CHICAGO, May 6, 2024 /PRNewswire/ — Cloud-based contact centre market trends for the future include seamless omnichannel communication, support for remote workforce enablement, and faster adoption of AI and automation. Along with a focus on customer-centric innovation, worldwide expansion, and sustainability initiatives, integration with the CX ecosystem, sophisticated analytics, security, and compliance will be important drivers.

The Cloud-based Contact Center Market is projected to grow from USD 26.2 billion in 2024 to USD 86.4 billion by 2029, at a compound annual growth rate (CAGR) of 26.9% during the forecast period, according to a new report by MarketsandMarkets™. The Cloud-based Contact Center Market is expected to grow significantly during the forecast period, owing to various business drivers like rising requirement for customized and streamlined engagements, increasing significance of social media in contact center operations, sustained adoption of cloud technology in contact center infrastructure, and rapid rise in the implementation of next-gen contact center technologies.
Browse in-depth TOC on “Cloud-based Contact Center Market”
299 – Tables 67 – Figures359 – Pages
Download PDF Brochure @ https://www.marketsandmarkets.com/pdfdownloadNew.asp?id=160166082
Scope of the Report
Report Metrics
Details
Market size available for years
2019–2029
Base year considered
2023
Forecast period
2024–2029
Forecast units
USD (Billion)
Segments Covered
Offering, Application, Communication Channel, Vertical, and Region
Geographies covered
North America, Asia Pacific, Europe, Middle East & Africa, and Latin America
Companies covered
NICE (Israel), AWS (US), Genesys (US), Vonage (US), Five9 (US), Talkdesk (US), Cisco (US), Avaya (US), Zoho (India), 8×8 (US), Verizon (US), Alvaria (US), Amelia (US), Twilio (US), CloudWave (Australia), Content Guru (UK), RingCentral (US), 3CLogic (US), Enghouse Interactive (US), Vocalcom (France), Evolve IP (US), Sprinklr (US), Mitel (Canada), BT Group (UK), Pypestream (US), TechSee (Israel), Aircall (France), Sentient Machines (UK), Nubitel (Singapore), JustCall (US), Dialer360 (UK), Servetel (India), NeoDove (India), and Rulai (US).
By Software type, omnichannel routing software type to register for the largest market share during the forecast period
Omnichannel routing software type is projected to hold the largest market share in the Cloud-based Contact Center Market during the forecast period due to its ability to seamlessly integrate multiple communication channels, such as voice, email, chat, social media, and more. This software type addresses the growing demand for unified customer experiences, allowing businesses to efficiently manage interactions across various channels from a single platform. With consumers increasingly expecting consistent and personalized engagement regardless of channel, omnichannel routing software offers the flexibility and efficiency that contact centers need to meet these expectations.
Request Sample Pages@ https://www.marketsandmarkets.com/requestsampleNew.asp?id=160166082
By communication channel, self-service segment is poised for the fastest growth rate during the forecast period
Self-service communication channel is poised for the fastest growth in Cloud-based Contact Center Market due to their efficiency and convenience. As customers increasingly seek quick resolutions and personalized experiences, self-service options such as AI-powered chatbots, interactive voice response (IVR) systems, and knowledge bases offer round-the-clock assistance without the need for agent intervention. This not only reduces operational costs for businesses but also provides customers with immediate access to information and support, driving satisfaction and loyalty. The scalability and flexibility of cloud-based contact center solutions further enhance the appeal of self-service channels, making them a key driver of growth in the coming years.
By region, North America to account for the largest market during the forecast period
The region’s robust IT infrastructure and early adoption of cloud technologies have paved the way for widespread acceptance of cloud-based contact center solutions. Additionally, the presence of major market players and technological innovators in the region, particularly in the United States and Canada, drives continuous advancements and deployments of cloud contact center services. Furthermore, the growing emphasis on customer experience and the need for scalable, flexible, and cost-effective customer interaction solutions propel the demand for cloud-based contact centers, with North American businesses recognizing the efficiency gains and agility afforded by these platforms.
Top Key Companies in Cloud-based Contact Center Market:
Some major players in the Cloud-based Contact Center Market include NICE (Israel), AWS (US), Genesys (US), Vonage (US), Five9 (US), along with startups such as Pypestream (US), TechSee (Israel), Aircall (France), Sentient Machines (UK), Nubitel (Singapore).
Recent Developments:
In March 2024, Vonage announced the addition of Vonage Enhanced Noise Cancellation to the Vonage Contact Center (VCC). This noise and echo cancellation feature uses machine learning to eliminate disruptive background noises and voices, boosting agent productivity, reducing average handle time, and improving the overall customer experience.In March 2024, Five9 announced GenAI Studio, an industry-first solution that allows organizations to customize general-purpose, off-the-shelf generative AI models, such as OpenAI, for the contact center with just a few clicks.In December 2023, NICE announced the launch of the 2023 CXone Fall Release, expanding AI and automation and increasing openness across the CXone platform. CXone is the industry’s leading interaction-centric platform, enabling organizations to effectively manage all interactions—attended and unattended. As organizations look to infuse AI and automation throughout their CX operations, this release further enhances NICE’s leadership gap with unique capabilities that allow organizations to succeed and compete in the digital era.In June 2023, Genesys collaborated with Lighthouse Works, which has resulted in significant career opportunities for the Blind or Visually Impaired (BI). According to Lighthouse Works, using the Genesys Cloud CX platform integrated with its proprietary API, Lighthouse Works created more than 25% of new blind jobs in the US last year.In December 2022, AWS partnered with Stability AI to build and grow its AI models for creating pictures, language, audio, video, and 3D content. Stability AI accelerated its work on open-source generative AI models by utilizing Amazon SageMaker (AWS’s end-to-end machine learning service) and AWS’s computer and storage infrastructure. Stability AI will work with Amazon to make its open-source tools and models accessible to startups, academics, and businesses worldwide.Inquire Before Buying@ https://www.marketsandmarkets.com/Enquiry_Before_BuyingNew.asp?id=160166082
