Overview and Scope
Contact center as a service (CCaaS) enables customer service organizations to manage multichannel customer interactions. It is a framework that combines contact center hosting principles and cloud-based contact center infrastructure.
Sizing and Forecast
The contact center as a service (CCaaS) market size has grown rapidly in recent years. It will grow from $5.65 billion in 2023 to $6.7 billion in 2024 at a compound annual growth rate (CAGR) of 18.7%. The growth in the historic period can be attributed to early cloud adoption, industry adoption rates, regulatory compliance evolution, integration with legacy systems, market consolidation, remote work enablement.
The contact center as a service (CCaaS) market size is expected to see rapid growth in the next few years. It will grow to $13.46 billion in 2028 at a compound annual growth rate (CAGR) of 19.0%. The growth in the forecast period can be attributed to subscription-based models, evolving customer expectations, customization and personalization, rise in remote work, integration with corm systems. Major trends in the forecast period include AI-powered customer engagement, cloud adoption, omnichannel experience, analytics and insights, remote workforce enablement.
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Segmentation & Regional Insights
The contact center as a service (CCaaS) market covered in this report is segmented –
1) By Function: Automatic Call Distribution, Call Recording, Computer Telephony Integration, Customer Collaboration, Dialer, Interactive Voice Response, Reporting And Analytics, Workforce Optimization, Other Functions
2) By Enterprise Size: Large Enterprises, Small And Medium Enterprises (SMEs)
3) By Industry: BFSI, IT and Telecommunications, Government, Healthcare, Consumer Goods and Retail, Travel and Hospitality, Media and Entertainment, Other Industries
North America was the largest region in the contact center as a service (CCaaS) market in 2023. The regions covered in the contact center as a service (ccaas) market report are Asia-Pacific, Western Europe, Eastern Europe, North America, South America, Middle East, Africa.
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Major Driver Impacting Market Growth
The increasing number of internet users around the world is expected to propel the growth of the contact center as a service (CCaaS) market going forward. Internet users are those who actively participate in online communities or on the Internet. The Internet is a vast network of computer networks that provides access to information resources over a variety of private, public, commercial, academic, and governmental networks. Contact center as a service (CCaaS) helps companies and consumers to obtain and give information over the internet seamlessly. For instance, according to a report by the International Telecommunication Union (ITU), a United Nations specialized agency for matters related to information and communication technologies, during the COVID-19 pandemic, internet users climbed from 4.1 billion in 2019 to 4.9 billion in 2021. Therefore, the increasing number of internet users around the world is driving the growth of the contact center as a service (CCaaS) market.
Key Industry Players
Major companies operating in the contact center as a service (CCaaS) market report are Amazon.com Inc., Alphabet Inc., Microsoft Corporation, AT&T Inc., Accenture LLP, IBM Corporation, Cisco Systems Inc, Content Guru Limited, SAP SE, Capgemini, CenturyLink Inc., NICE Systems Ltd, Genesys, Alcatel Lucent Enterprise, Vonage Holdings Corp., Mitel Networks Corporation, Unify Inc, 8x8 Inc, NICE inContact, Zendesk Inc., Orcale Corporation, Talkdesk Inc, Anywhere365 Enterprise Dialogue Management, Liveops Inc., Evolve IP LLC, Enghouse Interactive Inc, 3CLogic, Computer Talk Technology Inc, Luware AG, Serenova, Intrado Corporation, Elevio, Vocalcom, Sharpen
The contact center as a service (ccaas) market report table of contents includes:
1. Executive Summary
2. Contact Center As A Service (CCaaS) Market Characteristics
3. Contact Center As A Service (CCaaS) Market Trends And Strategies
4. Contact Center As A Service (CCaaS) Market - Macro Economic Scenario
5. Global Contact Center As A Service (CCaaS) Market Size and Growth
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32. Global Contact Center As A Service (CCaaS) Market Competitive Benchmarking
33. Global Contact Center As A Service (CCaaS) Market Competitive Dashboard
34. Key Mergers And Acquisitions In The Contact Center As A Service (CCaaS) Market
35. Contact Center As A Service (CCaaS) Market Future Outlook and Potential Analysis
36. Appendix
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The global contact center-as-a-service (CCaaS) market is projected to grow with a high CAGR during the forecast period, i.e., 2021-2029 on account of the technological developments for enhancing customer experience.
As per the 2019 AI Index Report released by the Stanford Institute of Human-Centered Artificial Intelligence, the total private investment in artificial intelligence in 2019 was more than US$70 billion worldwide.The market is segmented by enterprise size into small & medium enterprises and large enterprises.
Among these segments, the large enterprises’ segment is anticipated to hold the largest share by the end of 2021 in the global contact center-as-a-service (CCaaS) market as a result of the acquisition of advanced technologies at a quicker pace.
On the basis of end-user, the market is segmented into BFSI, telecom & IT, healthcare, government, retail & consumer goods, and others.On the basis of region, the market is segmented into North America, Europe, Asia Pacific, Latin America, and the Middle East & Africa, out of which, the global contact center-as-a-service (CCaaS) market in the Asia Pacific is projected to grow at the highest CAGR throughout the forecast period.
This can be attributed to the presence of leading technology providers in the region, especially in the United States, who are extensively involved in the improving customer experiences through faster technology upgradation.Technological developments for enhancing customer experience and Decrease in Operating Costs Post-CCaaS Adoption to Drive Market GrowthAs estimated in a research, around 4.93 billion people have internet access worldwide which constitute 63.2% of global population.Access to internet is one of the most predominant factor for customers’ willingness to adopt new technologies.
It has been observed that the number of e-mails sent per day globally are increasing enormously.
Contact Center as a Service Market provide short term- and long-term growth, based on an in-depth study of the numerous growth variables that are influencing and will continue to shape the market's performance.
To provide a fact-based assessment, the study focuses on both direct and indirect causes, as well as positive and negative factors.The Contact Center as a Service Market Report is well-known for its accuracy and factual numbers, as it includes a succinct graphical representation, tables, and figures that show a clear picture of the product's development and market performance over the previous several years.COVID-19 impact:Millions of people have been infected with the new Coronavirus, and all major industries have been seriously hit, with the exception of medical supplies and life support products.
Get a Sample PDF of the Report at : Request Free Sample Report The Contact Center as a Service Market analysis covers key dynamic sectors that are driving growing US dollar demand, such as end-user markets, corporate dimensions, and consumer dynamics.
The market research report on Contact Center as a Service Market gives a thorough description of the industry, including execution, definitions, ratings, and the appropriate structure of the industry chain.
An international business evaluation that incorporates emerging market perspectives, ongoing developments, competitive landscape analyses, and development in important areas.
In the Contact Center as a Service Market review, the majority of the products utilised a precise deployment.
