Table of Content

1 Preface

2 Scope and Methodology
2.1 Objectives of the Study
2.2 Stakeholders
2.3 Data Sources
2.3.1 Primary Sources
2.3.2 Secondary Sources
2.4 Market Estimation
2.4.1 Bottom-Up Approach
2.4.2 Top-Down Approach
2.5 Forecasting Methodology

3 Executive Summary

4 Introduction
4.1 Overview
4.2 Key Industry Trends

5 Global Cloud-based Contact Center Market
5.1 Market Overview
5.2 Market Performance
5.3 Impact of COVID-19
5.4 Market Forecast

6 Market Breakup by Component
6.1 Solution
6.1.1 Market Trends
6.1.2 Key Segments
6.1.2.1 Automatic Call Distribution
6.1.2.2 Agent Performance Optimization
6.1.2.3 Dialers
6.1.2.4 Interactive Voice Response
6.1.2.5 Computer Telephony Integration
6.1.2.6 Analytics and Reporting
6.1.3 Market Forecast
6.2 Service
6.2.1 Market Trends
6.2.2 Key Segments
6.2.2.1 Professional Services
6.2.2.2 Managed Services
6.2.3 Market Forecast

7 Market Breakup by Deployment Mode
7.1 Public Cloud
7.1.1 Market Trends
7.1.2 Market Forecast
7.2 Private Cloud
7.2.1 Market Trends
7.2.2 Market Forecast
7.3 Hybrid Cloud
7.3.1 Market Trends
7.3.2 Market Forecast

8 Market Breakup by Organization Size
8.1 Small and Medium-sized Enterprises
8.1.1 Market Trends
8.1.2 Market Forecast
8.2 Large Enterprises
8.2.1 Market Trends
8.2.2 Market Forecast

9 Market Breakup by End Use Industry
9.1 BFSI
9.1.1 Market Trends
9.1.2 Market Forecast
9.2 IT and Telecom
9.2.1 Market Trends
9.2.2 Market Forecast
9.3 Media and Entertainment
9.3.1 Market Trends
9.3.2 Market Forecast
9.4 Retail
9.4.1 Market Trends
9.4.2 Market Forecast
9.5 Logistics and Transport
9.5.1 Market Trends
9.5.2 Market Forecast
9.6 Healthcare
9.6.1 Market Trends
9.6.2 Market Forecast
9.7 Others
9.7.1 Market Trends
9.7.2 Market Forecast

10 Market Breakup by Region
10.1 North America
10.1.1 United States
10.1.1.1 Market Trends
10.1.1.2 Market Forecast
10.1.2 Canada
10.1.2.1 Market Trends
10.1.2.2 Market Forecast
10.2 Asia-Pacific
10.2.1 China
10.2.1.1 Market Trends
10.2.1.2 Market Forecast
10.2.2 Japan
10.2.2.1 Market Trends
10.2.2.2 Market Forecast
10.2.3 India
10.2.3.1 Market Trends
10.2.3.2 Market Forecast
10.2.4 South Korea
10.2.4.1 Market Trends
10.2.4.2 Market Forecast
10.2.5 Australia
10.2.5.1 Market Trends
10.2.5.2 Market Forecast
10.2.6 Indonesia
10.2.6.1 Market Trends
10.2.6.2 Market Forecast
10.2.7 Others
10.2.7.1 Market Trends
10.2.7.2 Market Forecast
10.3 Europe
10.3.1 Germany
10.3.1.1 Market Trends
10.3.1.2 Market Forecast
10.3.2 France
10.3.2.1 Market Trends
10.3.2.2 Market Forecast
10.3.3 United Kingdom
10.3.3.1 Market Trends
10.3.3.2 Market Forecast
10.3.4 Italy
10.3.4.1 Market Trends
10.3.4.2 Market Forecast
10.3.5 Spain
10.3.5.1 Market Trends
10.3.5.2 Market Forecast
10.3.6 Russia
10.3.6.1 Market Trends
10.3.6.2 Market Forecast
10.3.7 Others
10.3.7.1 Market Trends
10.3.7.2 Market Forecast
10.4 Latin America
10.4.1 Brazil
10.4.1.1 Market Trends
10.4.1.2 Market Forecast
10.4.2 Mexico
10.4.2.1 Market Trends
10.4.2.2 Market Forecast
10.4.3 Others
10.4.3.1 Market Trends
10.4.3.2 Market Forecast
10.5 Middle East and Africa
10.5.1 Market Trends
10.5.2 Market Breakup by Country
10.5.3 Market Forecast

11 SWOT Analysis
11.1 Overview
11.2 Strengths
11.3 Weaknesses
11.4 Opportunities
11.5 Threats

12 Value Chain Analysis

13 Porters Five Forces Analysis
13.1 Overview
13.2 Bargaining Power of Buyers
13.3 Bargaining Power of Suppliers
13.4 Degree of Competition
13.5 Threat of New Entrants
13.6 Threat of Substitutes

14 Price Analysis

15 Competitive Landscape
15.1 Market Structure
15.2 Key Players
15.3 Profiles of Key Players
15.3.1 3CLogic
15.3.1.1 Company Overview
15.3.1.2 Product Portfolio
15.3.2 8x8 Inc.
15.3.2.1 Company Overview
15.3.2.2 Product Portfolio
15.3.3 Avaya Inc.
15.3.3.1 Company Overview
15.3.3.2 Product Portfolio
15.3.4 Cisco Systems Inc.
15.3.4.1 Company Overview
15.3.4.2 Product Portfolio
15.3.4.3 Financials
15.3.4.4 SWOT Analysis
15.3.5 Content Guru Limited
15.3.5.1 Company Overview
15.3.5.2 Product Portfolio
15.3.6 Five9 Inc.
15.3.6.1 Company Overview
15.3.6.2 Product Portfolio
15.3.6.3 Financials
15.3.7 Genesys
15.3.7.1 Company Overview
15.3.7.2 Product Portfolio
15.3.8 NICE Ltd.
15.3.8.1 Company Overview
15.3.8.2 Product Portfolio
15.3.9 RingCentral Inc.
15.3.9.1 Company Overview
15.3.9.2 Product Portfolio
15.3.9.3 Financials
15.3.10 Talkdesk
15.3.10.1 Company Overview
15.3.10.2 Product Portfolio
15.3.11 Twilio Inc.
15.3.11.1 Company Overview
15.3.11.2 Product Portfolio
15.3.12 Vocalcom
15.3.12.1 Company Overview
15.3.12.2 Product Portfolio
15.3.13 Vonage
15.3.13.1 Company Overview
15.3.13.2 Product Portfolio
15.3.13.3 Financials
15.3.13.4 SWOT Analysis