Table of Content

Table of Content
1 Industrial Chain Overview
1.1 Cloud Based Contact Center Industry
1.1.1 Overview
Figure Cloud Based Contact Center Picture List
1.1.2 Characteristics of Cloud Based Contact Center
1.2 Upstream
1.2.1 Major Materials
1.2.2 Manufacturing Overview
1.3 Product List By Type
1.3.1 Professional Services
1.3.2 System Integrator
1.3.3 Managed Services
1.4 End-Use List
1.4.1 Demand in Call Routing and Queuing
1.4.2 Demand in Data Integration and Recording
1.4.3 Demand in Chat Quality Monitoring
1.4.4 Demand in Real-Time Decision Making
1.4.5 Demand in Workforce Optimization
1.5 Global Market Overview
1.5.1 Global Market Size and Forecast, 2017-2027
Figure Global Market Size and Forecast with Growth Rate, 2017-2027
1.5.2 Global Market Size and Forecast by Geography with CAGR, 2017-2027
Table Global Market Size and Forecast by Geography with Growth Rate, 2017-2027
1.5.3 Global Market Size and Forecast by Product Type with CAGR, 2017-2027
Table Global Market Size and Forecast by Type with Growth Rate, 2017-2027
1.5.4 Global Market Size and Forecast by End-Use with CAGR, 2017-2027
Table Global Market Size and Forecast by End-Use with Growth Rate, 2017-2027
2 Global Production & Consumption by Geography
2.1 Global Production & Consumption
2.1.1 Global Production
Figure Global Production Volume Status and Growth Rate, 2017-2021, in Volume
Table Global Production Volume Status and Growth Rate by Geography, 2017-2021, in Volume
Figure Global Production Amount Status and Growth Rate, 2017-2021, in Million USD
Table Global Production Amount Status and Growth Rate by Geography, 2017-2021, in Million USD
2.1.2 Global Consumption
Figure Global Market Volume and Growth Rate, 2017-2021, in Volume
Table Global Market Volume and Growth Rate by Geography, 2017-2021, in Volume
Figure Global Market Amount and Growth Rate, 2017-2021, in Million USD
Table Global Market Amount and Growth Rate by Geography, 2017-2021, in Million USD
2.2 Geographic Production & Consumption
2.2.1 Production
2.2.1.1 Asia-Pacific
Figure Asia-Pacific Production Volume Status and Growth Rate, 2017-2021, in Volume
Table Asia-Pacific Production Volume Status and Growth Rate by Region, 2017-2021, in Volume
Figure Asia-Pacific Production Amount Status and Growth Rate, 2017-2021, in Million USD
Table Asia-Pacific Production Amount Status and Growth Rate by Region, 2017-2021, in Million USD
2.2.1.2 North America
Figure North America Production Volume Status and Growth Rate, 2017-2021, in Volume
Table North America Production Volume Status and Growth Rate by Region, 2017-2021, in Volume
Figure North America Production Amount Status and Growth Rate, 2017-2021, in Million USD
Table North America Production Amount Status and Growth Rate by Region, 2017-2021, in Million USD
2.2.1.3 South America
Figure South America Production Volume Status and Growth Rate, 2017-2021, in Volume
Table South America Production Volume Status and Growth Rate by Region, 2017-2021, in Volume
Figure South America Production Amount Status and Growth Rate, 2017-2021, in Million USD
Table South America Production Amount Status and Growth Rate by Region, 2017-2021, in Million USD
2.2.1.4 Europe
Figure Europe Production Volume Status and Growth Rate, 2017-2021, in Volume
Table Europe Production Volume Status and Growth Rate by Region, 2017-2021, in Volume
Figure Europe Production Amount Status and Growth Rate, 2017-2021, in Million USD
Table Europe Production Amount Status and Growth Rate by Region, 2017-2021, in Million USD
2.2.1.5 Middle East & Africa
Figure Middle East & Africa Production Volume Status and Growth Rate, 2017-2021, in Volume
