As companies continue transitioning their contact centers to the cloud, legacy infrastructures fail to support newer channels such as social media and chatbots. This helps fuel explosive growth in the cloud-based contact center market, which is expected to grow 25% by 2025, according to a new analyst report.
Mordor Intelligence predicts the cloud-based contact center market will hit $49 billion in the next five years. In 2019, the market was valued at $13 billion.