2    NORTH AMERICA    123
10.2.1    NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET DRIVERS    123
10.2.2    NORTH AMERICA: COVID-19 IMPACT    124
10.2.3    NORTH AMERICA: REGULATORY IMPLICATIONS    124
10.2.4    UNITED STATES SECURITIES AND EXCHANGE COMMISSION    124
10.2.5    INTERNATIONAL ORGANIZATION FOR STANDARDIZATION 27001    124
10.2.6    CALIFORNIA CONSUMER PRIVACY ACT    125
10.2.7    HEALTH INSURANCE PORTABILITY AND ACCOUNTABILITY ACT OF 1996    125
10.2.8    SARBANES-OXLEY ACT OF 2002    125
FIGURE 37    NORTH AMERICA: MARKET SNAPSHOT    126
TABLE 58    NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY COMPONENT, 2015–2019 (USD MILLION)    126
TABLE 59    NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY COMPONENT, 2020–2025 (USD MILLION)    127
TABLE 60    NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY SOLUTION, 2015–2019 (USD MILLION)    127
TABLE 61    NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY SOLUTION, 2020–2025 (USD MILLION)    128
TABLE 62    NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION)    128
TABLE 63    NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION)    128
TABLE 64    NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)    129
TABLE 65    NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY ORGANIZATION SIZE, 2020–2025 (USD MILLION)    129
TABLE 66    NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY INDUSTRY, 2015–2019 (USD MILLION)    129
TABLE 67    NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY INDUSTRY, 2020–2025 (USD MILLION)    130
TABLE 68    NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY COUNTRY, 2015–2019 (USD MILLION)    130
TABLE 69    NORTH AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY COUNTRY, 2020–2025 (USD MILLION)    131
10.2.9    UNITED STATES    131
TABLE 70    UNITED STATES: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY COMPONENT, 2015–2019 (USD MILLION)    131
TABLE 71    UNITED STATES: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY COMPONENT, 2020–2025 (USD MILLION)    132
TABLE 72    UNITED STATES: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION)    132
TABLE 73    UNITED STATES: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION)    132
TABLE 74    UNITED STATES: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)    133
TABLE 75    UNITED STATES: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY ORGANIZATION SIZE, 2020–2025 (USD MILLION)    133
10.2.10    CANADA    133
TABLE 76    CANADA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)    134
TABLE 77    CANADA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION)    134
TABLE 78    CANADA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION)    134
TABLE 79    CANADA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION)    135
TABLE 80    CANADA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)    135
TABLE 81    CANADA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION)    135
10.3    EUROPE    136
10.3.1    EUROPE: CLOUD-BASED CONTACT CENTER MARKET DRIVERS    136
10.3.2    EUROPE: COVID-19 IMPACT    136
10.3.3    EUROPE: REGULATORY IMPLICATIONS    137
10.3.4    GENERAL DATA PROTECTION REGULATION    137
10.3.5    EUROPEAN CYBERSECURITY ACT    137
TABLE 82    EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)    138
TABLE 83    EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION)    138
TABLE 84    EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2015–2019 (USD MILLION)    138
TABLE 85    EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2020–2025 (USD MILLION)    139
TABLE 86    EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION)    139
TABLE 87    EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION)    139
TABLE 88    EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)    140
TABLE 89    EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION)    140
TABLE 90    EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY INDUSTRY, 2015–2019 (USD MILLION)    140
TABLE 91    EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY INDUSTRY, 2020–2025 (USD MILLION)    141
TABLE 92    EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION)    141
TABLE 93    EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COUNTRY, 2020–2025 (USD MILLION)    142
10.3.6    UNITED KINGDOM    142
TABLE 94    UNITED KINGDOM: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY COMPONENT, 2015–2019 (USD MILLION)    142
