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COVID-19 Impact on Global Cloud-Based Contact Centers Market Size, Status and Forecast 2020-2026

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1 Report Overview

  • 1.1 Study Scope
  • 1.2 Key Market Segments
  • 1.3 Players Covered: Ranking by Cloud-Based Contact Centers Revenue
  • 1.4 Market Analysis by Type
    • 1.4.1 Global Cloud-Based Contact Centers Market Size Growth Rate by Type: 2020 VS 2026
    • 1.4.2 Automatic Call Distribution (ACD)
    • 1.4.3 Agent Performance Optimization (APO)
    • 1.4.4 Dialers
    • 1.4.5 Interactive Voice Response (IVR)
    • 1.4.6 Computer Telephony Integration (CTI)
    • 1.4.7 Other
  • 1.5 Market by Application
    • 1.5.1 Global Cloud-Based Contact Centers Market Share by Application: 2020 VS 2026
    • 1.5.2 BFSI
    • 1.5.3 IT and Telecom
    • 1.5.4 Retail
    • 1.5.5 Government and Public Sector
    • 1.5.6 Healthcare and Life Sciences
    • 1.5.7 Manufacturing
    • 1.5.8 Other
  • 1.6 Coronavirus Disease 2019 (Covid-19): Cloud-Based Contact Centers Industry Impact
    • 1.6.1 How the Covid-19 is Affecting the Cloud-Based Contact Centers Industry
      • 1.6.1.1 Cloud-Based Contact Centers Business Impact Assessment - Covid-19
      • 1.6.1.2 Supply Chain Challenges
      • 1.6.1.3 COVID-19’s Impact On Crude Oil and Refined Products
    • 1.6.2 Market Trends and Cloud-Based Contact Centers Potential Opportunities in the COVID-19 Landscape
    • 1.6.3 Measures / Proposal against Covid-19
      • 1.6.3.1 Government Measures to Combat Covid-19 Impact
      • 1.6.3.2 Proposal for Cloud-Based Contact Centers Players to Combat Covid-19 Impact
  • 1.7 Study Objectives
  • 1.8 Years Considered

2 Global Growth Trends by Regions

  • 2.1 Cloud-Based Contact Centers Market Perspective (2015-2026)
  • 2.2 Cloud-Based Contact Centers Growth Trends by Regions
    • 2.2.1 Cloud-Based Contact Centers Market Size by Regions: 2015 VS 2020 VS 2026
    • 2.2.2 Cloud-Based Contact Centers Historic Market Share by Regions (2015-2020)
    • 2.2.3 Cloud-Based Contact Centers Forecasted Market Size by Regions (2021-2026)
  • 2.3 Industry Trends and Growth Strategy
    • 2.3.1 Market Top Trends
    • 2.3.2 Market Drivers
    • 2.3.3 Market Challenges
    • 2.3.4 Porter’s Five Forces Analysis
    • 2.3.5 Cloud-Based Contact Centers Market Growth Strategy
    • 2.3.6 Primary Interviews with Key Cloud-Based Contact Centers Players (Opinion Leaders)

3 Competition Landscape by Key Players

  • 3.1 Global Top Cloud-Based Contact Centers Players by Market Size
    • 3.1.1 Global Top Cloud-Based Contact Centers Players by Revenue (2015-2020)
    • 3.1.2 Global Cloud-Based Contact Centers Revenue Market Share by Players (2015-2020)
    • 3.1.3 Global Cloud-Based Contact Centers Market Share by Company Type (Tier 1, Tier 2 and Tier 3)
  • 3.2 Global Cloud-Based Contact Centers Market Concentration Ratio
    • 3.2.1 Global Cloud-Based Contact Centers Market Concentration Ratio (CR5 and HHI)
    • 3.2.2 Global Top 10 and Top 5 Companies by Cloud-Based Contact Centers Revenue in 2019
  • 3.3 Cloud-Based Contact Centers Key Players Head office and Area Served
  • 3.4 Key Players Cloud-Based Contact Centers Product Solution and Service
  • 3.5 Date of Enter into Cloud-Based Contact Centers Market
  • 3.6 Mergers & Acquisitions, Expansion Plans

4 Breakdown Data by Type (2015-2026)

  • 4.1 Global Cloud-Based Contact Centers Historic Market Size by Type (2015-2020)
  • 4.2 Global Cloud-Based Contact Centers Forecasted Market Size by Type (2021-2026)

