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Cloud-based Contact Center Market: Global Industry Trends, Share, Size, Growth, Opportunity and Forecast 2022-2027

Market Overview:

The global cloud-based contact center market reached a value of US$ 17.7 Billion in 2021. Looking forward, IMARC Group expects the market to reach a value of US$ 63.8 Billion by 2027, exhibiting a CAGR of 23.10% during 2022-2027. Keeping in mind the uncertainties of COVID-19, we are continuously tracking and evaluating the direct as well as the indirect influence of the pandemic on different end use industries. These insights are included in the report as a major market contributor.

A cloud-based contact center solution combines several communication channels into a single system for allowing agents to connect with customers over a phone call, email, or instant message while maintaining a consistent record. It offers workforce management tools so that agents and supervisors can manage their time effectively. As a result, it finds extensive applications in banking, financial services and insurance (BFSI), consumer goods, retail, government, public, healthcare, manufacturing, telecommunication, and information technology (IT) sectors across the globe.

 

 
 

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Note: Values and trends in the above chart consists of dummy data and are only shown here for representation purpose. Kindly contact us for the actual market size and trends.

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Cloud-based Contact Center Market Trends:

At present, there is a rise in the demand for cloud computing due to its robust scalability, affordability, flexibility, and features. As a result, organizations worldwide are migrating their contact center operations from a traditional on-premises model to the cloud, which represents one of the key factors driving the market. Moreover, cloud-based contact centers allow agents to work remotely for improving their productivity and overall operational efficiency. This, along with various advantages offered by cloud-based contact centers, including excellent security, reliability, and convenience, at affordable prices is propelling the growth of the market. In addition, rapid digitalization in the banking, financial service and insurance (BFSI) industry to provide enhanced services, reduce human errors, and save time is impelling the market growth. Besides this, the rising utilization of contact center as a service (CCaaS) technology to minimize ownership costs, reduce downtime, and ensure business continuity is positively influencing the market. Additionally, key market players are financing research and development (R&D) activities to deliver natural interactive voice response (IVR) and facilitate interactive chatbots for customers, which is projected to fuel the growth of the market in the upcoming years.

Key Market Segmentation:

IMARC Group provides an analysis of the key trends in each sub-segment of the global cloud-based contact center market, along with forecasts at the global, regional and country level from 2022-2027. Our report has categorized the market based on component, deployment mode, organization size and end use industry.

Breakup by Component:

  • Solution
  • Automatic Call Distribution
  • Agent Performance Optimization
  • Dialers
  • Interactive Voice Response
  • Computer Telephony Integration
  • Analytics and Reporting
  • Service
  • Professional Services
  • Managed Services
     

Breakup by Deployment Mode:

 

 
 

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  • Public Cloud
  • Private Cloud
  • Hybrid Cloud
     

Breakup by Organization Size:

  • Small and Medium-sized Enterprises
  • Large Enterprises
     

Breakup by End Use Industry:

  • BFSI
  • IT and Telecom
  • Media and Entertainment
  • Retail
  • Logistics and Transport
  • Healthcare
  • Others
     

Breakup by Region:

 

 
 

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  • North America
    • United States
    • Canada
  • Asia-Pacific
    • China
    • Japan
    • India
    • South Korea
    • Australia
    • Indonesia
    • Others
  • Europe
    • Germany
    • France
    • United Kingdom
    • Italy
    • Spain
    • Russia
    • Others
  • Latin America
    • Brazil
    • Mexico
    • Others
  • Middle East and Africa
     

Competitive Landscape:

The competitive landscape of the industry has also been examined along with the profiles of the key players being 3CLogic, 8x8 Inc., Avaya Inc., Cisco Systems Inc., Content Guru Limited, Five9 Inc., Genesys, NICE Ltd., RingCentral Inc., Talkdesk, Twilio Inc., Vocalcom and Vonage.