TABLE 95    UNITED KINGDOM: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY COMPONENT, 2020–2025 (USD MILLION)    143
TABLE 96    UNITED KINGDOM: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION)    143
TABLE 97    UNITED KINGDOM: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION)    143
TABLE 98    UNITED KINGDOM: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)    144
TABLE 99    UNITED KINGDOM: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY ORGANIZATION SIZE, 2020–2025 (USD MILLION)    144
10.3.7    GERMANY    144
TABLE 100    GERMANY: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)    144
TABLE 101    GERMANY: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION)    145
TABLE 102    GERMANY: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION)    145
TABLE 103    GERMANY: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION)    145
TABLE 104    GERMANY: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)    146
TABLE 105    GERMANY: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY ORGANIZATION SIZE, 2020–2025 (USD MILLION)    146
10.3.8    FRANCE    146
TABLE 106    FRANCE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)    146
TABLE 107    FRANCE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION)    147
TABLE 108    FRANCE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION)    147
TABLE 109    FRANCE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION)    147
TABLE 110    FRANCE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)    148
TABLE 111    FRANCE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION)    148
10.3.9    REST OF EUROPE    148
TABLE 112    REST OF EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)    149
TABLE 113    REST OF EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION)    149
TABLE 114    REST OF EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION)    149
TABLE 115    REST OF EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION)    150
TABLE 116    REST OF EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)    150
TABLE 117    REST OF EUROPE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION)    150
10.4    ASIA PACIFIC    151
10.4.1    ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET DRIVERS    151
10.4.2    ASIA PACIFIC: COVID-19 IMPACT    151
10.4.3    ASIA PACIFIC: REGULATORY IMPLICATIONS    152
10.4.4    PERSONAL DATA PROTECTION ACT    152
10.4.5    THE SINGAPORE STANDARD SS 564    152
10.4.6    INTERNET DATA CENTER IN CHINA    152
FIGURE 38    ASIA PACIFIC: REGIONAL SNAPSHOT    153
TABLE 118    ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)    153
TABLE 119    ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION)    154
TABLE 120    ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2015–2019 (USD MILLION)    154
TABLE 121    ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2020–2025 (USD MILLION)    155
TABLE 122    ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION)    155
TABLE 123    ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION)    155
TABLE 124    ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)    156
TABLE 125    ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION)    156
TABLE 126    ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY INDUSTRY, 2015–2019 (USD MILLION)    156
TABLE 127    ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY INDUSTRY, 2020–2025 (USD MILLION)    157
TABLE 128    ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION)    157
TABLE 129    ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COUNTRY, 2020–2025 (USD MILLION)    158

10.4.7    CHINA    158
TABLE 130    CHINA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)    158
TABLE 131    CHINA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION)    159
TABLE 132    CHINA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION)    159
TABLE 133    CHINA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION)    159
TABLE 134    CHINA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)    160
TABLE 135    CHINA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION)    160
10.4.8    JAPAN    160
TABLE 136    JAPAN: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)    161
TABLE 137    JAPAN: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION)    161
TABLE 138    JAPAN: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION)    161
TABLE 139    JAPAN: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION)    162
