The Contact Center Market In The Cloud Will Reach 20.93 Billion Dollars In 2022

According to the new research report “Cloud-Based Contact Center Market Global Forecast to 2022”, published by MarketsandMarkets™, the market for cloud-based contact centers will grow from 6.80 billion dollars in 2017 to 20.93 billion dollars in 2022, and will have a compound annual growth rate of 25.2% during the period analyzed.

A greater need to improve the customer experience and the increase in the number of companies that take advantage of the benefits of call centers have driven the adoption of contact center solutions in the cloud. Customer service centers in the cloud offer cost-effective, flexible, efficient and scalable solutions for small and medium-sized businesses.

Security Will Experience The Highest Annual Growth Rate Until 2022

According to the report, solutions for automatic distribution of calls (ACD), agent performance optimization (APO), telephone dialers, interactive voice response (IVR), computer telephony integration (CTI), generation of reports and statistics, security, problem solving, omnichannel and mobility will be the most highlighted and valued by companies in terms of the decision to establish a call center in the cloud.

However, according to MarketsandMarkets™, the security segment will experience the highest growth rate over the next four years, as it has become one of the main concerns of companies that opt for a cloud-based contact center. Therefore, security systems will improve in terms of the protection of personal information to serve customers effectively.

Good Growth Expectations For Managed Services

Managed or third-party managed services in the cloud-based call center market will also experience a significant annual growth rate until 2022, according to the MarketsandMarkets™ report. These services have focused on improving the quality and experience of the end user, as well as optimizing costs and resources in companies.

It is expected, therefore, that the demand for managed services will gain momentum due to the increase in the implementation of contact center solutions based on the cloud.

SMBs Will Have A High Annual Growth Rate In The Next 4 Years

Depending on the size of the organization, the report has divided the market into large corporations and small and medium-sized businesses (SMBs). MarketsandMarkets™ forecasts that the SMB segment will have a higher annual growth rate than that of large corporations over the next four years.

SMBs have quickly adopted call center cloud-based solutions, since they offer greater scalability and profitability. In addition, more and more providers offer solutions based on the pay-per-use or subscription model aimed at SMBs, with the aim of improving their position in the contact center market in the cloud. This pay-per-use model will have a positive impact on the growth of the cloud-based call center market.

North America Will Dominate The Cloud-Based Contact Center Market Until 2022

Regarding the analysis of the regions, the report estimates that, in 2017, North America had the largest market size due to the presence of several suppliers and the rapid adoption of cloud-based solutions in this region. On the other hand, the Asia Pacific region (APAC) will experience the highest annual growth rate until 2022 due to the increase in the adoption of call center solutions based on the cloud due to its profitability and scalability.