Report Coverage:

Report Features Details
Base Year of the Analysis 2021
    Historical Period 2016-2021
Forecast Period 2022-2027
Units US$ Billion
Segment Coverage Component, Deployment Mode, Organization Size, End Use Industry, Region
Region Covered  Asia Pacific, Europe, North America, Latin America, Middle East and Africa
Countries Covered United States, Canada, Germany, France, United Kingdom, Italy, Spain, Russia, China, Japan, India, South Korea, Australia, Indonesia, Brazil, Mexico
Companies Covered 3CLogic, 8x8 Inc., Avaya Inc., Cisco Systems Inc., Content Guru Limited, Five9 Inc., Genesys, NICE Ltd., RingCentral Inc., Talkdesk, Twilio Inc., Vocalcom and Vonage.
Customization Scope 10% Free Customization
Report Price and Purchase Option Single User License: US$ 2499
Five User License: US$ 3499
Corporate License: US$ 4499
Post-Sale Analyst Support 10-12 Weeks
Delivery Format PDF and Excel through Email (We can also provide the editable version of the report in PPT/Word format on special request)

1    Preface
2    Scope and Methodology
    2.1    Objectives of the Study
    2.2    Stakeholders
    2.3    Data Sources
        2.3.1    Primary Sources
        2.3.2    Secondary Sources
    2.4    Market Estimation
        2.4.1    Bottom-Up Approach
        2.4.2    Top-Down Approach
    2.5    Forecasting Methodology
3    Executive Summary
4    Introduction
    4.1    Overview
    4.2    Key Industry Trends
5    Global Cloud-based Contact Center Market
    5.1    Market Overview
    5.2    Market Performance
    5.3    Impact of COVID-19
    5.4    Market Forecast
6    Market Breakup by Component
    6.1    Solution
        6.1.1 Market Trends
        6.1.2 Key Segments
           6.1.2.1 Automatic Call Distribution
           6.1.2.2 Agent Performance Optimization
           6.1.2.3 Dialers
           6.1.2.4 Interactive Voice Response
           6.1.2.5 Computer Telephony Integration
           6.1.2.6 Analytics and Reporting
        6.1.3 Market Forecast
    6.2    Service
        6.2.1 Market Trends
        6.2.2 Key Segments
           6.2.2.1 Professional Services
           6.2.2.2 Managed Services
        6.2.3 Market Forecast
7    Market Breakup by Deployment Mode
    7.1    Public Cloud
        7.1.1 Market Trends
        7.1.2 Market Forecast
    7.2    Private Cloud
        7.2.1 Market Trends
        7.2.2 Market Forecast
    7.3    Hybrid Cloud
        7.3.1 Market Trends
        7.3.2 Market Forecast
8    Market Breakup by Organization Size
    8.1    Small and Medium-sized Enterprises
        8.1.1 Market Trends
        8.1.2 Market Forecast
    8.2    Large Enterprises
        8.2.1 Market Trends
        8.2.2 Market Forecast
9    Market Breakup by End Use Industry
    9.1    BFSI
        9.1.1 Market Trends
        9.1.2 Market Forecast
    9.2    IT and Telecom
        9.2.1 Market Trends
        9.2.2 Market Forecast
    9.3    Media and Entertainment
        9.3.1 Market Trends
        9.3.2 Market Forecast
    9.4    Retail
        9.4.1 Market Trends
        9.4.2 Market Forecast
    9.5    Logistics and Transport
        9.5.1 Market Trends
        9.5.2 Market Forecast
    9.6    Healthcare
        9.6.1 Market Trends
        9.6.2 Market Forecast
    9.7    Others
        9.7.1 Market Trends
        9.7.2 Market Forecast
10    Market Breakup by Region
    10.1    North America
        10.1.1 United States
           10.1.1.1 Market Trends
           10.1.1.2 Market Forecast
        10.1.2 Canada
           10.1.2.1 Market Trends
           10.1.2.2 Market Forecast
    10.2    Asia-Pacific
        10.2.1 China
           10.2.1.1 Market Trends
           10.2.1.2 Market Forecast
        10.2.2 Japan
           10.2.2.1 Market Trends
