CHAPTER 1. INTRODUCTION
1.1. Market Definition
1.2. Executive Summary
1.3. The Scope of the Study
CHAPTER 2. RESEARCH METHODOLOGY
2.1. Secondary Research
2.2. Primary Research
2.3. Analytic Tools and Model
2.4. Economic Indicator
2.4.1 Base Year, Base Currency, Forecasting Period
2.5. Expert Validation
2.6. Study Timeline
CHAPTER 3. MARKET ANALYSIS
3.1. Industry Value Chain Analysis
3.2. Porter's Five Force Analysis
3.2.1. Bargaining Power of Buyers
3.2.2. Bargaining Power of Suppliers
3.2.3. Threats of Substitutes
3.2.4. Threats of New Entrants
3.2.5. Degree of Competition
3.3. PESTLE Analysis
3.3.1. Political
3.3.2. Economical
3.3.3. Social
3.3.4. Technological
3.3.5. Legal
3.3.6. Environmental
3.4. SWOT Analysis
3.4.1. Strengths
3.4.2. Weakness
3.4.3. Opportunities
3.4.4. Threats
3.5. Y-O-Y Analysis
CHAPTER 4. MARKET DYNAMICS
4.1. Market Drivers
4.1.1. End users are being charged by using pay per use subscription model
4.1.2. Enhanced business continuity
4.1.3. Rising number of cloud compliance requirements
4.1.4. Increasing demand for the cloud-based contact centre services from SMEs
4.1.5. Quick deployment, improved scalability and flexibility
4.2. Market Restraints & Challenges
4.2.1. The scope of the information breaches
4.2.2. Poor IT infrastructure for cloud-based contact centre
4.2.3. Lack of awareness in emerging economies
4.2.4. Maintenance of integration levels
4.3. Market Opportunities
4.3.1. Enhanced customer experience
4.3.2. Growing number of enterprises are harnessing cloud-based contact centres
CHAPTER 5. GLOBAL CLOUD-BASED CONTACT CENTRE MARKET – BY
SOLUTION
5.1. Automatic Call Distribution
5.2. Agent Performance Optimization
5.3. Interactive Voice Response
5.4. Computer Telephony Integration
5.5. Reporting and Analytics
5.6. Security
5.7. Dialers
5.8. Others
CHAPTER 6. GLOBAL CLOUD-BASED CONTACT CENTRE MARKET – BY
SERVICES
6.1. Professional services
6.2. Managed services
CHAPTER 7. GLOBAL CLOUD-BASED CONTACT CENTRE MARKET – BY
DEPLOYMENT MODEL
7.1. Public cloud
7.2. Private cloud
7.3. Hybrid cloud
CHAPTER 8. GLOBAL CLOUD-BASED CONTACT CENTRE MARKET – BY
ORGANIZATION SIZE
8.1. Large Enterprises
8.2. Small & Medium Enterprises (SMEs)
CHAPTER 9. GLOBAL CLOUD-BASED CONTACT CENTRE MARKET – BY
APPLICATION
9.1. Call Routing and Queuing
9.2. Data Integration and Recording
9.3. Chat Quality and Monitoring
9.4. Real-Time Decision Making
9.5. Workforce Optimization
CHAPTER 10. GLOBAL CLOUD-BASED CONTACT CENTRE MARKET – BY END-
USER
10.1. BFSI
10.2. Consumer Goods and Retail
10.3. Government and Public Sector
10.4. Healthcare and Life Sciences
10.5. Manufacturing
10.6. Media & Entertainment
10.7. IT & Telecommunication
10.8. Others
CHAPTER 11. GLOBAL CLOUD-BASED CONTACT CENTRE MARKET - BY
GEOGRAPHY
11.1. Introduction
11.2. North America
11.2.1. U.S.
11.2.2. Canada
11.2.3. Mexico
11.2.4. Costa Rica
11.3. South America
11.3.1. Brazil
11.3.2. Argentina
11.3.3. Chile
11.3.4. Columbia
11.3.5. Others
11.4. Europe
11.4.1. U.K.
11.4.2. Germany
11.4.3. France
11.4.4. Italy
11.4.5. Spain
11.4.6. Russia
11.4.7. Netherlands
11.4.8. Switzerland
11.4.9. Poland
11.4.10. Others
11.5. APAC
11.5.1. China
11.5.2. Japan
11.5.3. India
11.5.4. South Korea
11.5.5. Australia & New Zealand
11.5.6. Malaysia
11.5.7. Singapore
11.5.8. Others
11.6. Middle East & Africa
11.6.1. UAE
11.6.2. Saudi Arabia
11.6.3. Iran
11.6.4. Iraq
11.6.5. Qatar
11.6.6. South Africa
11.6.7. Algeria
11.6.8. Morocco
11.6.9. Nigeria
11.6.10. Egypt
11.6.11. Others
CHAPTER 12. GLOBAL CLOUD-BASED CONTACT CENTRE MARKET -
COMPANY PROFILES
12.1. Oracle Corporation
12.2. Cisco Systems, Inc.
12.3. Genesys Telecommunications Laboratories, Inc.
12.4. 3CLogic, Inc.
12.5. Interactive Intelligence, Inc.
12.6. Connect First Inc.
12.7. Five9 Inc.
12.8. Aspect Software Parent Inc.
12.9. 8X8, Inc.
12.10. InContact, Inc.
12.11. Mitel Networks Corporation
12.12. Nice Ltd.
12.13. NewVoiceMedia
12.14. Ozonetel Communication Pvt. Ltd
12.15. Evolve IP, LLC.
CHAPTER 13. GLOBAL CLOUD-BASED CONTACT CENTRE MARKET -
COMPETITIVE LANDSCAPE
13.1. Market Share Analysis
13.2. Strategies adopted by top companies
13.3. Mergers, Acquisitions, Collaborations & Agreements
CHAPTER 14. MARKET INSIGHTS
14.1. Industry Experts Insights
14.2. Analysts Opinions
14.3. Investment Opportunities
CHAPTER 15. APPENDIX
15.1. List of Tables
15.2. List of Figures