TABLE 140    JAPAN: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)    162
TABLE 141    JAPAN: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION)    162
10.4.9    INDIA    163
TABLE 142    INDIA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)    163
TABLE 143    INDIA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION)    163
TABLE 144    INDIA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION)    164
TABLE 145    INDIA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION)    164
TABLE 146    INDIA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)    164
TABLE 147    INDIA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION)    165
10.4.10    AUSTRALIA AND NEW ZEALAND    165
TABLE 148    AUSTRALIA AND NEW ZEALAND: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)    165
TABLE 149    AUSTRALIA AND NEW ZEALAND: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION)    165
TABLE 150    AUSTRALIA AND NEW ZEALAND: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION)    166
TABLE 151    AUSTRALIA AND NEW ZEALAND: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION)    166
TABLE 152    AUSTRALIA AND NEW ZEALAND: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)    166
TABLE 153    AUSTRALIA AND NEW ZEALAND: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION)    167
10.4.11    INDONESIA    167
TABLE 154    INDONESIA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)    167
TABLE 155    INDONESIA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION)    167
TABLE 156    INDONESIA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION)    168
TABLE 157    INDONESIA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION)    168
TABLE 158    INDONESIA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)    168
TABLE 159    INDONESIA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION)    169
10.4.12    REST OF ASIA PACIFIC    169
TABLE 160    REST OF ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)    169
TABLE 161    REST OF ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION)    170
TABLE 162    REST OF ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION)    170
TABLE 163    REST OF ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION)    170
TABLE 164    REST OF ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)    171
TABLE 165    REST OF ASIA PACIFIC: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION)    171
10.5    MIDDLE EAST AND AFRICA    171
10.5.1    MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET DRIVERS    172
10.5.2    MIDDLE EAST AND AFRICA: COVID-19 IMPACT    172
10.5.3    MIDDLE EAST AND AFRICA: REGULATORY IMPLICATIONS    172
10.5.4    PERSONAL DATA PROTECTION LAW    172
10.5.5    CLOUD COMPUTING REGULATORY FRAMEWORK    173
TABLE 166    MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)    173
TABLE 167    MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION)    173
TABLE 168    MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2015–2019 (USD MILLION)    174
TABLE 169    MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2020–2025 (USD MILLION)    174
TABLE 170    MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION)    175
TABLE 171    MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION)    175
TABLE 172    MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)    175
TABLE 173    MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION)    176
TABLE 174    MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY INDUSTRY, 2015–2019 (USD MILLION)    176
TABLE 175    MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY INDUSTRY, 2020–2025 (USD MILLION)    177
TABLE 176    MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION)    177
TABLE 177    MIDDLE EAST AND AFRICA : CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COUNTRY, 2020–2025 (USD MILLION)    178
10.5.6    KINGDOM OF SAUDI ARABIA    178
TABLE 178    KINGDOM OF SAUDI ARABIA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)    178
TABLE 179    KINGDOM OF SAUDI ARABIA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION)    179
TABLE 180    KINGDOM OF SAUDI ARABIA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION)    179
TABLE 181    KINGDOM OF SAUDI ARABIA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION)    179
TABLE 182    KINGDOM OF SAUDI ARABIA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)    180
TABLE 183    KINGDOM OF SAUDI ARABIA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION)    180