Table Middle East & Africa Production Volume Status and Growth Rate by Region, 2017-2021, in Volume
Figure Middle East & Africa Production Amount Status and Growth Rate, 2017-2021, in Million USD
Table Middle East & Africa Production Amount Status and Growth Rate by Region, 2017-2021, in Million USD
2.2.2 Consumption
2.2.2.1 Asia-Pacific
Figure Asia-Pacific Market Volume and Growth Rate, 2017-2021, in Volume
Table Asia-Pacific Market Volume and Growth Rate by Region, 2017-2021, in Volume
Figure Asia-Pacific Market Amount and Growth Rate, 2017-2021, in Million USD
Table Asia-Pacific Market Amount and Growth Rate by Region, 2017-2021, in Million USD
2.2.2.2 North America
Figure North America Market Volume and Growth Rate, 2017-2021, in Volume
Table North America Market Volume and Growth Rate by Region, 2017-2021, in Volume
Figure North America Market Amount and Growth Rate, 2017-2021, in Million USD
Table North America Market Amount and Growth Rate by Region, 2017-2021, in Million USD
2.2.2.3 South America
Figure South America Market Volume and Growth Rate, 2017-2021, in Volume
Table South America Market Volume and Growth Rate by Region, 2017-2021, in Volume
Figure South America Market Amount and Growth Rate, 2017-2021, in Million USD
Table South America Market Amount and Growth Rate by Region, 2017-2021, in Million USD
2.2.2.4 Europe
Figure Europe Market Volume and Growth Rate, 2017-2021, in Volume
Table Europe Market Volume and Growth Rate by Region, 2017-2021, in Volume
Figure Europe Market Amount and Growth Rate, 2017-2021, in Million USD
Table Europe Market Amount and Growth Rate by Region, 2017-2021, in Million USD
2.2.2.5 Middle East & Africa
Figure Middle East & Africa Market Volume and Growth Rate, 2017-2021, in Volume
Table Middle East & Africa Market Volume and Growth Rate by Region, 2017-2021, in Volume
Figure Middle East & Africa Market Amount and Growth Rate, 2017-2021, in Million USD
Table Middle East & Africa Market Amount and Growth Rate by Region, 2017-2021, in Million USD
3 Major Manufacturers Introduction
3.1 Manufacturers Overview
Table Major Manufacturers Headquarters and Contact Information
Table Major Manufacturers Capacity List in 2021
3.2 Manufacturers List
3.2.1 Interactive Intelligence Group Inc Overview
Table Interactive Intelligence Group Inc Overview List
3.2.1.1 Product Specifications
3.2.1.2 Business Data (Production Volume (Volume), Production Amount (Million USD), Price, Cost, Margin)
Table Cloud Based Contact Center Business Operation of Interactive Intelligence Group Inc (Production Volume (Volume), Production Amount (Million USD), Price, Cost, Gross Margin)
3.2.1.3 Recent Developments
3.2.1.4 Future Strategic Planning
3.2.2 CiscoSystems Inc Overview
Table CiscoSystems Inc Overview List
3.2.2.1 Product Specifications
3.2.2.2 Business Data (Production Volume (Volume), Production Amount (Million USD), Price, Cost, Margin)
Table Cloud Based Contact Center Business Operation of CiscoSystems Inc (Production Volume (Volume), Production Amount (Million USD), Price, Cost, Gross Margin)
3.2.2.3 Recent Developments
3.2.2.4 Future Strategic Planning
3.2.3 Five Inc Overview
Table Five Inc Overview List
3.2.3.1 Product Specifications
3.2.3.2 Business Data (Production Volume (Volume), Production Amount (Million USD), Price, Cost, Margin)
Table Cloud Based Contact Center Business Operation of Five Inc (Production Volume (Volume), Production Amount (Million USD), Price, Cost, Gross Margin)
3.2.3.3 Recent Developments
3.2.3.4 Future Strategic Planning
3.2.4 Genesys Telecommunications Laboratories Inc Overview
Table Genesys Telecommunications Laboratories Inc Overview List