5 Cloud-Based Contact Centers Breakdown Data by Application (2015-2026)

  • 5.1 Global Cloud-Based Contact Centers Market Size by Application (2015-2020)
  • 5.2 Global Cloud-Based Contact Centers Forecasted Market Size by Application (2021-2026)

6 North America

  • 6.1 North America Cloud-Based Contact Centers Market Size (2015-2020)
  • 6.2 Cloud-Based Contact Centers Key Players in North America (2019-2020)
  • 6.3 North America Cloud-Based Contact Centers Market Size by Type (2015-2020)
  • 6.4 North America Cloud-Based Contact Centers Market Size by Application (2015-2020)

7 Europe

  • 7.1 Europe Cloud-Based Contact Centers Market Size (2015-2020)
  • 7.2 Cloud-Based Contact Centers Key Players in Europe (2019-2020)
  • 7.3 Europe Cloud-Based Contact Centers Market Size by Type (2015-2020)
  • 7.4 Europe Cloud-Based Contact Centers Market Size by Application (2015-2020)

8 China

  • 8.1 China Cloud-Based Contact Centers Market Size (2015-2020)
  • 8.2 Cloud-Based Contact Centers Key Players in China (2019-2020)
  • 8.3 China Cloud-Based Contact Centers Market Size by Type (2015-2020)
  • 8.4 China Cloud-Based Contact Centers Market Size by Application (2015-2020)

9 Japan

  • 9.1 Japan Cloud-Based Contact Centers Market Size (2015-2020)
  • 9.2 Cloud-Based Contact Centers Key Players in Japan (2019-2020)
  • 9.3 Japan Cloud-Based Contact Centers Market Size by Type (2015-2020)
  • 9.4 Japan Cloud-Based Contact Centers Market Size by Application (2015-2020)

10 Southeast Asia

  • 10.1 Southeast Asia Cloud-Based Contact Centers Market Size (2015-2020)
  • 10.2 Cloud-Based Contact Centers Key Players in Southeast Asia (2019-2020)
  • 10.3 Southeast Asia Cloud-Based Contact Centers Market Size by Type (2015-2020)
  • 10.4 Southeast Asia Cloud-Based Contact Centers Market Size by Application (2015-2020)

11 India

  • 11.1 India Cloud-Based Contact Centers Market Size (2015-2020)
  • 11.2 Cloud-Based Contact Centers Key Players in India (2019-2020)
  • 11.3 India Cloud-Based Contact Centers Market Size by Type (2015-2020)
  • 11.4 India Cloud-Based Contact Centers Market Size by Application (2015-2020)

12 Central & South America

  • 12.1 Central & South America Cloud-Based Contact Centers Market Size (2015-2020)
  • 12.2 Cloud-Based Contact Centers Key Players in Central & South America (2019-2020)
  • 12.3 Central & South America Cloud-Based Contact Centers Market Size by Type (2015-2020)
  • 12.4 Central & South America Cloud-Based Contact Centers Market Size by Application (2015-2020)

