MRRS adds "Cloud-Based Contact Center Market by Solution , Service , Application, Deployment Model, Organization size, Industry vertical, and Region – Global Forecast to 2021" latest studies,published in December 2016. It is a professional and in-depth study.

“Faster deployment, scalability of cloud technology, cloud compliance requirement, and need to manage disaster recovery is expected to drive the overall market”
The cloud-based contact center market size is estimated to grow from USD 5.43 billion in 2016 to USD 15.67 billion by 2021, at a Compound Annual Growth Rate (CAGR) of 23.6% due to cloud compliance requirement and the need to manage disaster recovery. However, risk of information and high initial investment is the major restraint in the overall growth of the market.
Dialer is expected to be the most promising solution during the forecast period
The implementation of dialers is expected to grow at the highest CAGR during the forecast period. The dialers allow organizations to manage ‘Do Not Call’ lists, time zones, external table dialing and dynamic filtering, and offers deployment options so they can choose how to address regulations that prohibit auto dialers and predictive dialing. This provides the ease of utilization that the contact centers require leading to an increase in its demand.
Hybrid cloud is expected to be grow at the highest CAGR during the forecast period
The demand for hybrid cloud in the contact center space is expected to increase in the coming five years. The scalability and flexibility of hybrid cloud helps an enterprise to create an automated, integrated, secure, and well-managed computing environment cost-effectively. One of the reasons for the high adoption of hybrid cloud is that it bridges the gap between low-security public cloud and high-security private cloud, thus, giving the user the security of private cloud and low cost of public cloud.

Figure And Tables
TABLE 1 CLOUD-BASED CONTACT CENTER MARKET SIZE AND GROWTH RATE,
2014–2021 (USD MILLION, YOY) 28
TABLE 2 CLOUD-BASED CONTACT CENTER MARKET SIZE, BY SOLUTION,
2014-2021 (USD MILLION) 49
TABLE 3 AUTOMATIC CALL DISTRIBUTION: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION) 50
TABLE 4 AGENT PERFORMANCE OPTIMIZATION: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION) 51
TABLE 5 DIALERS: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION) 52
TABLE 6 INTERACTIVE VOICE RESPONSE: CLOUD-BASED CONTACT CENTER MARKET SIZE, BY REGION, 2014-2021 (USD MILLION) 53
...

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