10.5.7    UNITED ARAB EMIRATES    180
TABLE 184    UNITED ARAB EMIRATES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)    180
TABLE 185    UNITED ARAB EMIRATES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION)    181
TABLE 186    UNITED ARAB EMIRATES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION)    181
TABLE 187    UNITED ARAB EMIRATES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION)    181
TABLE 188    UNITED ARAB EMIRATES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)    182
TABLE 189    UNITED ARAB EMIRATES: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION)    182
10.5.8    SOUTH AFRICA    182
TABLE 190    SOUTH AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)    183
TABLE 191    SOUTH AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION)    183
TABLE 192    SOUTH AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION)    183
TABLE 193    SOUTH AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION)    184
TABLE 194    SOUTH AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)    184
TABLE 195    SOUTH AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION)    184
10.5.9    REST OF MIDDLE EAST AND AFRICA    185
TABLE 196    REST OF MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)    185
TABLE 197    REST OF MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION)    185
TABLE 198    REST OF MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION)    186
TABLE 199    REST OF MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION)    186
TABLE 200    REST OF MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)    186
TABLE 201    REST OF MIDDLE EAST AND AFRICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION)    187
10.6    LATIN AMERICA    187
10.6.1    LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET DRIVERS    187
10.6.2    LATIN AMERICA: COVID-19 IMPACT    187
10.6.3    LATIN AMERICA: REGULATORY IMPLICATIONS    188
10.6.4    FEDERAL LAW ON PROTECTION OF PERSONAL DATA HELD BY INDIVIDUALS    188
TABLE 202    LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)    188
TABLE 203    LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION)    189
TABLE 204    LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2015–2019 (USD MILLION)    189
TABLE 205    LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION, 2020–2025 (USD MILLION)    190
TABLE 206    LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION)    190
TABLE 207    LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION)    190
TABLE 208    LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)    191
TABLE 209    LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION)    191
TABLE 210    LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY INDUSTRY, 2015–2019 (USD MILLION)    191
TABLE 211    LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY INDUSTRY, 2020–2025 (USD MILLION)    192
TABLE 212    LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COUNTRY, 2015–2019 (USD MILLION)    192
TABLE 213    LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COUNTRY, 2020–2025 (USD MILLION)    193

10.6.5    BRAZIL    193
TABLE 214    BRAZIL: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)    193
TABLE 215    BRAZIL: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION)    194
TABLE 216    BRAZIL: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION)    194
TABLE 217    BRAZIL: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION)    194
TABLE 218    BRAZIL: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)    195
TABLE 219    BRAZIL: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION)    195
10.6.6    MEXICO    195
TABLE 220    MEXICO: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2015–2019 (USD MILLION)    196
TABLE 221    MEXICO: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY COMPONENT, 2020–2025 (USD MILLION)    196
TABLE 222    MEXICO: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION)    196
TABLE 223    MEXICO: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION)    197
TABLE 224    MEXICO: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)    197
TABLE 225    MEXICO: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY ORGANIZATION SIZE, 2020–2025 (USD MILLION)    197
10.6.7    REST OF LATIN AMERICA    198
TABLE 226    REST OF LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY COMPONENT, 2015–2019 (USD MILLION)    198