Cloud-based Contact Center Market Advantages:
Scalability is a feature of cloud-based contact centres that enables companies to quickly scale up or down in response to varying call volumes, seasonal needs, or corporate expansion without having to make large infrastructure investments.These solutions enable distributed teams, remote work, and company continuity in the event of disruptions or emergencies by giving agents the freedom to work remotely from any location with an internet connection.By providing a pay-as-you-go pricing model where businesses only pay for the products and resources they use, cloud-based contact centres save upfront capital expenses and total cost of ownership. They also do away with the need for on-premises hardware and maintenance costs.With less setup and configuration needed, cloud-based contact centre systems may be rapidly and simply implemented, allowing businesses to react more swiftly to changes in the market or in customer expectations.These solutions enable businesses to provide individualised customer experiences, streamline workflows, and consolidate customer data by offering seamless interaction with other company systems including CRM, helpdesk, and marketing automation platforms.In the event of system failures or outages, cloud-based contact centres include built-in disaster recovery and redundancy features, including data backup, failover, and redundancy techniques to maintain company continuity and minimise downtime.Businesses may serve clients worldwide using cloud-based contact centres because they may set up virtual contact centres in several locations, customise customer experiences, and adhere to local laws and data protection standards.Report Objectives
To define, describe, and predict the Cloud-based Contact Center Market by offering (software (type, engagement type, deployment mode) and services), communication channel, application, vertical, and regionTo provide detailed information related to major factors (drivers, restraints, opportunities, and industry-specific challenges) influencing the market growthTo analyze the micro markets with respect to individual growth trends, prospects, and their contribution to the total marketTo analyze the opportunities in the market for stakeholders by identifying the high-growth segments of the Cloud-based Contact Center MarketTo analyze the opportunities in the market and provide details of the competitive landscape for stakeholders and market leadersTo forecast the market size of segments for five main regions: North America, Europe, Asia Pacific, Middle East & Africa, and Latin AmericaTo profile key players and comprehensively analyze their market rankings and core competencies.To analyze the competitive developments, such as partnerships, product launches, and mergers & acquisitions, in the Cloud-based Contact Center MarketTo analyze the impact of recession across all regions in the Cloud-based Contact Center MarketBrowse Adjacent Markets: Software and Services Market Research Reports & Consulting
Related Reports:
Digital Map Market- Global Forecast to 2029
Railway Management System Market – Global Forecast to 2029
Property Management Market- Global Forecast to 2028
Data Catalog Market – Global Forecast to 2027
Education ERP Market- Global Forecast to 2026
About MarketsandMarkets™
MarketsandMarkets™ has been recognized as one of America’s best management consulting firms by Forbes, as per their recent report.
MarketsandMarkets™ is a blue ocean alternative in growth consulting and program management, leveraging a man-machine offering to drive supernormal growth for progressive organizations in the B2B space. We have the widest lens on emerging technologies, making us proficient in co-creating supernormal growth for clients.
Earlier this year, we made a formal transformation into one of America’s best management consulting firms as per a survey conducted by Forbes.
The B2B economy is witnessing the emergence of $25 trillion of new revenue streams that are substituting existing revenue streams in this decade alone. We work with clients on growth programs, helping them monetize this $25 trillion opportunity through our service lines – TAM Expansion, Go-to-Market (GTM) Strategy to Execution, Market Share Gain, Account Enablement, and Thought Leadership Marketing.
Built on the ‘GIVE Growth’ principle, we work with several Forbes Global 2000 B2B companies – helping them stay relevant in a disruptive ecosystem. Our insights and strategies are molded by our industry experts, cutting-edge AI-powered Market Intelligence Cloud, and years of research. The KnowledgeStore™ (our Market Intelligence Cloud) integrates our research, facilitates an analysis of interconnections through a set of applications, helping clients look at the entire ecosystem and understand the revenue shifts happening in their industry.
To find out more, visit www.MarketsandMarkets™.com or follow us on Twitter, LinkedIn and Facebook.
Contact:Mr. Aashish MehraMarketsandMarkets™ INC. 630 Dundee Road Suite 430Northbrook, IL 60062USA: +1-888-600-6441Email: [email protected] Insight: https://www.marketsandmarkets.com/ResearchInsight/cloud-based-contact-center-market.aspVisit Our Website: https://www.marketsandmarkets.com/Content Source: https://www.marketsandmarkets.com/PressReleases/cloud-based-contact-center.asp
Logo: https://mma.prnewswire.com/media/1951202/4609423/MarketsandMarkets.jpg
 

