Cloud Based Contact Center Market Updates

Cloud Based Contact Center Market News

In January 2025, HCLTech has formed a strategic alliance with Microsoft to accelerate improved customer service experiences through Generative AI and cloud-based contact center solutions. As part of this, HCLTech will help customers implement Microsoft Dynamics 365 Contact Center, a Copilot-powered platform designed to deliver best-in-class customer interactions, automate issue resolution, improve service agent productivity, and increase overall performance. In addition, the partnership involves the transition of Nuance's Enterprise Professional Services, as well as associated customer equipment and contracts, to HCLTech. This action brings Nuance's capabilities into HCLTech's contact center portfolio, positioning HCLTech as the sole professional services partner for customers under contract with Nuance's Enterprise Professional Services division.

In February 2025, RingCentral and BT have announced the availability of Cloud Work RingCX, powered by RingCentral. This cloud contact center platform, which boasts integrated AI support, is streamlined for ease and rapid deployment. It empowers corporate and public sector organizations that collaborate with BT to offer exceptional customer experiences via the blended use of voice and messaging applications. Cloud Work RingCX seamlessly integrates voice communication with more than 20 channels of digital communications, providing businesses with the freedom to interact with customers on their channel of choice.

In December 2025, Infosys, which provides digital services and consulting in the global marketplace, has introduced a Google Cloud Center of Excellence, powered by Infosys Topaz, to accelerate enterprise AI innovation. The center will be a co-creation location that empowers companies to unlock the potential of generative AI for business-critical transformation. By this partnership, businesses will be able to co-create tailored solutions in contact center AI, software development lifecycle automation, agentic AI, speech-to-speech and text-to-image AI, and application modernization, each of which will be oriented towards enhancing efficiency and overall performance.

FAQs

Global Cloud Based Contact Center Market size was valued at USD 25.2 Billion in 2023 and is poised to grow from USD 30.8 Billion in 2024 to USD 124.4 Billion by 2032, growing at a CAGR of 22.1% during the forecast period (2025-2032).

The global cloud-based contact center market is witnessing strengthened competition among major players. These players are adopting innovative strategies for improving customer experience and operational efficiency. For instance, Verizon has incorporated Google's Gemini AI assistant in 2024 due to which around a 40% increase in sales and allowed agents to deal with customer queries more efficiently. 'Hologic (United States) ', 'Fujifilm (Japan) ', 'Siemens Healthcare (Germany) ', 'Philips Healthcare (Netherlands) ', 'Toshiba Medical Systems (Japan) ', 'GE Healthcare (United States) ', 'Metaltronica (Italy) ', 'I.M.S. Srl (Italy) ', 'Konica Minolta Business Solutions India Private Limited (India) ', 'BMI Biomedical International SRL (Italy) ', 'Canon Inc. (Japan) ', 'Metaltronica SpA (Italy) ', 'Planmed Oy (Finland) ', 'General Medical Italia (Italy) ', 'Villa Systems Medical SpA (Italy) ', 'Analogic Corporation (United States) ', 'ScreenPoint Medical BV (Netherlands) ', 'Koning Corporation (United States) ', 'TomoWave Laboratories, Inc. (United States) ', 'Micrima Limited (United Kingdom)'

Increased demand for cloud-based contact centers has been driven by the growth of remote work and shifting customer service expectations. Companies now look for scalable and flexible solutions that enable customer service agents to work from anywhere. Cloud-based solutions provide hassle-free connectivity, customer data access, and centralized management without requiring physical infrastructure. This flexibility promotes business continuity, particularly during interruptions such as pandemics or natural disasters. In addition, it helps businesses access a talent pool on a global level, enhancing customer service quality and response times, thereby influencing the growth of the global cloud-based contact center market.

Is North America Leading the Global Cloud-Based Contact Center Market?