India Cloud Based Contact Center Market is Led by Increasing Adoption of Cloud Computing Environment
Rising
demand from the BFSI Industry is expected to propel the India cloud-based
contact center market.
According to TechSci Research report “India Cloud Based Contact Center Market - By Region,
Competition, Forecast & Opportunities, 2019-2029F”, the
India cloud-based contact center market is expected to register robust growth
during the forecast period, 2025-2029. The India’s cloud based contact
center market is growing owing to the rising demand from BFSI industry which has
led to an increased focus on cloud based contact center to overcome the need
for effective customer experience. To make contact centers more affordable and
convenient for low-income consumers, businesses are increasingly considering
more reliable and effective services such as Cloud Based Contact Centers. Moreover,
the need for cloud-based contact center solutions is increasing due to the reduced
capital expenses and faster deployment of cloud contact center, which is
driving market expansion over the projection period. Moreover, vendors are investing
in product innovations by integrating technologies such as artificial
intelligence (AI), Internet of Things (IoT), machine learning (ML) to cater to
customer needs, aiding customer service, and market requirements. Additionally,
the shifting focus on enterprises on work from home culture and rising
demand form working professionals due to better business continuity is increasing
the development of the cloud-based contact center market of India throughout
the forecast period.
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Pages and an in-depth TOC on the "India Cloud Based Contact Center Market.”
Based on components, the market is segmented into
solutions and service. The solution segment is further categorized into automatic
call distribution, agent performance optimization, interactive voice response,
computer telephony integration, analytics and reporting, dialers, and others. The
service segment is further categorized into professional and managed. Based on
deployment, the market is segmented into public, private, and hybrid. Based on
enterprise size, the market is divided into Small & Medium Enterprise and
Large-Sized Enterprise. Based on end-user, the market is segmented into telecom
& information technology, BFSI, healthcare, retail, government,
manufacturing, and others.
Based on deployment type, the public deployment
segment is expected to maintain its dominance during the forecast period
followed by hybrid cloud deployment. The public deployment models are cost-effective
and require less expenditure during operations therefore, vendors are focusing
on deploying cloud based public deployment.
Based on enterprise size, large enterprises are
likely to maintain maximum market share as most of them are early adopters of
advent technologies. Other significant aspects supporting the segment's growth
are the decrease in capital and operating expenses as well as the huge customer
base. Additionally, the adoption is expected to be supported by the growing
trend of remote work or a remote workforce. Due to flexible and affordable
solution options, small and medium-sized businesses are expected to see substantial
development. To grow their company operations, several small and medium-sized
enterprises have begun to use cloud-based installations. Small and medium-sized
enterprise ambitious objective to develop effectiveness, efficiency, detailing
abilities, and customer service management in the upcoming years would foster
market expansion is enabling the deployment of cloud based contact center in
the forecasting period.
Based on end users, the BFSI segment is expected to
register the fastest growth during the forecast period followed by the telecom
& information technology segment. Banks and other financial organizations
are being pushed by digitalization to streamline their processes and provide
amenities that are comfortable for their clients. To automate, engage, and
empower their consumers, these institutions are turning more and more towards
cloud communications solutions. The banking and finance sector adopts cloud
contact centers because of their potential to improve customer service.
Additionally, the need is being driven by IT-enabled services, which rely on
the teleworking or remote service paradigm. To improve customer interactions,
ITES services are increasingly implementing cloud-native contact centre
solutions.
Key
market players in the India Cloud Based Contact Center Market include:
- Genesys Telecom Labs India Pvt Ltd.
- I3clogic Technologies Private Limited
- Avaya India Private Limited
- Tragofone
- 8x8 India Private Limited
- Mitel Networks Private Limited
- Ecisco Systems (India) Private Limited
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“South, being the larger IT hub region holds the
largest market share of Cloud Based Contact Center, benefiting from the
presence of several IT companies and early adoption of advance technology. The
emphasis on increasing cloud efficiency by improving outbound and inbound
operations has also been growing among both large as well as small & medium
enterprises in the region. The favorable initiatives by the Indian government
to encourage the adoption of cloud-based systems and automation of business
processes are propelling the market demand. Moreover, cities like Hyderabad,
Chennai are receiving huge investments in data centers, cloud infrastructure,
and various technologies which has created the surge in the demand and
proliferating the growth of Cloud Based Contact Center in India.” said Mr.
Karan Chechi, Research Director with TechSci Research, a research-based global
management consulting firm.
India
Cloud Based Contact Center Market By
Component (Solutions (Automatic Call Distribution, Agent Performance
Optimization, Interactive Voice Response,
Computer Telephony Integration, Analytics and Reporting, Dialers, Others),
Service (Professional, Managed)), By Deployment (Public, Private, Hybrid), By
Enterprise Size (Small & Medium Enterprise, Large-Sized Enterprise), By
End-User (Telecom & Information Technology, BFSI, Healthcare, Retail,
Government, Manufacturing, Others), By Region, Competition, Forecast and
Opportunities, 2029
has evaluated the future growth potential of India Cloud
Based Contact Center Market and provides statistics & information on market
size, structure, and future market growth. The report's goal is to give current
market knowledge and assist decision makers in making informed investment
decisions. Furthermore, the study identifies and analyses emerging trends, as
well as key drivers, challenges, and opportunities in the India Cloud Based
Contact Center Market.
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