View original content:https://www.prnewswire.co.uk/news-releases/cloud-based-contact-center-market-worth-86-4-billion-by-2029–exclusive-report-by-marketsandmarkets-302136474.html

Teleperformance in Mexico is well positioned to drive the CX outsourcing services space into its next growth phase, capturing market share and sustaining leadership in the coming years.
SAN ANTONIO, May 6, 2024 /PRNewswire/ — Frost & Sullivan recently researched the customer experience (CX) outsourcing services industry and, based on its analysis results, recognizes Teleperformance in Mexico with the 2024 Mexican Company of the Year Award. The company is a leader in the US nearshore, Mexican, and LATAM CX outsourcing services market and a part of the global Teleperformance Group. Teleperformance in Mexico provides services to more than 30 countries and serves over 80 clients across several verticals, including retail; telecommunications (telecom); and banking, financial services, and insurance (BFSI); among others. While many competitors struggle to serve US-based customers from Mexico, Teleperformance in Mexico maintains a strong foothold while providing best-in-class service.

Capitalizing on Teleperformance’s commitment to innovation, Teleperformance in Mexico elevates customer interactions and satisfaction by leveraging advanced technologies such as artificial intelligence and machine learning. The company leads the nearshore market with revenues generated and maintains a substantial lead, solidifying its presence in the Mexican market. The people-centric arm of the company has over 21,000 employees, 14 contact centers, and a strong commitment to delivering value-added customer services through unique interactions. The company has expanded its operations from its first business offices in Monterrey to Guadalajara, Mexico City, Chihuahua, Puebla, Pachuca, and Durango, establishing itself as a significant participant in the LATAM CX outsourcing services market.
Sebastian Menutti, Industry Principal at Frost & Sullivan, observed, “Based on proprietary and third-party digital solutions, Teleperformance’s Cloud Campus platform connects remote employees regardless of location, aligning well with work-from-home modalities and overcoming geographical barriers. Furthermore, in Mexico, Teleperformance has recently integrated MXtended into its Cloud Campus solution. This integration aims to provide formal job opportunities to residents of over 170 communities in the country, particularly targeting areas with elevated unemployment rates”.
Teleperformance’s operations in Mexico align with the Teleperformance Group’s vision by creating opportunities and value for employees, clients, consumers, communities, and shareholders, with the stated purpose of delivering an outstanding CX every time. The company connects deep-seated domain and operational knowledge with advanced technology, leveraging Teleperformance’s Cloud Campus platform and Cloud Campus Hubs to enhance its CX performance. The platform globally supports about 40% of Teleperformance’s workforce working from home, serving more than 170 countries in over 300 languages and dialects. With a legacy of market leadership, Teleperformance in Mexico offers a compelling value proposition that underpins its sustained success.
“Teleperformance in Mexico addresses unmet market needs with a strong leadership focus that incorporates customer-centric strategies and exemplifies best practice implementation. Its high-tech, high-touch approach unifies the company’s best practices powered by analytics, automation, and platform expertise,” added Samantha Fisher, Best Practices Research Analyst at Frost & Sullivan.
Each year, Frost & Sullivan presents a Company of the Year Award to the organization that demonstrates excellence, in terms of growth strategy and implementation in its field. The award recognizes a high degree of innovation with products and technologies and the resulting leadership, in terms of customer value and market penetration.
Frost & Sullivan Best Practices Awards recognize companies in various regional and global markets for demonstrating outstanding achievement and superior performance in leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analyses, and extensive secondary research to identify best practices in the industry.
About Frost & SullivanFor six decades, Frost & Sullivan has been world-renowned for its role in helping investors, corporate leaders, and governments navigate economic changes and identify disruptive technologies, Mega Trends, new business models, and companies to action, resulting in a continuous flow of growth opportunities to drive future success. Contact us: Start the discussion.
Contact:Ashley WeinkaufP: 210-844-2505E:[email protected]
Logo – https://mma.prnewswire.com/media/2404611/Teleperformance_Award_Logo.jpg

