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TABLE OF CONTENTS

1 INTRODUCTION 13
1.1 OBJECTIVES OF THE STUDY 13
1.2 REPORT DESCRIPTION 13
1.3 MARKETS COVERED 14
1.4 STAKEHOLDERS 15

2 RESEARCH METHODOLOGY 16
2.1 MARKET SIZE ESTIMATION 17
2.2 MARKET CRACKDOWN & DATA TRIANGULATION 20
2.3 MARKET SHARE ESTIMATION 20
2.3.1 KEY DATA POINTS TAKEN FROM SECONDARY SOURCES 20
2.3.2 KEY DATA POINTS FROM PRIMARY SOURCES 21
2.3.2.1 Key Industry Insights 21
2.3.3 ASSUMPTIONS 22

3 EXECUTIVE SUMMARY 23

4 PREMIUM INSIGHTS 25
4.1 ATTRACTIVE MARKET OPPORTUNITY 25
4.2 LIFE CYCLE ANALYSIS BY GEOGRAPHY 26
4.2.1 BEST MARKET TO INVEST 27
4.3 PRODUCT GROWTH MATRIX 28
4.4 REGION WISE ADOPTION 29

5 MARKET OVERVIEW 30
5.1 MARKET DEFINITION 31
5.2 MARKET EVOLUTION 31
5.3 MARKET SEGMENTATION 32
5.3.1 CLOUD-BASED CONTACT CENTER MARKET BY SOLUTION 32
5.3.2 CLOUD-BASED CONTACT CENTER MARKET BY SERVICE 33
5.3.3 CLOUD-BASED CONTACT CENTER MARKET BY DEPLOYMENT MODEL 33
5.3.4 CLOUD-BASED CONTACT CENTER MARKET BY APPLICATION 34
5.3.5 CLOUD-BASED CONTACT CENTER MARKET BY VERTICAL 34
5.3.6 CLOUD-BASED CONTACT CENTER MARKET BY REGION 35
5.4 MARKET DYNAMICS 35
5.4.1 DRIVERS 36
5.4.1.1 Faster deployment, increased scalability and business agility 36
5.4.1.2 Flexible systems 36
5.4.1.3 Improved agent productivity 37
5.4.2 RESTRAINTS 37
5.4.2.1 Risk of information loss 37
5.4.2.2 Less control after outsourcing 37
5.4.3 OPPORTUNITIES 37
5.4.3.1 Increased productivity efficiency 37
5.4.3.2 Reduce upfront and operating costs 37
5.4.3.3 Enhanced customer experience 37
5.4.4 CHALLENGES 38
5.4.4.1 Stringent and time-consuming regulatory policies 38
5.4.4.2 Lack of security 38

6 INDUSTRY TRENDS 39
6.1 VALUE CHAIN ANALYSIS 39
6.2 PORTER’S FIVE FORCES ANALYSIS 40
6.2.1 THREAT FROM NEW ENTRANTS 40
6.2.2 THREAT FROM SUBSTITUTES 40
6.2.3 BARGAINING POWER OF SUPPLIERS 41
6.2.4 BARGAINING POWER OF BUYERS 41
6.2.5 INTENSITY OF COMPETITIVE RIVALRY 41
6.3 STRATEGIC BENCHMARKING 42

7 CLOUD-BASED CONTACT CENTER MARKET BY TYPE 43
7.1 INTRODUCTION 44
7.2 CLOUD-BASED CONTACT CENTER: MARKET SIZE & FORECAST BY SOLUTION 45
7.2.1 AUTOMATIC CALL DISTRIBUTION 47
7.2.2 AGENT PERFORMANCE OPTIMIZATION 48
7.2.3 DIALERS 49
7.2.4 INTERACTIVE VOICE RESPONSE 50
7.2.5 COMPUTER TELEPHONY INTEGRATION SOFTWARE 51
7.2.6 ANALYTICS & REPORTING 52
7.2.7 MOBILE CARE SOLUTION 53
7.3 CLOUD-BASED CONTACT CENTER: MARKET SIZE & FORECAST BY SERVICE 54
7.3.1 TRAINING, CONSULTING, & SYSTEM INTEGRATION 56
7.3.2 SUPPORT & MAINTENANCE 57

8 CLOUD-BASED CONTACT CENTER MARKET BY DEPLOYMENT MODEL 59
8.1 INTRODUCTION 60
8.2 PUBLIC CLOUD 61
8.3 HYBRID CLOUD 62
8.4 PRIVATE CLOUD 63

9 CLOUD-BASED CONTACT CENTER MARKET BY APPLICATION 64
9.1 INTRODUCTION 65
9.2 CALL ROUTING & QUEUING 67
9.3 DATA INTEGRATION & RECORDING 67
9.4 CHAT QUALITY MONITORING 68
9.5 REAL-TIME DECISION MAKING 69
9.6 WORK FORCE OPTIMIZATION 69

10 CLOUD-BASED CONTACT CENTER MARKET BY VERTICAL 71
10.1 INTRODUCTION 72
10.2 BFSI 73
10.3 CONSUMER GOODS & RETAIL 74
10.4 GOVERNMENT 75
10.5 HEALTHCARE 76
10.6 MEDIA & ENTERTAINMENT 77
10.7 TRAVEL & HOSPITALITY 78
10.8 TELECOMMUNICATION & IT 79
10.9 TRANSPORTATION & LOGISTICS 80
10.10 OTHERS 81

11 CLOUD-BASED CONTACT CENTER MARKET BY REGION 83
11.1 INTRODUCTION 84
11.2 NORTH AMERICA 85
11.3 EUROPE 86
11.4 ASIA -PACIFIC 88
11.5 MIDDLE EAST AND AFRICA 89
11.6 LATIN AMERICA 91

12 END-USER ANALYSIS 93
12.1 HIGH ADOPTION BY LARGE ENTERPRISES 93
12.2 DEMAND FOR CLOUD-BASED CONTACT CENTER ACROSS VERTICALS 93
12.2.1 BFSI 93
12.2.2 TELECOMMUNICATION AND IT 93
12.3 CONTACT CENTER DATA TRAFFIC 93

13 COMPETITIVE LANDSCAPE 94
13.1 OVERVIEW 94
13.2 MERGERS & ACQUISITIONS (M&A) 95
13.3 VENTURE FUNDING 96

14 COMPANY PROFILES 98
14.1 INTRODUCTION 98
14.2 3CLOGIC 99
14.3 8X8 INC. 101
14.4 ASPECT 103
14.5 CISCO 105
14.6 CONNECT FIRST 107
14.7 FIVE9 109
14.8 GENESYS TELECOMMUNICATIONS LABORATORIES INC. 111
14.9 INCONTACT, INC. 114
14.10 INTERACTIVE INTELLIGENCE GROUP, INC. 116
14.11 ORACLE CORP. 119

15 APPENDIX 122
15.1 DISCUSSION GUIDE 122
15.2 INTRODUCING RT: REAL-TIME MARKET INTELLIGENCE 126
15.3 AVAILABLE CUSTOMIZATIONS 128
15.4 RELATED REPORTS 128