Increase in demand for cloud based solutions among the small and mid-size businesses is one of the major factor which is driving the growth of this market. But the fear of outsourcing and risk of information lost from the server are the biggest constraints for growth Cloud based contact center market. This report presents interpretative and easy-to-understand facts on how the current Cloud based contact center solution market is segmented based on end-user (Enterprise, Mid-Size and Small business), deployment mode (Public, Private), geographies (North America, Europe, APAC and ROW), industry (Financial Services, IT & Telecommunication, Media & Entertainment, Consumer Goods & Retail, Healthcare, Government and Others) and application (Automatic Call Distribution, Interactive Call Response, Dialers, Agent Performance Optimization, Analytics & Reporting, Computer Telephony Integration, Mobile Care) . It cuts through several facets of the Cloud based contact center market such as market size, market share for each segment, the drivers and constraints of cloud based contact center marketplace. It also sheds light on various regions where cloud based contact center is being rigorously implemented and the mode of delivery that are most sought. Report also provides information on the challenges and opportunities that lie ahead for these solutions.

1. Cloud Based Contact Center Market - Outlook (2017-21)
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3. Table
of Contents
5. Market Segmentation
5.1 . Region
North America
Europe
APAC
South America
RoW
5.2 . Deployment
Public
Private
5.3 . End User
Enterprise
Mid Size
Small Business
5.4 . Industry
Financial Services
IT &Telecommunications
Media & Entertainment
Consumer goods & retail
Healthcare
Government
Others
5.5 . Application
Automatic Call Distribution
Interactive Voice Response
Dialers
Agent Performance Optimization
Analytics & reporting
Computer Telephony Integration Software
Mobile Care
6. List of Tables
7. List of Charts
1. Introduction
1.1. Report Description
1.2. Objective
1.3. Scope of the Research
1.4. Regions Covered
1.5. Key Takeaways
1.6. Key Stakeholders
1.7. Key Terminologies
1.8. List of Abbreviations
2. Executive Summary
2.1. Executive Overview
3. Research and Forecasting
3.1. Research Methodology
3.2. Forecasting Methodology
4. Industry Landscape
4.1. Market Size and Growth
4.2. Competitive Landscape
4.3. Market Share
4.4. Company Classification
4.5. Region Outlook
4.6. Market Metrics
4.7. Porter's Five Forces Model
4.8. Key Drivers Analysis
4.9. Key Constraints Analysis
4.10. Key Opportunities Identified
4.11. Key Challenges Identified
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4. List of Tables
Table 1: Market Estimation and Forecast Methodology, 2016
Table 2: Significance and Importance of the Market Forecast, 2016
Table 3: Market Size and Forecasting, 2017-2021
Table 4: Market Share, 2016
Table 5: Classification By Launch
Table 6: Classification By Company Headquarters
Table 7: Classification By Company Headcount
Table 8: Market Metrics
Table 9: Competitive Landscape, 2016
Table 10: Market Drivers Ranked in Order of Impact, 2017-2021
Table 11: Impact of Top Industry Drivers on Business Functions, 2017-2021
Table 12: Market Constraints Ranked in Order of Impact, 2017-2021
Table 13: Impact of Top Industry Constraints on Business Functions, 2017-2021
Table 14: Market Opportunities Ranked in Order of Impact, 2017-2021
Table 15: Impact of Top Industry Opportunities on Business Functions, 2017-2021
Table 16: Market Challenges Ranked in Order of Impact, 2017-2021
Table 17: Impact of Top Industry Challenges on Business Functions, 2017-2021
Table 18: Market Size & Forecasting of North America, 2017-2021
Table 19: Market Size & Forecasting of Europe, 2017-2021
Table 20: Market Size & Forecasting of APAC, 2017-2021
Table 21: Market Size & Forecasting of South America, 2017-2021
Table 22: Market Size & Forecasting of RoW, 2017-2021
Table 23: Market Size & Forecasting of Public, 2017-2021
Table 24: Market Size & Forecasting of Private, 2017-2021
Table 25: Market Size & Forecasting of Enterprise, 2017-2021
Table 26: Market Size & Forecasting of Mid Size, 2017-2021
Table 27: Market Size & Forecasting of Small Business, 2017-2021
Table 28: Market Size & Forecasting of Financial Services, 2017-2021
Table 29: Market Size & Forecasting of IT &Telecommunications, 2017-2021
Table 30: Market Size & Forecasting of Media & Entertainment, 2017-2021
Table 31: Market Size & Forecasting of Consumer Goods & Retail, 2017-2021
Table 32: Market Size & Forecasting of Healthcare, 2017-2021
Table 33: Market Size & Forecasting of Government, 2017-2021
Table 34: Market Size & Forecasting of Others, 2017-2021
Table 35: Market Size & Forecasting of Automatic Call Distribution, 2017-2021
Table 36: Market Size & Forecasting of Interactive Voice Response, 2017-2021
Table 37: Market Size & Forecasting of Dialers, 2017-2021
Table 38: Market Size & Forecasting of Agent Performance Optimization, 2017-2021
Table 39: Market Size & Forecasting of Analytics & reporting, 2017-2021