           10.2.2.2 Market Forecast
        10.2.3 India
           10.2.3.1 Market Trends
           10.2.3.2 Market Forecast
        10.2.4 South Korea
           10.2.4.1 Market Trends
           10.2.4.2 Market Forecast
        10.2.5 Australia
           10.2.5.1 Market Trends
           10.2.5.2 Market Forecast
        10.2.6 Indonesia
           10.2.6.1 Market Trends
           10.2.6.2 Market Forecast
        10.2.7 Others
           10.2.7.1 Market Trends
           10.2.7.2 Market Forecast
    10.3    Europe
        10.3.1 Germany
           10.3.1.1 Market Trends
           10.3.1.2 Market Forecast
        10.3.2 France
           10.3.2.1 Market Trends
           10.3.2.2 Market Forecast
        10.3.3 United Kingdom
           10.3.3.1 Market Trends
           10.3.3.2 Market Forecast
        10.3.4 Italy
           10.3.4.1 Market Trends
           10.3.4.2 Market Forecast
        10.3.5 Spain
           10.3.5.1 Market Trends
           10.3.5.2 Market Forecast
        10.3.6 Russia
           10.3.6.1 Market Trends
           10.3.6.2 Market Forecast
        10.3.7 Others
           10.3.7.1 Market Trends
           10.3.7.2 Market Forecast
    10.4    Latin America
        10.4.1 Brazil
           10.4.1.1 Market Trends
           10.4.1.2 Market Forecast
        10.4.2 Mexico
           10.4.2.1 Market Trends
           10.4.2.2 Market Forecast
        10.4.3 Others
           10.4.3.1 Market Trends
           10.4.3.2 Market Forecast
    10.5    Middle East and Africa
        10.5.1 Market Trends
        10.5.2 Market Breakup by Country
        10.5.3 Market Forecast
11    SWOT Analysis
    11.1    Overview
    11.2    Strengths
    11.3    Weaknesses
    11.4    Opportunities
    11.5    Threats
12    Value Chain Analysis
13    Porters Five Forces Analysis
    13.1    Overview
    13.2    Bargaining Power of Buyers
    13.3    Bargaining Power of Suppliers
    13.4    Degree of Competition
    13.5    Threat of New Entrants
    13.6    Threat of Substitutes
14    Price Analysis
15    Competitive Landscape
    15.1    Market Structure
    15.2    Key Players
    15.3    Profiles of Key Players
        15.3.1    3CLogic
           15.3.1.1 Company Overview
           15.3.1.2 Product Portfolio
        15.3.2    8x8 Inc.
           15.3.2.1 Company Overview
           15.3.2.2 Product Portfolio
        15.3.3    Avaya Inc.
           15.3.3.1 Company Overview
           15.3.3.2 Product Portfolio
        15.3.4    Cisco Systems Inc.
           15.3.4.1 Company Overview
           15.3.4.2 Product Portfolio
           15.3.4.3 Financials
           15.3.4.4 SWOT Analysis
        15.3.5    Content Guru Limited
           15.3.5.1 Company Overview
           15.3.5.2 Product Portfolio
        15.3.6    Five9 Inc.
           15.3.6.1 Company Overview
           15.3.6.2 Product Portfolio
           15.3.6.3 Financials
        15.3.7    Genesys
           15.3.7.1 Company Overview
           15.3.7.2 Product Portfolio
        15.3.8    NICE Ltd.
           15.3.8.1 Company Overview
           15.3.8.2 Product Portfolio
        15.3.9    RingCentral Inc.
           15.3.9.1 Company Overview
           15.3.9.2 Product Portfolio
           15.3.9.3 Financials
        15.3.10    Talkdesk
           15.3.10.1 Company Overview
           15.3.10.2 Product Portfolio
        15.3.11    Twilio Inc.
           15.3.11.1 Company Overview
           15.3.11.2 Product Portfolio
        15.3.12    Vocalcom
           15.3.12.1 Company Overview
           15.3.12.2 Product Portfolio
        15.3.13    Vonage
           15.3.13.1 Company Overview
           15.3.13.2 Product Portfolio
           15.3.13.3 Financials
           15.3.13.4 SWOT Analysis

