Legacy contact centers operate on older technologies that cannot support newer channels, such as social media, mobile app chats, or videos. The cloud-based contact centers can aid companies in achieving these goals. Modern channels can be integrated by using communication application programming interfaces (APIs). Analytics-led insights can then be applied to deliver context-rich and personalized customer experiences. Moreover, as there is no centralized workplace, agents can operate remotely to offer round- the-clock customer care service. Cloud-based call centers are slowly substituting the on-premise call centers. According to the State of Customer Experience 2018, the migration of 39% contact centers in the United Kingdom to cloud with 57% of them chalking out an action plan to move to cloud-based call centers within the next three years, indicates the potential for the overall market. Furthermore, cloud-based infrastructure makes contact centers extremely scalable. They can be rapidly expanded to handle peaks during holiday seasons, which is considered as a crucial stage for a majority of retailers and scale back during other seasons. No additional investments are required toward infrastructure or management costs to manage the peak loads. This allows the companies to manage their budgets, technology usage, and employees, optimally.

1. INTRODUCTION 

2. RESEARCH METHODOLOGY

3. EXECUTIVE SUMMARY 

4. MARKET INSIGHTS 

5. MARKET DYNAMICS 

6. MARKET SEGMENTATION 

7. COMPETITIVE LANDSCAPE – KEY VENDOR PROFILES 

8. INVESTMENT ANALYSIS 

9. FUTURE OF THE MARKET