3.2.4.1 Product Specifications
3.2.4.2 Business Data (Production Volume (Volume), Production Amount (Million USD), Price, Cost, Margin)
Table Cloud Based Contact Center Business Operation of Genesys Telecommunications Laboratories Inc (Production Volume (Volume), Production Amount (Million USD), Price, Cost, Gross Margin)
3.2.4.3 Recent Developments
3.2.4.4 Future Strategic Planning
3.2.5 Oracle Corporation Overview
Table Oracle Corporation Overview List
3.2.5.1 Product Specifications
3.2.5.2 Business Data (Production Volume (Volume), Production Amount (Million USD), Price, Cost, Margin)
Table Cloud Based Contact Center Business Operation of Oracle Corporation (Production Volume (Volume), Production Amount (Million USD), Price, Cost, Gross Margin)
3.2.5.3 Recent Developments
3.2.5.4 Future Strategic Planning
3.2.6 X Inc Overview
Table X Inc Overview List
3.2.6.1 Product Specifications
3.2.6.2 Business Data (Production Volume (Volume), Production Amount (Million USD), Price, Cost, Margin)
Table Cloud Based Contact Center Business Operation of X Inc (Production Volume (Volume), Production Amount (Million USD), Price, Cost, Gross Margin)
3.2.6.3 Recent Developments
3.2.6.4 Future Strategic Planning
3.2.7 Incontact Inc Overview
Table Incontact Inc Overview List
3.2.7.1 Product Specifications
3.2.7.2 Business Data (Production Volume (Volume), Production Amount (Million USD), Price, Cost, Margin)
Table Cloud Based Contact Center Business Operation of Incontact Inc (Production Volume (Volume), Production Amount (Million USD), Price, Cost, Gross Margin)
3.2.7.3 Recent Developments
3.2.7.4 Future Strategic Planning
3.2.8 3clogic Inc Overview
Table 3clogic Inc Overview List
3.2.8.1 Product Specifications
3.2.8.2 Business Data (Production Volume (Volume), Production Amount (Million USD), Price, Cost, Margin)
Table Cloud Based Contact Center Business Operation of 3clogic Inc (Production Volume (Volume), Production Amount (Million USD), Price, Cost, Gross Margin)
3.2.8.3 Recent Developments
3.2.8.4 Future Strategic Planning
3.2.9 ConnectFirst Inc Overview
Table ConnectFirst Inc Overview List
3.2.9.1 Product Specifications
3.2.9.2 Business Data (Production Volume (Volume), Production Amount (Million USD), Price, Cost, Margin)
Table Cloud Based Contact Center Business Operation of ConnectFirst Inc (Production Volume (Volume), Production Amount (Million USD), Price, Cost, Gross Margin)
3.2.9.3 Recent Developments
3.2.9.4 Future Strategic Planning
3.2.10 Aspect Software Overview
Table Aspect Software Overview List
3.2.10.1 Product Specifications
3.2.10.2 Business Data (Production Volume (Volume), Production Amount (Million USD), Price, Cost, Margin)
Table Cloud Based Contact Center Business Operation of Aspect Software (Production Volume (Volume), Production Amount (Million USD), Price, Cost, Gross Margin)
3.2.10.3 Recent Developments
3.2.10.4 Future Strategic Planning
3.2.11 Mitel Networks Corporation Overview
Table Mitel Networks Corporation Overview List
3.2.11.1 Product Specifications
3.2.11.2 Business Data (Production Volume (Volume), Production Amount (Million USD), Price, Cost, Margin)
Table Cloud Based Contact Center Business Operation of Mitel Networks Corporation (Production Volume (Volume), Production Amount (Million USD), Price, Cost, Gross Margin)
3.2.11.3 Recent Developments
3.2.11.4 Future Strategic Planning
3.2.12 Liveops Social Overview
Table Liveops Social Overview List
3.2.12.1 Product Specifications
3.2.12.2 Business Data (Production Volume (Volume), Production Amount (Million USD), Price, Cost, Margin)