TABLE 227    REST OF LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY COMPONENT, 2020–2025 (USD MILLION)    198
TABLE 228    REST OF LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY DEPLOYMENT MODEL, 2015–2019 (USD MILLION)    198
TABLE 229    REST OF LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY DEPLOYMENT MODEL, 2020–2025 (USD MILLION)    199
TABLE 230    REST OF LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY ORGANIZATION SIZE, 2015–2019 (USD MILLION)    199
TABLE 231    REST OF LATIN AMERICA: CLOUD-BASED CONTACT CENTER MARKET SIZE,
BY ORGANIZATION SIZE, 2020–2025 (USD MILLION)    199
11    COMPETITIVE LANDSCAPE    200
11.1    MARKET EVALUATION FRAMEWORK    200
FIGURE 39    MARKET EVALUATION FRAMEWORK    200
11.2    MARKET SHARE ANALYSIS    201
FIGURE 40    MARKET SHARE ANALYSIS OF COMPANIES IN THE CLOUD-BASED CONTACT CENTER MARKET    201

11.3    HISTORICAL REVENUE ANALYSIS OF LEADING PLAYERS    202
FIGURE 41    HISTORICAL FIVE-YEAR REVENUE ANALYSIS OF
LEADING PLAYERS, 2015-2019    202
11.4    COMPANY EVALUATION MATRIX    202
11.4.1    DEFINITIONS AND METHODOLOGY    202
TABLE 232    COMPANY EVALUATION MATRIX: CRITERIA AND WEIGHTAGE    202
11.4.2    STAR    203
11.4.3    EMERGING LEADERS    203
11.4.4    PERVASIVE    203
11.4.5    PARTICIPANT    203
FIGURE 42    CLOUD-BASED CONTACT CENTER MARKET (GLOBAL): COMPANY EVALUATION MATRIX, 2020    204
11.5    SMALL AND MEDIUM ENTERPRISE / STARTUP EVALUATION MATRIX    205
11.5.1    DEFINITIONS AND METHODOLOGY    205
TABLE 233    SMALL AND MEDIUM ENTERPRISE/STARTUP EVALUATION MATRIX:
CRITERIA WEIGHTAGE    205
11.5.2    PROGRESSIVE COMPANIES    205
11.5.3    RESPONSIVE COMPANIES    205
11.5.4    DYNAMIC COMPANIES    205
11.5.5    STARTING BLOCKS    206
FIGURE 43    CLOUD-BASED CONTACT CENTER MARKET (GLOBAL):
SME/START UP EVALUATION MATRIX, 2020    206
12    COMPANY PROFILES    207
12.1    INTRODUCTION    207
(Business Overview, Products, Solutions & Services, Key Insights, Recent Developments, SWOT Analysis, MnM View)*
12.2    NICE    207
FIGURE 44    NICE: COMPANY SNAPSHOT    208
12.3    GENESYS    215
12.4    FIVE9    219
FIGURE 45    FIVE9: COMPANY SNAPSHOT    219
12.5    VONAGE    224
FIGURE 46    VONAGE: COMPANY SNAPSHOT    224
12.6    TALKDESK    228
12.7    8X8    233
FIGURE 47    8X8: COMPANY SNAPSHOT    233
12.8    CISCO    238
FIGURE 48    CISCO: COMPANY SNAPSHOT    238
12.9    AVAYA    242
FIGURE 49    AVAYA: COMPANY SNAPSHOT    242
12.10    SERENOVA    247
12.11    CONTENT GURU    250
12.12    ASPECT SOFTWARE    252
12.13    RINGCENTRAL    253
12.14    ENGHOUSE INTERACTIVE    254
12.15    3CLOGIC    255
12.16    AMEYO    256
12.17    TWILIO    257
12.18    VOCALCOM    258
12.19    EVOLVE IP    259
*Details on Business Overview, Products, Solutions, & Services, Key Insights, Recent Developments, SWOT Analysis, MnM View might not be captured in case of unlisted companies.
12.20    STARTUP/SME PROFILES    260
12.20.1    PYPESTREAM    260
12.20.2    TECHSEE    260
12.20.3    AIRCALL    261
12.20.4    SENTIMENT MACHINES    261
12.20.5    NUBITEL    262
12.20.6    JUSTCALL    262
12.20.7    DIALER360    263
12.20.8    SERVETEL    264
12.20.9    NEODOVE    264
12.20.10    RULAI    265
13    ADJACENT AND RELATED MARKETS    266
13.1    INTRODUCTION    266
13.1.1    RELATED MARKETS    266
13.1.2    LIMITATIONS    266
13.2    CONTACT CENTER SOFTWARE MARKET    266
13.2.1    MARKET DEFINITION    266
TABLE 234    CONTACT CENTER SOFTWARE MARKET SIZE, BY COMPONENT,
2016–2023 (USD MILLION)    267
TABLE 235    SOFTWARE: CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE,
2016–2023 (USD MILLION)    267
TABLE 236    SOFTWARE: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION,
2016–2023 (USD MILLION)    268
TABLE 237    SERVICES: CONTACT CENTER SOFTWARE MARKET SIZE, BY TYPE,
 2016–2023 (USD MILLION)    268
TABLE 238    SERVICES: CONTACT CENTER SOFTWARE MARKET SIZE, BY REGION,
2016–2023 (USD MILLION)    268
13.3    CONTACT CENTER ANALYTICS MARKET    269
13.3.1    MARKET DEFINITION    269
TABLE 239    CONTACT CENTER ANALYTICS MARKET SIZE, BY COMPONENT,
2015–2022 (USD MILLION)    269
TABLE 240    SOFTWARE: CONTACT CENTER ANALYTICS MARKET SIZE, BY TYPE,
2015–2022 (USD MILLION)    269
TABLE 241    SERVICES: CONTACT CENTER ANALYTICS MARKET SIZE, BY TYPE,
2015–2022 (USD MILLION)    270
14    APPENDIX    271
14.1    DISCUSSION GUIDE    271
14.2    KNOWLEDGE STORE   275
14.3    AVAILABLE CUSTOMIZATIONS    277
14.4    RELATED REPORTS    277
14.5    AUTHOR DETAILS    278