Table 40: Market Size & Forecasting of Computer Telephony Integration Software, 2017-2021
Table 41: Market Size & Forecasting of Mobile Care , 2017-2021
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5. List of Charts
Chart 1: Market Size and Forecasting, 2017-2021
Chart 2: Region Outlook, 2016
Chart 3: Market Size & Forecasting of North America, 2017-2021
Chart 4: Market Size & Forecasting of Europe, 2017-2021
Chart 5: Market Size & Forecasting of APAC, 2017-2021
Chart 6: Market Size & Forecasting of South America, 2017-2021
Chart 7: Market Size & Forecasting of RoW, 2017-2021
Chart 8: Market Size & Forecasting of Public, 2017-2021
Chart 9: Market Size & Forecasting of Private, 2017-2021
Chart 10: Market Size & Forecasting of Enterprise, 2017-2021
Chart 11: Market Size & Forecasting of Mid Size, 2017-2021
Chart 12: Market Size & Forecasting of Small Business, 2017-2021
Chart 13: Market Size & Forecasting of Financial Services, 2017-2021
Chart 14: Market Size & Forecasting of IT &Telecommunications, 2017-2021
Chart 15: Market Size & Forecasting of Media & Entertainment, 2017-2021
Chart 16: Market Size & Forecasting of Consumer goods & retail, 2017-2021
Chart 17: Market Size & Forecasting of Healthcare, 2017-2021
Chart 18: Market Size & Forecasting of Government, 2017-2021
Chart 19: Market Size & Forecasting of Others, 2017-2021
Chart 20: Market Size & Forecasting of Automatic Call Distribution, 2017-2021
Chart 21: Market Size & Forecasting of Interactive Voice Response, 2017-2021
Chart 22: Market Size & Forecasting of Dialers, 2017-2021
Chart 23: Market Size & Forecasting of Agent Performance Optimization, 2017-2021
Chart 24: Market Size & Forecasting of Analytics & reporting, 2017-2021
Chart 25: Market Size & Forecasting of Computer Telephony Integration Software, 2017-2021
Chart 26: Market Size & Forecasting of Mobile Care , 2017-2021
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Introduction 01 6

7. 1. Introduction
1.1. Report Description
With the growth of cloud computing, cloud based solutions are letting organisations to expand and
modernize their business at a cheaper cost with better security and reliability. Cloud based contact center is
such a solution, in which the contact center does not own, host, or operate the equipment required for call
center. The equipment is provided by VOIP service provider to organisations over a cloud on a monthly or
annual bases which allows them to pay for only those calls they have used.
Increase in demand for cloud based solutions among the small and mid-size businesses is one of the
major factor which is driving the growth of this market. But the fear of outsourcing and risk of
information lost from the server are the biggest constraints for growth Cloud based contact center
market.
This report presents interpretative and easy-to-understand facts on how the current Cloud based
contact center solution market is segmented based on end-user (Enterprise, Mid-Size and Small
business), deployment mode (Public, Private), geographies (North America, Europe, APAC and ROW),
industry (Financial Services, IT & Telecommunication, Media & Entertainment, Consumer Goods &
Retail, Healthcare, Government and Others) and application (Automatic Call Distribution, Interactive
Call Response, Dialers, Agent Performance Optimization, Analytics & Reporting, Computer Telephony
Integration, Mobile Care) . It cuts through several facets of the Cloud based contact center market such
as market size, market share for each segment, the drivers and constraints of cloud based contact
center marketplace. It also sheds light on various regions where cloud based contact center is being
rigorously implemented and the mode of delivery that are most sought. Report also provides
information on the challenges and opportunities that lie ahead for these solutions.
1.2. Objective
1.To understand the trend in adoption of Cloud Based Contact Center Market and to focus on those factors
that are influencing and affecting the growth of Cloud Based Contact Center Market .
2. To estimate the size of present global Cloud Based Contact Center Market and its forecast.
1.3. Scope of the Research
Scope of research was limited to:
1. Strategic analysis and market focus
2. Competitive landscape analysis
3. Report the latest market and technology trends
4. Strength, Opportunities and Attention (SOA) analysis
1.4. Regions Covered
1.North America(US and Canada and Mexico )
2. Europe(United Kingdom, France, Germany, Italy, Spain)
3. APAC(Australia ,India, Singapore and others)
4. South America(Brazil, Argentina and others)
5. Row (Middle East and Africa, Israel. )
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Executive Summary 02 8

9. 2. Executive Summary
2.1 Executive Overview
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Research and Forecasting 03 10

11. 3.1. Research Methodology
Base Year: 2016
Forecasting Period: 2017 - 2021
3.1.1. Sampling
The leading suppliers of each end-user product categories that were chosen to provide a larger
representative sample.