Table Cloud Based Contact Center Business Operation of Liveops Social (Production Volume (Volume), Production Amount (Million USD), Price, Cost, Gross Margin)
3.2.12.3 Recent Developments
3.2.12.4 Future Strategic Planning
4 Market Competition Pattern
4.1 Market Size and Sketch
Figure Global Market Size and Growth Rate, 2017-2021, in Volume
Figure Global Market Size and Growth Rate, 2017-2021, in Million USD
Figure Global Competition Sketch Overview
4.2 Company Market Share
4.2.1 Global Production by Major Manufacturers
Table Global Production Volume List by Manufacturers, 2017-2021, in Volume
Table Global Production Volume Share List by Manufacturers, 2017-2021, in Volume
Figure Global Production Volume Share by Manufacturers in 2021, in Volume
Table Global Production Amount List by Manufacturers, 2017-2021, in Million USD
Table Global Production Amount Share List by Manufacturers, 2017-2021, in Million USD
Figure Global Production Amount Share by Manufacturers in 2021, in Million USD
4.2.2 Market Concentration Analysis
4.3 Market News and Trend
4.3.1 Merger & Acquisition
4.3.2 New Product Launch
5 Product Type Segment
5.1 Global Overview by Product Type Segment
Table Global Market Status and Growth Rate by Product Type Segment, 2017-2021, in Million USD
Table Global Market Status and Growth Rate by Product Type Segment 2017-2021, in Volume
5.2 Segment Subdivision by Product Type
5.2.1 Market in Professional Services
5.2.1.1 Market Size
Figure Global Market Amount and Growth Rate in Professional Services, 2017-2021, in USD Million
Figure Global Market Amount and Growth Rate in Professional Services, 2017-2021, in Volume
5.2.1.2 Situation & Development
5.2.2 Market in System Integrator
5.2.2.1 Market Size
Figure Global Market Amount and Growth Rate in System Integrator, 2017-2021, in USD Million
Figure Global Market Amount and Growth Rate in System Integrator, 2017-2021, in Volume
5.2.2.2 Situation & Development
5.2.3 Market in Managed Services
5.2.3.1 Market Size
Figure Global Market Amount and Growth Rate in Managed Services, 2017-2021, in USD Million
Figure Global Market Amount and Growth Rate in Managed Services, 2017-2021, in Volume
5.2.3.2 Situation & Development
6 End-Use Segment
6.1 Global Overview by End-Use Segment
Table Global Market Status and Growth Rate by End-Use Segment, 2017-2021, in Million USD
Table Global Market Status and Growth Rate by End-Use Segment 2017-2021, in Volume
6.2 Segment Subdivision
6.2.1 Market in Call Routing and Queuing
6.2.1.1 Market Size
Figure Global Market Amount and Growth Rate in Call Routing and Queuing, 2017-2021, in USD Million
Figure Global Market Amount and Growth Rate in Call Routing and Queuing, 2017-2021, in Volume
6.2.1.2 Situation & Development
6.2.2 Market in Data Integration and Recording
6.2.2.1 Market Size
Figure Global Market Amount and Growth Rate in Data Integration and Recording, 2017-2021, in USD Million
Figure Global Market Amount and Growth Rate in Data Integration and Recording, 2017-2021, in Volume
6.2.2.2 Situation & Development
6.2.3 Market in Chat Quality Monitoring
6.2.3.1 Market Size
Figure Global Market Amount and Growth Rate in Chat Quality Monitoring, 2017-2021, in USD Million
Figure Global Market Amount and Growth Rate in Chat Quality Monitoring, 2017-2021, in Volume
6.2.3.2 Situation & Development
6.2.4 Market in Real-Time Decision Making
6.2.4.1 Market Size
Figure Global Market Amount and Growth Rate in Real-Time Decision Making, 2017-2021, in USD Million
Figure Global Market Amount and Growth Rate in Real-Time Decision Making, 2017-2021, in Volume
6.2.4.2 Situation & Development
6.2.5 Market in Workforce Optimization
6.2.5.1 Market Size