View original content:https://www.prnewswire.co.uk/news-releases/teleperformance-applauded-by-frost–sullivan-for-delivering-competitive-customer-service-and-experiences-and-for-its-market-leading-position-302136134.html

A Milestone for Scalable, ISA Secure and IEC 62443-4-2 compliant Industrial SCADA Deployments for System Integrators and End Users
AMARO, Italy, May 6, 2024 /PRNewswire/ — Eurotech, a pioneer in integrated IT/OT cybersecurity solutions, proudly announces its new ReliaCOR 40-13, the first Ignition Ready Industrial PC (IPC) designed to meet the growing demands for edge workload consolidation and stringent cybersecurity requirements.  This advanced IPC, featuring a pre-installed Ignition by Inductive Automation, is engineered to simplify deployment and streamline the management of scalable modern SCADA industrial solutions.

“Cybersecurity must be an integral part of any modern solution whether it is hardware or software. The ReliaCOR 40-13 IPC conforms to the ISA Secure and IEC 62443-4-1/4-2 standard and coupled with Ignition by Inductive Automation software providing a robust and cybersecure OT foundation for industrial applications” said Travis Cox, Chief Technology Evangelist at Inductive Automation.
David Bader, Head of Business Development North America at Eurotech, emphasized the significance of this partnership: “Our collaboration with Inductive Automation accelerates the adoption of their highly regarded SCADA software within a cybersecurity framework. This integration is essential as many organizations continue to face challenges in meeting cybersecurity norms.”
The ReliaCOR 40-13 is secure by design and certified, boasting certifications from ISA Secure / IEC 62443-4-1/-4-2 providing peace of mind for cybersecurity to System Integrators and End Users concerned with data protection and regulatory compliance.
Equipped with 13th generation Intel Core processors, this fanless, compact IPC supports a vast array of IO interfaces and expansion modules, making it perfectly suited for demanding industrial SCADA applications.
Enhancing these powerful hardware capabilities, Eurotech now introduces its Zero-Touch Provisioning (ZTP) and Cybersecurity Wizard which deliver a smartphone-like experience for Ignition deployments. These unique features work in conjunction with Everyware Cloud (EC), Eurotech’s advanced device management, simplifying the traditionally complex processes associated with secure cloud setup, connection and deployment at scale, reducing them to just a few minutes for an entire fleet of devices.
Eurotech continues to set industry benchmarks in the integration of advanced cybersecurity features with powerful hardware capabilities, facilitating secure, scalable, and efficient industrial applications across various sectors.
The ReliaCOR 40-13 will be available for early access in May 2024, and ready for mass production later this year.
About Eurotech
Eurotech (ETH.IM) is a multinational company that designs, develops, and supplies Edge Computers and Internet of Things (IoT) solutions – complete with services, software, and hardware – to system integrators and enterprises. By adopting Eurotech solutions, customers have access to IoT building blocks and software platforms, to Edge Gateways to enable asset monitoring, and to High-Performance Edge Computers (HPEC) created for Artificial Intelligence (AI) applications. To offer increasingly comprehensive solutions,
Eurotech has partnered with leading companies in their field of action, with the view of creating “best in class” solutions for the Industrial Internet of Things.
Learn more
Corporate Communication Federica Maion+39 0433 [email protected]
Infographic – https://mma.prnewswire.com/media/2404431/Eurotech_Infographic.jpgLogo – https://mma.prnewswire.com/media/1897403/Eurotech_Logo.jpg
 

View original content:https://www.prnewswire.co.uk/news-releases/eurotech-launches-the-first-cybersecure-ignition-ready-ipc-302135808.html