List of Figures

Figure 1: Global: Cloud-based Contact Center Market: Major Drivers and Challenges
Figure 2: Global: Cloud-based Contact Center Market: Sales Value (in Billion US$), 2016-2021
Figure 3: Global: Cloud-based Contact Center Market Forecast: Sales Value (in Billion US$), 2022-2027
Figure 4: Global: Cloud-based Contact Center Market: Breakup by Component (in %), 2021
Figure 5: Global: Cloud-based Contact Center Market: Breakup by Deployment Mode (in %), 2021
Figure 6: Global: Cloud-based Contact Center Market: Breakup by Organization Size (in %), 2021
Figure 7: Global: Cloud-based Contact Center Market: Breakup by End Use Industry (in %), 2021
Figure 8: Global: Cloud-based Contact Center Market: Breakup by Region (in %), 2021
Figure 9: Global: Cloud-based Contact Center (Solution) Market: Sales Value (in Million US$), 2016 & 2021
Figure 10: Global: Cloud-based Contact Center (Solution) Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 11: Global: Cloud-based Contact Center (Service) Market: Sales Value (in Million US$), 2016 & 2021
Figure 12: Global: Cloud-based Contact Center (Service) Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 13: Global: Cloud-based Contact Center (Public Cloud) Market: Sales Value (in Million US$), 2016 & 2021
Figure 14: Global: Cloud-based Contact Center (Public Cloud) Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 15: Global: Cloud-based Contact Center (Private Cloud) Market: Sales Value (in Million US$), 2016 & 2021
Figure 16: Global: Cloud-based Contact Center (Private Cloud) Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 17: Global: Cloud-based Contact Center (Hybrid Cloud) Market: Sales Value (in Million US$), 2016 & 2021
Figure 18: Global: Cloud-based Contact Center (Hybrid Cloud) Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 19: Global: Cloud-based Contact Center (Small and Medium-sized Enterprises) Market: Sales Value (in Million US$), 2016 & 2021
Figure 20: Global: Cloud-based Contact Center (Small and Medium-sized Enterprises) Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 21: Global: Cloud-based Contact Center (Large Enterprises) Market: Sales Value (in Million US$), 2016 & 2021
Figure 22: Global: Cloud-based Contact Center (Large Enterprises) Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 23: Global: Cloud-based Contact Center (BFSI) Market: Sales Value (in Million US$), 2016 & 2021
Figure 24: Global: Cloud-based Contact Center (BFSI) Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 25: Global: Cloud-based Contact Center (IT and Telecom) Market: Sales Value (in Million US$), 2016 & 2021
Figure 26: Global: Cloud-based Contact Center (IT and Telecom) Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 27: Global: Cloud-based Contact Center (Media and Entertainment) Market: Sales Value (in Million US$), 2016 & 2021
Figure 28: Global: Cloud-based Contact Center (Media and Entertainment) Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 29: Global: Cloud-based Contact Center (Retail) Market: Sales Value (in Million US$), 2016 & 2021
Figure 30: Global: Cloud-based Contact Center (Retail) Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 31: Global: Cloud-based Contact Center (Logistics and Transport) Market: Sales Value (in Million US$), 2016 & 2021
Figure 32: Global: Cloud-based Contact Center (Logistics and Transport) Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 33: Global: Cloud-based Contact Center (Healthcare) Market: Sales Value (in Million US$), 2016 & 2021
Figure 34: Global: Cloud-based Contact Center (Healthcare) Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 35: Global: Cloud-based Contact Center (Other End Use Industries) Market: Sales Value (in Million US$), 2016 & 2021
Figure 36: Global: Cloud-based Contact Center (Other End Use Industries) Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 37: North America: Cloud-based Contact Center Market: Sales Value (in Million US$), 2016 & 2021
Figure 38: North America: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 39: United States: Cloud-based Contact Center Market: Sales Value (in Million US$), 2016 & 2021
Figure 40: United States: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 41: Canada: Cloud-based Contact Center Market: Sales Value (in Million US$), 2016 & 2021
Figure 42: Canada: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 43: Asia-Pacific: Cloud-based Contact Center Market: Sales Value (in Million US$), 2016 & 2021
Figure 44: Asia-Pacific: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 45: China: Cloud-based Contact Center Market: Sales Value (in Million US$), 2016 & 2021
Figure 46: China: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 47: Japan: Cloud-based Contact Center Market: Sales Value (in Million US$), 2016 & 2021
Figure 48: Japan: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 49: India: Cloud-based Contact Center Market: Sales Value (in Million US$), 2016 & 2021
Figure 50: India: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 51: South Korea: Cloud-based Contact Center Market: Sales Value (in Million US$), 2016 & 2021
Figure 52: South Korea: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 53: Australia: Cloud-based Contact Center Market: Sales Value (in Million US$), 2016 & 2021
Figure 54: Australia: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 55: Indonesia: Cloud-based Contact Center Market: Sales Value (in Million US$), 2016 & 2021
Figure 56: Indonesia: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 57: Others: Cloud-based Contact Center Market: Sales Value (in Million US$), 2016 & 2021
Figure 58: Others: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 59: Europe: Cloud-based Contact Center Market: Sales Value (in Million US$), 2016 & 2021
Figure 60: Europe: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 61: Germany: Cloud-based Contact Center Market: Sales Value (in Million US$), 2016 & 2021
Figure 62: Germany: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 63: France: Cloud-based Contact Center Market: Sales Value (in Million US$), 2016 & 2021
Figure 64: France: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 65: United Kingdom: Cloud-based Contact Center Market: Sales Value (in Million US$), 2016 & 2021
Figure 66: United Kingdom: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 67: Italy: Cloud-based Contact Center Market: Sales Value (in Million US$), 2016 & 2021
Figure 68: Italy: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 69: Spain: Cloud-based Contact Center Market: Sales Value (in Million US$), 2016 & 2021
Figure 70: Spain: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 71: Russia: Cloud-based Contact Center Market: Sales Value (in Million US$), 2016 & 2021
Figure 72: Russia: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 73: Others: Cloud-based Contact Center Market: Sales Value (in Million US$), 2016 & 2021
Figure 74: Others: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 75: Latin America: Cloud-based Contact Center Market: Sales Value (in Million US$), 2016 & 2021
Figure 76: Latin America: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 77: Brazil: Cloud-based Contact Center Market: Sales Value (in Million US$), 2016 & 2021
Figure 78: Brazil: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 79: Mexico: Cloud-based Contact Center Market: Sales Value (in Million US$), 2016 & 2021
Figure 80: Mexico: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 81: Others: Cloud-based Contact Center Market: Sales Value (in Million US$), 2016 & 2021
Figure 82: Others: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 83: Middle East and Africa: Cloud-based Contact Center Market: Sales Value (in Million US$), 2016 & 2021
Figure 84: Middle East and Africa: Cloud-based Contact Center Market: Breakup by Country (in %), 2021
Figure 85: Middle East and Africa: Cloud-based Contact Center Market Forecast: Sales Value (in Million US$), 2022-2027
Figure 86: Global: Cloud-based Contact Center Industry: SWOT Analysis
Figure 87: Global: Cloud-based Contact Center Industry: Value Chain Analysis
Figure 88: Global: Cloud-based Contact Center Industry: Porter's Five Forces Analysis

