2022 Worldwide Cloud-Based Contact Center Infrastructure Market Share Report

Published June 10, 2022

DMG Consulting’s 2022 Worldwide Cloud-Based Contact Center Infrastructure Market Share Report is the primary resource for vendors, investors and other members of the financial community who want to understand this sector’s competitive landscape, market share by revenue and seats, geographical breakdown, adoption rate, and current and projected total addressable market (TAM).

Insightful and Unparalleled Analysis 

This is DMG Consulting’s second annual Worldwide Cloud-Based Contact Center Infrastructure Market Share Report. This Report captures and analyzes the activity of the vendors who sell cloud-based contact center infrastructure (CBCCI) solutions, their recurring license revenue and associated professional services (implementation, integration, training, premium support) and carrier services. It covers the 200 estimated competitors in the worldwide CBCCI market that sell a multi-tenant CBCCI offering (also referred to as contact center as a service (CCaaS)), a solution that is hosted in a client, vendor or third-party data center, or a single-tenant software as a service (SaaS)-based offering.

The Report provides in-depth analysis of the market trends in the rapidly transforming and dynamic cloud-based contact center infrastructure sector. Flexibility and adaptability are fueling waves of innovation throughout the contact center software market. The vendors no longer feel compelled to stay in their traditional software lanes and are expanding into new territory, broadening the capabilities of their solutions and their TAM.

CBCCI Vendor Performance

The 2022 Worldwide Cloud-Based Contact Center Infrastructure Market Share Report provides a detailed analysis of the performance of the CBCCI competitors in calendar year 2021. The Report analyzes the seat and revenue activity of 22 leading and contending CBCCI competitors: NICE CXone, Genesys, Amazon Connect, Cisco, Twilio, Five9, RingCentral, Avaya, Content Guru, 8×8, Odigo, TTEC, Enghouse, Vonage, Puzzel, Alvaria, Verizon, UJET, Bright Pattern, ATT, Lifesize, and Salesforce.

  • Total Contact Center 5-Year Seat Projections, Worldwide, 2022 – 2026
  • 2021 CBCCI Market Share Analysis, Worldwide
  • 2021 CBCCI Seats and Market Share, by Vendor
  • 2021 CBCCI Seats by Vendor, 2021 vs. 2020 Comparison
  • 2021 CBCCI Revenue and Market Share, by Vendor
  • 2021 CBCCI Revenue by Vendor, 2021 vs. 2020 Comparison
  • 2021 CBCCI Revenue Analysis, by Category (recurring services, carrier services and professional services)
  • 2021 CBCCI Revenue and Market Activity, by Geography
  • Worldwide CBCCI Seat Adoption Rate and Projections for 2021 – 2026
  • CBCCI Seats and Projections, Worldwide, 2021– 2026
  • CBCCI Worldwide Total Addressable Market and Projections, 2021 – 2026
  1. Executive Summary
  2. Introduction
  3. Cloud-Based Contact Center Infrastructure Market Drivers and Inhibitors
  4. DMG Consulting Research Methodology
    • 4.1 Report Participation Criteria
    • 4.2 Role of Large Technology Vendors in the CBCCI Market
  5. Information Sources and Methodology
    • 5.1 Run Rate (Year-End) vs. Average Year Data
    • 5.2 Named and Concurrent Seats vs. Usage
    • 5.3 What Counts as a CBCCI Seat
    • 5.4 Data Integrity and DMG Transparency
    • 5.5 Data Collection and Methodology Improvements
  6. Report Scope: What is Included
  7. Total Contact Center Market 5-Year Seat Projections, Worldwide, 2022 – 2026
    • 7.1 DMG’s Contact Center Seat Projection Methodology
    • 7.2 Contact Center 5-Year Seat Projections, Worldwide, 2022 – 2026
  8. 2021 Cloud-Based Contact Center Infrastructure Market Share Analysis, Worldwide
    • 8.1 Cloud-Based Contact Center Infrastructure Seats and Market Share by Vendor, as of December 31, 2021
    • 8.2 2021 Worldwide Cloud-Based Contact Center Infrastructure Revenue and Market Share, by Vendor
    • 8.3 2021 Cloud-Based Contact Center Infrastructure Revenue Analysis by Category
    • 8.4 2021 Cloud-Based Contact Center Infrastructure Revenue and Market Activity, by Geography
  9. Worldwide Cloud-Based Contact Center Infrastructure Seat Adoption Rate and Projections, 2021 – 2026
    • 9.1 Cloud-Based Contact Center Infrastructure Seat Projections, Worldwide, 2021 Actual – 2026 Projected
    • 9.2 Cloud-Based Contact Center Infrastructure Seat Adoption Rate, Worldwide, 2021 Actual – 2026 Projected
  10. Cloud-Based Contact Center Infrastructure Worldwide Total Addressable Market, 2021 Actual – 2026 Projected

