Market Overview

Cloud telephony services are being used in routing customers to agents who resolve their queries. Rising customer expectations and rapid communications are expected augur its demand across call centers of various industries. The global cloud telephony services market uncovers niches and trends in cloud computing and its use in communications for the period of 2020 to 2027 (forecast period). The COVID-19 outbreak and its effect on the industry have been included in the report.

Cloud Telephony Services Market Size to hit USD 42.91 Billion by 2030, registering a 9.10% CAGR during the forecast period, 2022–2030

 

Cloud telephony, also known as cloud calling 1, is a type of unified communications as a service (UCaaS) that offers voice communication services through the internet instead of traditional phone lines 23. Cloud telephony streamlines business phone services, making them more accessible and cost-effective. With cloud telephony, businesses can easily scale their phone services, integrate with other applications, and access features like call recording, voicemail transcription, and more.

Cloud telephony operates on a cloud computing model 4, allowing businesses to access their phone services through the internet from anywhere in the world. Cloud telephony providers offer phone systems in which all telephony applications 4, data storage, and intelligent routing are managed and housed in the cloud. This helps businesses reduce costs, improve efficiencies, and enhance customer experience.

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Segmentation

The global cloud telephony services market is segmented based on deployment mode, organization size, network type, application, and industry vertical.

By deployment mode, the market is segmented into cloud and hosted.
By organization size, the market is segmented into large enterprises and small and medium-sized enterprises (SMEs).
By network type, the market is divided into public switched telephone network (PSTN) and voice over internet protocol (VoIP).
By application, the market is segmented into multi-level IVR, sales and marketing, conferencing, and customer relationship management.
By industry vertical, the market is segmented into education, IT and telecom, heatlhcare, BFSI, government, retail and consumer goods, and others.

Regional Analysis

By region, the market is segmented into North America, Europe, Asia Pacific (APAC), and Rest-of-the- World (RoW).

North America is presumed to have the largest market share in the global cloud telephony services market. The US, Canada, and Mexico are the leading countries in the region. The growth is attributed to the presence of major cloud telephony services solution vendors and advanced IT infrastructure to run enterprise applications and deliver services to the customers seamlessly. Asia-Pacific is anticipated to be the fastest growing region in the global cloud telephony services market over the forecast period. Increasing digitalization and adoption of cloud services to reduce operational costs are the key driving factors for the adoption of cloud telephony services solutions in the region.

Competitive Outlook

Exotel Techcom Pvt. Ltd., AVOXI, Broadsoft, LeadNXT, Cisco Systems, Inc., DIALPAD, MegaPath, Knowlarity Communications Pvt Ltd., Go 2 Market India Pvt. Ltd., and 8x8, Inc. are key players in the global cloud telephony services market.

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Table of Contents

1 Executive Summary

2 Scope of The Report

2.1 Market Definition

2.2 Scope of The Study

2.2.1 Research Objectives

2.2.2 Assumptions & Limitations

2.3 Market Structure

Continued…

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