Figure Global Market Amount and Growth Rate in Workforce Optimization, 2017-2021, in USD Million
Figure Global Market Amount and Growth Rate in Workforce Optimization, 2017-2021, in Volume
6.2.5.2 Situation & Development
7 Market Forecast & Trend
7.1 Regional Forecast
Table Global Market Forecast by Region Segment 2022-2027, in Million USD
Table Global Market Forecast by Region Segment 2022-2027, in Volume
7.2 Consumption Forecast
7.2.1 Product Type Forecast
Table Global Market Amount by Product Type Segment 2022-2027, in Million USD
Table Global Market Volume by Product Type Segment 2022-2027, in Volume
7.2.2 End-Use Forecast
Table Global Market Amount by End-Use Segment 2022-2027, in Million USD
Table Global Market Volume by End-Use Segment 2022-2027, in Volume
7.3 Investment Trend
7.4 Consumption Trend
8 Price & Channel
8.1 Price and Cost
8.1.1 Price
8.1.2 Cost
Figure Cost Component Ratio
8.2 Channel Segment
9 Market Drivers & Investment Environment
9.1 Market Drivers
9.2 Investment Environment
9.3 Impact of Coronavirus on the Cloud Based Contact Center Industry
9.3.1 Impact on Industry Upstream
9.3.2 Impact on Industry Downstream
9.3.3 Impact on Industry Channels
9.3.4 Impact on Industry Competition
9.3.5 Impact on Industry Employment
10 Research Conclusion

List of Figure

List of Table
Table Global Market Size and Forecast by Geography with Growth Rate, 2017-2027
Table Global Market Size and Forecast by Type with Growth Rate, 2017-2027
Table Global Market Size and Forecast by End-Use with Growth Rate, 2017-2027
Table Global Production Volume Status and Growth Rate by Geography, 2017-2021, in Volume
Table Global Production Amount Status and Growth Rate by Geography, 2017-2021, in Million USD
Table Global Market Volume and Growth Rate by Geography, 2017-2021, in Volume
Table Global Market Amount and Growth Rate by Geography, 2017-2021, in Million USD
Table Asia-Pacific Production Volume Status and Growth Rate by Region, 2017-2021, in Volume
Table Asia-Pacific Production Amount Status and Growth Rate by Region, 2017-2021, in Million USD
Table North America Production Volume Status and Growth Rate by Region, 2017-2021, in Volume
Table North America Production Amount Status and Growth Rate by Region, 2017-2021, in Million USD
Table South America Production Volume Status and Growth Rate by Region, 2017-2021, in Volume
Table South America Production Amount Status and Growth Rate by Region, 2017-2021, in Million USD
Table Europe Production Volume Status and Growth Rate by Region, 2017-2021, in Volume
Table Europe Production Amount Status and Growth Rate by Region, 2017-2021, in Million USD
Table Middle East & Africa Production Volume Status and Growth Rate by Region, 2017-2021, in Volume
Table Middle East & Africa Production Amount Status and Growth Rate by Region, 2017-2021, in Million USD
Table Asia-Pacific Market Volume and Growth Rate by Region, 2017-2021, in Volume
Table Asia-Pacific Market Amount and Growth Rate by Region, 2017-2021, in Million USD
Table North America Market Volume and Growth Rate by Region, 2017-2021, in Volume
Table North America Market Amount and Growth Rate by Region, 2017-2021, in Million USD
Table South America Market Volume and Growth Rate by Region, 2017-2021, in Volume
Table South America Market Amount and Growth Rate by Region, 2017-2021, in Million USD
Table Europe Market Volume and Growth Rate by Region, 2017-2021, in Volume
Table Europe Market Amount and Growth Rate by Region, 2017-2021, in Million USD
Table Middle East & Africa Market Volume and Growth Rate by Region, 2017-2021, in Volume
Table Middle East & Africa Market Amount and Growth Rate by Region, 2017-2021, in Million USD