List of Tables

Table 1: Global: Cloud-based Contact Center Market: Key Industry Highlights, 2021 and 2027
Table 2: Global: Cloud-based Contact Center Market Forecast: Breakup by Component (in Million US$), 2022-2027
Table 3: Global: Cloud-based Contact Center Market Forecast: Breakup by Deployment Mode (in Million US$), 2022-2027
Table 4: Global: Cloud-based Contact Center Market Forecast: Breakup by Organization Size (in Million US$), 2022-2027
Table 5: Global: Cloud-based Contact Center Market Forecast: Breakup by End Use Industry (in Million US$), 2022-2027
Table 6: Global: Cloud-based Contact Center Market Forecast: Breakup by Region (in Million US$), 2022-2027
Table 7: Global: Cloud-based Contact Center Market: Competitive Structure
Table 8: Global: Cloud-based Contact Center Market: Key Players

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Key Questions Answered in This Report

The global cloud-based contact center market was valued at US$ 17.7 Billion in 2021.

We expect the global cloud-based contact center market to exhibit a CAGR of 23.10% during 2022-2027.

The rising demand for cloud-based contact center across diverse sectors, such as BFSI, retail, healthcare,
etc., as it provides enhanced security, high reliability, and improved convenience at affordable prices, is
primarily catalyzing the global cloud-based contact center market.

The sudden outbreak of the COVID-19 pandemic has led to the increasing inclination of contact center
operations from on-premises model towards cloud-based solution, to allow agents to work remotely for
improving their productivity and overall operational efficiency.

Based on the component, the global cloud-based contact center market has been segmented into
solution and service. Currently, solution holds the majority of the total market share.

Based on the deployment mode, the global cloud-based contact center market can be divided into
public cloud, private cloud, and hybrid cloud. Among these, public cloud currently exhibits a clear
dominance in the market.

Based on the organization size, the global cloud-based contact center market has been categorized into
small and medium-sized enterprises and large enterprises. Currently, large enterprises account for the
majority of the global market share.

Based on the end use industry, the global cloud-based contact center market can be segregated into
BFSI, IT and telecom, media and entertainment, retail, logistics and transport, healthcare, and others.
Among these, the IT and telecom industry currently holds the largest market share.

On a regional level, the market has been classified into North America, Asia-Pacific, Europe, Latin
America, and Middle East and Africa, where North America currently dominates the global market.

Some of the major players in the global cloud-based contact center market include 3CLogic, 8x8 Inc.,
Avaya Inc., Cisco Systems Inc., Content Guru Limited, Five9 Inc., Genesys, NICE Ltd., RingCentral Inc.,
Talkdesk, Twilio Inc., Vocalcom, and Vonage.

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