Cloud call centers to hit $120Bn by 2032
DELAWARE, UNITES STATES — The global market for cloud-based contact centers is projected to soar from its 2022 value of $23 billion to around $120 billion by 2032, fueled by an 18% compound annual growth rate (CAGR).
According to a report by Future Market Insights (FMI), several interlinked factors are catalyzing the rapid shift to cloud-hosted customer engagement infrastructure across sectors.
Cloud platforms enable easy scalability to address spikes and dips in demand without capital expenditures. They also unlock advanced capabilities like AI and omnichannel support far faster than on-prem solutions.
Many government agencies are also embracing cloud-based contact centers through private-sector partnerships. The research said these high-tech hubs help agencies better serve citizens by making information easily accessible. Integration with customer relationship management (CRM) and other systems also assists officials in managing interactions across departments.
With its national digitization drives, the Asia-Pacific region is poised to become the largest cloud-based contact center market. Europe follows closely behind as remote work and digital priorities propel migration of operations to the cloud.
Meanwhile, the key Players boosting the industry’s growth include Cisco Systems, Dell Technologies Inc., EON Reality, Google, and Genesys.
While risks around security, integration, and workforce skills exist, the scalability, innovation velocity, and customer experience improvements that cloud contact centers offer appear to outweigh initial barriers for most organizations.
As consumer expectations of seamless omnichannel service keep rising, cloud adoption is expected to accelerate across industries rapidly.