Table Major Manufacturers Headquarters and Contact Information
Table Major Manufacturers Capacity List in 2021
Table Interactive Intelligence Group Inc Overview List
Table Cloud Based Contact Center Business Operation of Interactive Intelligence Group Inc (Production Volume (Volume), Production Amount (Million USD), Price, Cost, Gross Margin)
Table CiscoSystems Inc Overview List
Table Cloud Based Contact Center Business Operation of CiscoSystems Inc (Production Volume (Volume), Production Amount (Million USD), Price, Cost, Gross Margin)
Table Five Inc Overview List
Table Cloud Based Contact Center Business Operation of Five Inc (Production Volume (Volume), Production Amount (Million USD), Price, Cost, Gross Margin)
Table Genesys Telecommunications Laboratories Inc Overview List
Table Cloud Based Contact Center Business Operation of Genesys Telecommunications Laboratories Inc (Production Volume (Volume), Production Amount (Million USD), Price, Cost, Gross Margin)
Table Oracle Corporation Overview List
Table Cloud Based Contact Center Business Operation of Oracle Corporation (Production Volume (Volume), Production Amount (Million USD), Price, Cost, Gross Margin)
Table X Inc Overview List
Table Cloud Based Contact Center Business Operation of X Inc (Production Volume (Volume), Production Amount (Million USD), Price, Cost, Gross Margin)
Table Incontact Inc Overview List
Table Cloud Based Contact Center Business Operation of Incontact Inc (Production Volume (Volume), Production Amount (Million USD), Price, Cost, Gross Margin)
Table 3clogic Inc Overview List
Table Cloud Based Contact Center Business Operation of 3clogic Inc (Production Volume (Volume), Production Amount (Million USD), Price, Cost, Gross Margin)
Table ConnectFirst Inc Overview List
Table Cloud Based Contact Center Business Operation of ConnectFirst Inc (Production Volume (Volume), Production Amount (Million USD), Price, Cost, Gross Margin)
Table Aspect Software Overview List
Table Cloud Based Contact Center Business Operation of Aspect Software (Production Volume (Volume), Production Amount (Million USD), Price, Cost, Gross Margin)
Table Mitel Networks Corporation Overview List
Table Cloud Based Contact Center Business Operation of Mitel Networks Corporation (Production Volume (Volume), Production Amount (Million USD), Price, Cost, Gross Margin)
Table Liveops Social Overview List
Table Cloud Based Contact Center Business Operation of Liveops Social (Production Volume (Volume), Production Amount (Million USD), Price, Cost, Gross Margin)
Table Global Production Volume List by Manufacturers, 2017-2021, in Volume
Table Global Production Volume Share List by Manufacturers, 2017-2021, in Volume
Table Global Production Amount List by Manufacturers, 2017-2021, in Million USD
Table Global Production Amount Share List by Manufacturers, 2017-2021, in Million USD
Table Global Market Status and Growth Rate by Product Type Segment, 2017-2021, in Million USD
Table Global Market Status and Growth Rate by Product Type Segment 2017-2021, in Volume
Table Global Market Status and Growth Rate by End-Use Segment, 2017-2021, in Million USD
Table Global Market Status and Growth Rate by End-Use Segment 2017-2021, in Volume
Table Global Market Forecast by Region Segment 2022-2027, in Million USD
Table Global Market Forecast by Region Segment 2022-2027, in Volume
Table Global Market Amount by Product Type Segment 2022-2027, in Million USD
Table Global Market Volume by Product Type Segment 2022-2027, in Volume
Table Global Market Amount by End-Use Segment 2022-2027, in Million USD
Table Global Market Volume by End-Use Segment 2022-2027, in Volume