2020 Worldwide Cloud-Based Contact Center Infrastructure Market Share Report

Published April 25, 2021

DMG Consulting LLC’s 2020 Worldwide Cloud-Based Contact Center Infrastructure Market Share Report is intended for vendors, investors and members of the financial community who want to understand the competitive landscape, market share by revenue and seats, geographical breakdown, and current and projected total addressable market (TAM) of the fast-growing contact-center-as-a-service (CCaaS) IT sector.

Only report of its kind 

This is DMG’s first Worldwide Cloud-Based Contact Center Infrastructure Market Share Report; it analyzes the thriving worldwide cloud-based contact center infrastructure (CBCCI) IT sector, which includes CCaaS and hosted offerings. This groundbreaking Report delivers comprehensive data on the total worldwide addressable market for CBCCI in 2020. 

The cloud-based contact center infrastructure market is growing at a rapid pace, experiencing a double-digit growth rate in seats, revenue and adoption. This remarkable increase has been driven by the CBCCI vendors’ significant investments in research and development (R&D) and the resulting innovations that have made these solutions secure and easier to implement and use. The pandemic of the last year accelerated the growth of cloud-based contact center infrastructure solutions, but adoption was positioned to take off.

Worldwide, there are over 200 vendors competing in the cloud-based contact center infrastructure market. These vendors are coming from many different IT segments, but their offerings fall into two primary categories: fully built solutions intended to be used out-of-the-box, and solutions where users purchase application programming interfaces (APIs) and customize them. DMG expects to see other vendors enter the sector, as the future of contact center solutions is in the cloud.

Detailed Market Share Analysis

The 2020 Worldwide Cloud-Based Contact Center Infrastructure Market Share Report analyzes the performance of 21 CBCCI vendors, including the 10 market leaders and 11 contenders. These vendors include: 8×8, Amazon Connect, Aspect, Bright Pattern, BT, Cisco, Content Guru, Enghouse, Five9, Genesys, Lifesize, NICE inContact, Noble, Odigo, Puzzel, RingCentral, Salesforce, TTEC, Twilio, Verizon and Vonage.

  • Total Contact Center Seat Projections, Worldwide, 2020 – 2025
  • 2020 CBCCI Market Share Analysis, Worldwide
  • 2020 CBCCI Seats and Market Share, by Vendor
  • 2020 CBCCI Revenue and Market Share, by Vendor 
  • 2020 CBCCI Revenue Analysis, by Category (recurring services, carrier services and professional services)
  • 2020 CBCCI Revenue and Market Activity, by Geography
  • Worldwide CBCCI Seat Adoption Rate and Projections for 2020 – 2025
  • CBCCI Seat Projections (Conservative), Worldwide, 2020 Actual – 2025 Projected
  • CBCCI Seat Projections (Aggressive), Worldwide, 2020 Actual – 2025 Projected
  • CBCCI Seat Adoption Rate Worldwide (Conservative), 2020 Actual – 2025 Projected
  • CBCCI Seat Adoption Rate Worldwide (Aggressive), 2020 Actual – 2025 Projected
  • CBCCI Worldwide Total Addressable Market (Conservative), 2020 – 2025
  • CBCCI Worldwide Total Addressable Market (Aggressive), 2020 – 2025
  1. Executive Summary
  2. Introduction
  3. DMG Consulting Research Methodology
    • 3.1 Report Participation Criteria
  4. Information Sources and Methodology
    • 4.1 Run Rate (Year-End) vs. Average Year Data
    • 4.2 Named and Concurrent Seats vs. Usage
    • 4.3 What Counts as a CBCCI Seat
    • 4.4 Data Integrity and DMG Transparency
  5. Report Scope
  6. Contact Center Market Seat Projections, Worldwide, 2021 – 2025
    • 6.1 DMG’s Contact Center Seat Projection Methodology
    • 6.2 Total Contact Center Seat Projections, Worldwide, 2020 – 2025
  7. 2020 Cloud-Based Contact Center Infrastructure Market Share Analysis, Worldwide
    • 7.1 Cloud-Based Contact Center Infrastructure Seats and Market Share by Vendor, as of December 31, 2020
    • 7.2 Worldwide Cloud-Based Contact Center Infrastructure Revenue and Market Share by Vendor, as of December 31, 2020
    • 7.3 Cloud-Based Contact Center Infrastructure Revenue Analysis by Category for 2020
    • 7.4 2020 Cloud-Based Contact Center Infrastructure Revenue and Market Activity, by Geography
  8. Worldwide Cloud-Based Contact Center Infrastructure Seat Adoption Rate and Projections, 2020 – 2025
    • 8.1 Cloud-Based Contact Center Infrastructure Seat Projections (Conservative), Worldwide, 2020 Actual – 2025 Projected
    • 8.2 Cloud-Based Contact Center Infrastructure Seat Projections (Aggressive), Worldwide, 2020 Actual – 2025
      Projected
    • 8.3 Cloud-Based Contact Center Infrastructure Seat Adoption Rate (Conservative), Worldwide, 2020 Actual – 2025 Projected
    • 8.4 Cloud-Based Contact Center Infrastructure Seat Adoption Rate (Aggressive), Worldwide, 2020 Actual – 2025 Projected
  9. Cloud-Based Contact Center Infrastructure Worldwide Total Addressable Market, 2020 Actual – 2025 Projected

