Cloud-based Contact Center Market Trends

Statistics for the 2023 & 2024 Cloud-based Contact Center market trends, created by Mordor Intelligence™ Industry Reports. Cloud-based Contact Center trend report includes a market forecast to 2029 and historical overview. Get a sample of this industry trends analysis as a free report PDF download.

Market Trends of Cloud-based Contact Center Industry

IT and Telecom End User Industry is Expected to Hold Significant Market Share

  • The cloud-based contact center market was experiencing significant growth and adoption in the IT and Telecom industries. Cloud-based contact centers offer several advantages over traditional on-premise solutions, making them increasingly attractive to IT and telecom businesses.
  • Cloud-based contact centers provide flexibility in terms of scaling up or down based on demand. IT and Telecom companies, which often experience fluctuations in customer inquiries and support requirements, find this scalability beneficial in optimizing their resources.
  • Moving to the cloud allows companies to avoid upfront infrastructure costs and only pay for the resources they actually use. This cost-effective model particularly appeals to IT and Telecom companies aiming to improve their operational efficiency and reduce expenses.
  • Public cloud platforms offer a rapid deployment process. IT and Telecom companies can quickly set up and configure cloud-based contact centers without the need for extensive hardware investments or complex infrastructure setups. These platforms provide seamless scalability, allowing businesses to adjust their contact center resource-based demand and business expansion.
  • The increasing usage and adoption of public cloud platforms have significantly driven the growing demand for cloud-based solutions in the cloud-based contact center market. According to Flexera Software, in 2023, 47 percent of respondents are already running significant workloads on Amazon Web Services (AWS).
  • As organizations prioritize agility, scalability, and cost-efficiency in their customer service operations, the demand for cloud-based contact center solutions is expected to increase. The cloud-based contact center market will likely witness significant growth as businesses recognize the advantages offered by cloud technology in delivering exceptional customer experiences.
Cloud-based Contact Center Market: Public Cloud Platform Usage and Adoption, by Service Provider, in Percentage (%), Global, 2023

Asia Pacific is Expected to be the Fastest Growing Market

  • The Asia Pacific region is experiencing significant cloud-based contact center market growth. The Asia Pacific region is witnessing a rapid digital transformation across industries. Businesses increasingly adopt cloud-based services to enhance customer service capabilities and stay competitive in the digital era. This digital transformation drive is fueling the demand for cloud-based contact center services.
  • The Asia Pacific region has a large and rapidly growing population of Internet users, coupled with increasing smartphone penetration. This widespread Internet and mobile connectivity provides fertile ground for cloud-based contact centers to thrive. It enables businesses to reach a larger customer base and provide seamless customer support across multiple digital channels.
  • Customer expectations in the Asia Pacific region are evolving rapidly. Consumers now expect personalized and consistent customer experiences across various communication channels. With advanced features such as omnichannel communication, analytics, and artificial intelligence (AI)-driven automation, cloud-based contact center services enable businesses to meet these evolving customer demands.
  • The Asia Pacific region has a vibrant small- and medium-sized enterprise (SME) sector, and many SMEs are recognizing the benefits of cloud-based contact center services. These services offer SMEs cost-effective and scalable options to establish customer support operations, enhance customer engagement, and compete with larger enterprises. The cloud-based model eliminates the need for upfront investments in hardware and software, making it more accessible for SMEs.
  • Several countries in the region have been actively promoting digital adoption through supportive government policies and initiatives. These initiatives create a conducive environment for businesses to invest in cloud-based contact center solutions and other digital technology.
Cloud-based Contact Center Market - Growth Rate by Region

Cloud Contact Center Market Size & Share Analysis - Growth Trends & Forecasts (2024 - 2029)