13 Key Players Profiles

  • 13.1 8x8, Inc
    • 13.1.1 8x8, Inc Company Details
    • 13.1.2 8x8, Inc Business Overview and Its Total Revenue
    • 13.1.3 8x8, Inc Cloud-Based Contact Centers Introduction
    • 13.1.4 8x8, Inc Revenue in Cloud-Based Contact Centers Business (2015-2020))
    • 13.1.5 8x8, Inc Recent Development
  • 13.2 Five9, Inc
    • 13.2.1 Five9, Inc Company Details
    • 13.2.2 Five9, Inc Business Overview and Its Total Revenue
    • 13.2.3 Five9, Inc Cloud-Based Contact Centers Introduction
    • 13.2.4 Five9, Inc Revenue in Cloud-Based Contact Centers Business (2015-2020)
    • 13.2.5 Five9, Inc Recent Development
  • 13.3 Cisco Systems
    • 13.3.1 Cisco Systems Company Details
    • 13.3.2 Cisco Systems Business Overview and Its Total Revenue
    • 13.3.3 Cisco Systems Cloud-Based Contact Centers Introduction
    • 13.3.4 Cisco Systems Revenue in Cloud-Based Contact Centers Business (2015-2020)
    • 13.3.5 Cisco Systems Recent Development
  • 13.4 Genesys Telecommunications Laboratories
    • 13.4.1 Genesys Telecommunications Laboratories Company Details
    • 13.4.2 Genesys Telecommunications Laboratories Business Overview and Its Total Revenue
    • 13.4.3 Genesys Telecommunications Laboratories Cloud-Based Contact Centers Introduction
    • 13.4.4 Genesys Telecommunications Laboratories Revenue in Cloud-Based Contact Centers Business (2015-2020)
    • 13.4.5 Genesys Telecommunications Laboratories Recent Development
  • 13.5 Oracle
    • 13.5.1 Oracle Company Details
    • 13.5.2 Oracle Business Overview and Its Total Revenue
    • 13.5.3 Oracle Cloud-Based Contact Centers Introduction
    • 13.5.4 Oracle Revenue in Cloud-Based Contact Centers Business (2015-2020)
    • 13.5.5 Oracle Recent Development
  • 13.6 Nice-Systems
    • 13.6.1 Nice-Systems Company Details
    • 13.6.2 Nice-Systems Business Overview and Its Total Revenue
    • 13.6.3 Nice-Systems Cloud-Based Contact Centers Introduction
    • 13.6.4 Nice-Systems Revenue in Cloud-Based Contact Centers Business (2015-2020)
    • 13.6.5 Nice-Systems Recent Development
  • 13.7 Newvoicemedia
    • 13.7.1 Newvoicemedia Company Details
    • 13.7.2 Newvoicemedia Business Overview and Its Total Revenue
    • 13.7.3 Newvoicemedia Cloud-Based Contact Centers Introduction
    • 13.7.4 Newvoicemedia Revenue in Cloud-Based Contact Centers Business (2015-2020)
    • 13.7.5 Newvoicemedia Recent Development
  • 13.8 3clogic
    • 13.8.1 3clogic Company Details
    • 13.8.2 3clogic Business Overview and Its Total Revenue
    • 13.8.3 3clogic Cloud-Based Contact Centers Introduction
    • 13.8.4 3clogic Revenue in Cloud-Based Contact Centers Business (2015-2020)
    • 13.8.5 3clogic Recent Development
  • 13.9 Connect First
    • 13.9.1 Connect First Company Details
    • 13.9.2 Connect First Business Overview and Its Total Revenue
    • 13.9.3 Connect First Cloud-Based Contact Centers Introduction
    • 13.9.4 Connect First Revenue in Cloud-Based Contact Centers Business (2015-2020)
    • 13.9.5 Connect First Recent Development
  • 13.10 Aspect Software
    • 13.10.1 Aspect Software Company Details
    • 13.10.2 Aspect Software Business Overview and Its Total Revenue
    • 13.10.3 Aspect Software Cloud-Based Contact Centers Introduction
    • 13.10.4 Aspect Software Revenue in Cloud-Based Contact Centers Business (2015-2020)
    • 13.10.5 Aspect Software Recent Development
  • 13.11 Incontact
    • 10.11.1 Incontact Company Details
    • 10.11.2 Incontact Business Overview and Its Total Revenue
    • 10.11.3 Incontact Cloud-Based Contact Centers Introduction
    • 10.11.4 Incontact Revenue in Cloud-Based Contact Centers Business (2015-2020)
    • 10.11.5 Incontact Recent Development
  • 13.12 Interactive Intelligence Group
    • 10.12.1 Interactive Intelligence Group Company Details
    • 10.12.2 Interactive Intelligence Group Business Overview and Its Total Revenue
    • 10.12.3 Interactive Intelligence Group Cloud-Based Contact Centers Introduction
    • 10.12.4 Interactive Intelligence Group Revenue in Cloud-Based Contact Centers Business (2015-2020)
    • 10.12.5 Interactive Intelligence Group Recent Development
  • 13.13 Broadsoft
    • 10.13.1 Broadsoft Company Details
    • 10.13.2 Broadsoft Business Overview and Its Total Revenue
    • 10.13.3 Broadsoft Cloud-Based Contact Centers Introduction
    • 10.13.4 Broadsoft Revenue in Cloud-Based Contact Centers Business (2015-2020)
    • 10.13.5 Broadsoft Recent Development
  • 13.14 West Corporation
    • 10.14.1 West Corporation Company Details
    • 10.14.2 West Corporation Business Overview and Its Total Revenue
    • 10.14.3 West Corporation Cloud-Based Contact Centers Introduction
    • 10.14.4 West Corporation Revenue in Cloud-Based Contact Centers Business (2015-2020)
    • 10.14.5 West Corporation Recent Development
  • 13.15 Liveops Cloud
    • 10.15.1 Liveops Cloud Company Details
    • 10.15.2 Liveops Cloud Business Overview and Its Total Revenue
    • 10.15.3 Liveops Cloud Cloud-Based Contact Centers Introduction
    • 10.15.4 Liveops Cloud Revenue in Cloud-Based Contact Centers Business (2015-2020)
    • 10.15.5 Liveops Cloud Recent Development
  • 13.16 Evolve IP
    • 10.16.1 Evolve IP Company Details
    • 10.16.2 Evolve IP Business Overview and Its Total Revenue
    • 10.16.3 Evolve IP Cloud-Based Contact Centers Introduction
    • 10.16.4 Evolve IP Revenue in Cloud-Based Contact Centers Business (2015-2020)
    • 10.16.5 Evolve IP Recent Development
  • 13.17 Mitel Networks
    • 10.17.1 Mitel Networks Company Details
    • 10.17.2 Mitel Networks Business Overview and Its Total Revenue
    • 10.17.3 Mitel Networks Cloud-Based Contact Centers Introduction
    • 10.17.4 Mitel Networks Revenue in Cloud-Based Contact Centers Business (2015-2020)
    • 10.17.5 Mitel Networks Recent Development
  • 13.18 Ozonetel Systems
    • 10.18.1 Ozonetel Systems Company Details
    • 10.18.2 Ozonetel Systems Business Overview and Its Total Revenue
    • 10.18.3 Ozonetel Systems Cloud-Based Contact Centers Introduction
    • 10.18.4 Ozonetel Systems Revenue in Cloud-Based Contact Centers Business (2015-2020)
    • 10.18.5 Ozonetel Systems Recent Development