Appendix: WFO Vendor Directory

Table of Figures

  • Figure 1: Total Contact Center Seat Projections, Worldwide, 2020 Actual – 2025 Projected
  • Figure 2: Total Contact Center Seat Projections, Worldwide, 2020 Actual – 2025 Projected
  • Figure 3: Cloud-Based Contact Center Infrastructure Seats and Market Share, by Vendor, as of December 31, 2020
  • Figure 4: 2020 Cloud-Based Contact Center Infrastructure Seat Market Share
  • Figure 5: Cloud-Based Contact Center Infrastructure Revenue and Market Share, by Vendor, as of December 31, 2020 (Dollars in Thousands)
  • Figure 6: 2020 Cloud-Based Contact Center Infrastructure Revenue Market Share
  • Figure 7: 2020 Cloud-Based Contact Center Infrastructure Revenue and Market Share, by Category (Dollars in Thousands)
  • Figure 8: 2020 Cloud-Based Contact Center Infrastructure Market Share, by Category
  • Figure 9: Cloud-Based Contact Center Infrastructure Revenue, by Vendor and Category, as of December 31, 2020 (Dollars in Thousands)
  • Figure 10: Bar Chart of Cloud-Based Contact Center Infrastructure Revenue by Vendor and Category, as of December 31, 2020 (Dollars in Thousands)
  • Figure 11: Cloud-Based Contact Center Infrastructure Recurring Services Revenue and Market Share, by Vendor, as of December 31, 2020
  • Figure 12: 2020 Cloud-Based Contact Center Infrastructure Recurring Services Market Share
  • Figure 13: Cloud-Based Contact Center Infrastructure Carrier Services Revenue and Market Share, as of December 31, 2020
  • Figure 14: 2020 Cloud-Based Contact Center Infrastructure Carrier Services Market Share
  • Figure 15: Cloud-Based Contact Center Infrastructure Professional Services Revenue and Market Share, by Vendor, as of December 31, 2020
  • Figure 16: 2020 Cloud-Based Contact Center Infrastructure Professional Services Market Share
  • Figure 17: Cloud-Based Contact Center Infrastructure Revenue, by Vendor and Geographic Region, as of December 31, 2020 (Dollars in Thousands)
  • Figure 18: Bar Chart of Cloud-Based Contact Center Infrastructure Revenue, by Vendor and Geographic Region, as of December 31, 2020 (Dollars in Thousands)
  • Figure 19: Summary of 2020 Cloud-Based Contact Center Infrastructure Revenue and Market Share, by Geographic Region (Dollars in Thousands)
  • Figure 20: 2020 Cloud-Based Contact Center Infrastructure Market Share Summary, by Geographic Region
  • Figure 21: Cloud-Based Contact Center Infrastructure North America Revenue and Market Share, by Vendor, as of December 31, 2020
  • Figure 22: 2020 Cloud-Based Contact Center Infrastructure North America Market Share
  • Figure 23: Cloud-Based Contact Center Infrastructure Europe/Middle East/Africa Revenue and Market Share, by Vendor, as of December 31, 2020
  • Figure 24: 2020 Cloud-Based Contact Center Infrastructure Europe/Middle East/Africa Market Share
  • Figure 25: Cloud-Based Contact Center Infrastructure Asia/Pacific Revenue and Market Share, by Vendor, as of December 31, 2020
  • Figure 26: 2020 Cloud-Based Contact Center Infrastructure Asia/Pacific Market Share
  • Figure 27: Cloud-Based Contact Center Infrastructure “Other” Region Revenue and Market Share, by Vendor, as of December 31, 2020
  • Figure 28: 2020 Cloud-Based Contact Center Infrastructure “Other” Region Market Share
  • Figure 29: Cloud-Based Contact Center Infrastructure Seat Projections (Conservative), Worldwide, 2020 Actual – 2025 Projected
  • Figure 30: Worldwide Cloud-Based Contact Center Infrastructure Seat Projections (Conservative), 2020 Actual – 2025 Projected
  • Figure 31: Cloud-Based Contact Center Infrastructure Seat Projections (Aggressive), Worldwide, 2020 Actual – 2025 Projected
  • Figure 32: Worldwide Cloud-Based Contact Center Infrastructure Seat Projections (Aggressive), 2020 Actual – 2025 Projected
  • Figure 33: Cloud-Based Contact Center Infrastructure Seat Adoption Rate Projections (Conservative), Worldwide, 2020 Actual – 2025 Projected
  • Figure 34: Worldwide Cloud-Based Contact Center Infrastructure Adoption Rate Projections (Conservative), 2020 Actual – 2025 Projected
  • Figure 35: Cloud-Based Contact Center Infrastructure Seats Adoption Rate Projections (Aggressive), Worldwide, 2020 Actual – 2025 Projected
  • Figure 36: Worldwide Cloud-Based Contact Center Infrastructure Seats Adoption Rate Projections (Aggressive), 2020 Actual – 2025 Projected
  • Figure 37: Cloud-Based Contact Center Infrastructure Total Addressable Market Projections (Conservative), Worldwide, 2020 Actual – 2025 Projected (Dollars in Thousands)
  • Figure 38: Worldwide Cloud-Based Contact Center Infrastructure TAM Projections (Conservative), 2020 Actual – 2025 Projected
  • Figure 39: Cloud-Based Contact Center Infrastructure Total Addressable Market Projections (Aggressive), Worldwide, 2020 Actual – 2025 Projected (Dollars in Thousands)
  • Figure 40: Worldwide Cloud-Based Contact Center Infrastructure TAM Projections (Aggressive), 2020 Actual – 2025 Projected
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