Table of Figures

  • Figure 1: Total Contact Center Seat Projections, Worldwide, 2021 Actual – 2026 Projected
  • Figure 2: Total Contact Center Seat Projections, Worldwide, 2021 Actual – 2026 Projected
  • Figure 3: Cloud-Based Contact Center Infrastructure Seats and Market Share, by Vendor, as of December 31, 2021
  • Figure 4: 2021 Cloud-Based Contact Center Infrastructure Seat Market Share
  • Figure 5: Cloud-Based Contact Center Infrastructure Seats by Vendor, 2021 vs. 2020 Comparison
  • Figure 6: Bar Chart of Cloud-Based Contact Center Infrastructure Seats by Vendor, 2021 vs. 2020 Comparison
  • Figure 7: 2021 Cloud-Based Contact Center Infrastructure Revenue and Market Share, by Vendor (Dollars in Thousands)
  • Figure 8: 2021 Cloud-Based Contact Center Infrastructure Revenue Market Share
  • Figure 9: Cloud-Based Contact Center Infrastructure Revenue by Vendor, 2021 vs. 2020 Comparison (Dollars in Thousands)
  • Figure 10: Bar Chart of Cloud-Based Contact Center Infrastructure Revenue by Vendor, 2021 vs. 2020 Comparison (Dollars in Thousands)
  • Figure 11: 2021 Cloud-Based Contact Center Infrastructure Revenue and Market Share, by Category (Dollars in Thousands)
  • Figure 12: 2021 Cloud-Based Contact Center Infrastructure Market Share, by Category
  • Figure 13: 2021 Cloud-Based Contact Center Infrastructure Revenue, by Vendor and Category (Dollars in Thousands)
  • Figure 14: Bar Chart of 2021 Cloud-Based Contact Center Infrastructure Revenue by Vendor and Category (Dollars in Millions)
  • Figure 15: 2021 Cloud-Based Contact Center Infrastructure Recurring Services Revenue and Market Share, by Vendor
  • Figure 16: 2021 Cloud-Based Contact Center Infrastructure Recurring Services Market Share
  • Figure 17: 2021 Cloud-Based Contact Center Infrastructure Carrier Services Revenue and Market Share, by Vendor
  • Figure 18: 2021 Cloud-Based Contact Center Infrastructure Carrier Services Market Share
  • Figure 19: 2021 Cloud-Based Contact Center Infrastructure Professional Services Revenue and Market Share, by Vendor
  • Figure 20: 2021 Cloud-Based Contact Center Infrastructure Professional Services Market Share
  • Figure 21: 2021 Cloud-Based Contact Center Infrastructure Revenue, by Vendor and Geographic Region (Dollars in Thousands)
  • Figure 22: Bar Chart of 2021 Cloud-Based Contact Center Infrastructure Revenue, by Vendor and Geographic Region (Dollars in Millions)
  • Figure 23: Summary of 2021 Cloud-Based Contact Center Infrastructure Revenue and Market Share, by Geographic Region (Dollars in Thousands)
  • Figure 24: 2021 Cloud-Based Contact Center Infrastructure Market Share Summary, by Geographic Region
  • Figure 25: Summary of Cloud-Based Contact Center Infrastructure Revenue by Geographic Region, 2021 vs. 2020 Comparison (Dollars in Thousands)
  • Figure 26: 2021 Cloud-Based Contact Center Infrastructure North America Revenue and Market Share, by Vendor
  • Figure 27: 2021 Cloud-Based Contact Center Infrastructure North America Market Share
  • Figure 28: 2021 Cloud-Based Contact Center Infrastructure Europe/Middle East/Africa Revenue and Market Share, by Vendor
  • Figure 29: 2021 Cloud-Based Contact Center Infrastructure Europe/Middle East/Africa Market Share
  • Figure 30: 2021 Cloud-Based Contact Center Infrastructure Asia/Pacific Revenue and Market Share, by Vendor
  • Figure 31: 2021 Cloud-Based Contact Center Infrastructure Asia/Pacific Market Share
  • Figure 32: 2021 Cloud-Based Contact Center Infrastructure Rest-of-World Region Revenue and Market Share, by Vendor
  • Figure 33: 2021 Cloud-Based Contact Center Infrastructure Rest-of-World Region Market Share
  • Figure 34: Cloud-Based Contact Center Infrastructure Seat Projections, Worldwide, 2021 Actual – 2026 Projected
  • Figure 35: Worldwide Cloud-Based Contact Center Infrastructure Seat Projections, 2021 Actual – 2026 Projected
  • Figure 36: Cloud-Based Contact Center Infrastructure Seat Adoption Rate Projections, Worldwide, 2021 Actual – 2026 Projected
  • Figure 37: Worldwide Cloud-Based Contact Center Infrastructure Adoption Rate Projections, 2021 Actual – 2026 Projected
  • Figure 38: Cloud-Based Contact Center Infrastructure Total Addressable Market Projections, Worldwide, 2021 Actual – 2026 Projected (Dollars in Thousands)
  • Figure 39: Worldwide Cloud-Based Contact Center Infrastructure TAM Projections, 2021 Actual – 2026 Projected
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