14 Analyst's Viewpoints/Conclusions

    15 Appendix

    • 15.1 Research Methodology
      • 15.1.1 Methodology/Research Approach
      • 15.1.2 Data Source
    • 15.2 Disclaimer

    This report focuses on the global Cloud-Based Contact Centers status, future forecast, growth opportunity, key market and key players. The study objectives are to present the Cloud-Based Contact Centers development in North America, Europe, China, Japan, Southeast Asia, India and Central & South America.

    The key players covered in this study
    8x8, Inc
    Five9, Inc
    Cisco Systems
    Genesys Telecommunications Laboratories
    Oracle
    Nice-Systems
    Newvoicemedia
    3clogic
    Connect First
    Aspect Software
    Incontact
    Interactive Intelligence Group
    Broadsoft
    West Corporation
    Liveops Cloud
    Evolve IP
    Mitel Networks
    Ozonetel Systems

    Market segment by Type, the product can be split into
    Automatic Call Distribution (ACD)
    Agent Performance Optimization (APO)
    Dialers
    Interactive Voice Response (IVR)
    Computer Telephony Integration (CTI)
    Other
    Market segment by Application, split into
    BFSI
    IT and Telecom
    Retail
    Government and Public Sector
    Healthcare and Life Sciences
    Manufacturing
    Other

    Market segment by Regions/Countries, this report covers
    North America
    Europe
    China
    Japan
    Southeast Asia
    India
    Central & South America

    The study objectives of this report are:
    To analyze global Cloud-Based Contact Centers status, future forecast, growth opportunity, key market and key players.
    To present the Cloud-Based Contact Centers development in North America, Europe, China, Japan, Southeast Asia, India and Central & South America.
    To strategically profile the key players and comprehensively analyze their development plan and strategies.
    To define, describe and forecast the market by type, market and key regions.

    In this study, the years considered to estimate the market size of Cloud-Based Contact Centers are as follows:
    History Year: 2015-2019
    Base Year: 2019
    Estimated Year: 2020
    Forecast Year 2020 to 2026
    For the data information by region, company, type and application, 2019 is considered as the base year. Whenever data information was unavailable for the base year, the prior year has been considered.

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