Purposive unit sampling was adopted for every service segment such as verticals, regions, end-users and
others. This was resorted to, in order to elicit the appropriate inputs with regard to the qualitative growth
aspects of the market.
3.1.2. Secondary Research
The research methodology that was carried out was desk research through various journals, association
reports, and in house database to build a knowledge base on various market service segments, product
categories and industry trends.
Various fact based data was analyzed. Some of the sources included:
a. ResearchFox Knowledge Base:
Previous data on the market has been put through a rigorous and comprehensive analysis to analyze
the current state.
b. Desk Research:
Industry reports, annual reports, press releases, webinars, journals and publication, independent rating
agencies and government statistics.
3.1.3. Primary Research
Primary interviews were conducted among various stakeholders:
Product and service companies
Members of associations and alliances
Subject Matter Experts and Evangelists
Consultants and Strategists
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12. 3.1.4. Industry Information
It was essential to understand the current industry landscape, market dynamics, security ecosystem and
competitor metrics. To estimate the global market, Chief Experience Officers (CXOs), Marketing Heads, Sales
Managers and product stakeholders were interviewed.
3.1.5. Technical Information
In addition to the interviews with leading participants for industry-related information, ResearchFox
conducted interviews with Research and Development (R&D) and Design and Development teams to
understand the current usage of the products by service type and also to find out the emerging trends.
Finally, interviews with suppliers were conducted to cross check the validity of information and also to
understand the emerging trends in the end-user segment.
The detailed methodology for primary research is outlined below.
3.1.6. Primary Interview Questionnaire Design
ResearchFox developed a detailed questionnaire, which was used by the analysts as a guide for their
discussions. This process ensured the collection of all necessary data. The questionnaire was designed to
elicit unbiased industry level data (market size, production, sales, and others), that had check points
(questions such as company level information and their position in the industry acted as check points) to
ensure accuracy of the data. The questionnaire included the following sections:
1. Industry level information
2. Characteristics and Dynamics
3. Company-specific information
4. Market segmentation data
3.1.7. Interview Questionnaire Test and Validation
Following the design of the questionnaire, ResearchFox carried out some initial interviews to verify that the
appropriate market and technology data was generated. After the final design of the questionnaire,
ResearchFox began full scale primary research. Specific companies targeted for primary research interviews
were selected based upon market participation. Higher was the entity's profile, more attractive was the
entity.
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13. 3.1.8. Interview Process
As participants respond in the course of an interview, ResearchFox analysts are trained to move from lower
priority and/ or sensitive topics to increasingly key and/or sensitive topics in response to the interviewee's
behavior. This responsive and reflective interview process, combined with the analysts' ability to discuss the
industry and technical issues in an open and sharing environment, allows ResearchFox to probe for key
data, operations, and competitive information. Multiple contacts within a single organization and with an
individual are often planned and/or staged in order to optimize and complete the information gathering
process.
3.1.9. Research Validation
At a point, when 20 percent of the research interviews and/or data collection had been completed,
ResearchFox consultants evaluated the preliminary findings to assure that up-to-date results are in line with
project objectives. The analyst team analyzed the information from the interviews and information was
validated through a combination of the following validation techniques:
Cross checking with other primary data and previously developed in-house research
Review of secondary information, such as trade journals, annual reports and industry directories
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14. 3.2. Forecasting Methodology
3.2.1. Step-by-Step Methodology for Market Estimation and Forecasting
Market Estimation and Forecast Methodology, 2016
Step Method
1
Understand the market mechanism for the market through structured, systematic and theoretically established
norms of analyzing, designing, introducing and quality assurance of the market estimation
2 Measuring the various market drivers, constraints, opportunities and challenges at regular intervals of time
3 Integrate expert-opinion of discussions in consultation with the ResearchFox Analyst team
4 Market estimation and forecast calculation
5 Delphi method and Causal Analysis used as and when required
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Rigorous quality check with heads of Research Team, Subject Matter Experts and Consultants before final
publication
Source:ResearchFox
Significance and Importance of the Market Forecast, 2016
Sr. No. Significance and Importance
1 Helps revisit on the company's R&D investments
2 Keeps the Sales and Marketing team posted on the market prospects
3 Strategize investment and expansion plans
4 Improve business planning
5 Helps create business aims and set sales figures within the company
6 Aware of the current market competition
7 Support plans for Merger and Acquisition (M&A)
Source: ResearchFox
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15. 4.1. Sample Table
Cloud Based Contact Center Market - Outlook (2017-21) Market Revenue Forecasts
by Regions (2016 - 2021)
Market Revenue Forecasts by Regions (2015 - 2019)
Year USA Europe APJ ROW
2016 X X X X
2017 X X X X
2018 X X X X
2019 X X X X
2020 X X X X
2021 X X X X
CAGR X X X X
Source: ResearchFox
4.2. Sample Chart
Cloud Based Contact Center Market - Outlook (2016-21) Enterprise Verticals Market
Revenue Forecasts
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