Market Share of Cloud-based Contact Center Industry
The cloud-based contact center market is highly fragmented, with the presence of major players like Avaya Contact Center (Ayaya Group), RingCentral Inc., Genesys Telecommunications Laboratories Inc., 3CLogic Inc., and Five9 Inc. Moreover, the cloud-based contact center is used in various industries to provide vendors with growth opportunities. Players in the market are adopting strategies such as partnerships, collaborations, and acquisitions to enhance their service offerings and gain sustainable competitive advantage.
In December 2022, Lumen Technologies launched Lumen Solutions for Contact Centre - Genesys Cloud. This launch signifies Lumen's expanded collaboration with Genesys, a prominent player in cloud-based experience orchestration and a leading global supplier of contact center technology. The collaboration between Lumen and Genesys has led to the development of this new offering aimed at providing enhanced contact center solutions to customers.
In August 2022, Kyndryl, one of the largest global providers of IT infrastructure services, announced a global partnership and expanded its relationship with Five9 to collaborate on cloud-based contact center solutions that provide personalized experiences to customers and employees while assisting businesses in navigating the rapidly changing needs and requirements of the digital business landscape.
Cloud-Based Contact Centers Market Leaders
Avaya Contact Center (Ayaya Group)
RingCentral Inc.
Genesys Telecommunications Laboratories Inc.
3CLogic Inc.
Five9 Inc.
*Disclaimer: Major Players sorted in no particular order
