This report analyzes the global on-premise and cloud contact center applications market size for the base year 2019 and provides forecasts until 2026. This study also analyzes the market share of top vendors across each region in on-premise and cloud contact center application segments separately for 2018 and 2019. The study is based on extensive primary and secondary research. This research shows that the global on-premise contact center solutions market will continue to decline throughout the forecast period, with a 3.0% CAGR between 2019 and 2026. On the contrary, the cloud contact center solution market is expected to register robust growth in all regions, averaging 15.3% CAGR from 2019 to 2026.

The COVID-19 pandemic has compelled contact centers globally to adopt the work-at-home-agents (WAHA) model, which accelerated the demand for cloud/hybrid solutions and created opportunities for cloud-based solutions. Application vendors quickly responded to addressing clients' remote working requirements for their business continuity.

Brands are considering exceptional customer experience as a key factor to differentiate themselves from their competitors. With changing consumer behavior, customer contact continues to evolve, from traditional voice-based interactions to seamless customer journeys that are proactive, interactive, and persistent. Solution providers have built out suites of integrated contact center capabilities to address this new need. However, they will have to bring new solutions including webRTC, Big Data, AI, analytics, and personalization to create fresh demand and remain competitive.

Author: Sherrel Roche