The global contact center as a service market size is expected to reach USD 17.12 billion in 2030 and is projected to grow at a CAGR of 20.3% from 2025 to 2030, according to a new report by Grand View Research, Inc. The market growth can be attributed to the rising adoption of cloud-based contact center services by enterprises to offer better flexibility and customer convenience. Many organizations are adopting Business Intelligence (BI) technology, as it provides them with a holistic view of agent performance and helps measure how they are achieving organizational goals.
Businesses are widely adopting cloud-based contact centers owing to benefits such as reduced integration, support, and IT-related costs, which could help drive the growth of the Contact Center as a Service (CCaaS) market. Moreover, numerous players are developing cloud contact centers to enhance operational functionality and flexibility for users. For instance, in January 2021, Infosys announced the launch of the Infosys Cortex, a customer engagement platform that leverages the technology from Genesys, a cloud contact center solutions provider, along with Contact Center AI and analytics services from Google Cloud.
Numerous CCaaS providers are entering into partnerships with communication companies to deploy contact center software and expand their reach.For instance, in May 2023, BT, a U.K.-based telecommunications provider, and Five9, a leading intelligent CX Platform provider, announced an expanded partnership aimed at offering a wider range of contact center services and solutions to organizations worldwide. As part of this collaboration, BT will now provide the Five9 Intelligent CX Platform as a managed service to both new and existing customers. This offering aims to assist organizations in achieving full digitalization of their workplace by seamlessly integrating with their existing voice, unified communications, digital channels, and Customer Relationship Management (CRM) systems.
The COVID-19 pandemic is expected to have a positive impact on the market. As the pandemic situation continues, cloud-hosted contact centers are gaining more traction as it provides better levels of reliability, availability, and disaster recovery because agents can access the tools they need to perform the job from any place. Moreover, cloud-hosted contact centers provide better workforce elasticity for easily scalable solutions and faster deployment of new capabilities and technology solutions. However, the increasing concerns of data security are expected to hamper the market growth over the forecast period. CCaaS solutions handle huge data volumes and critical financial data of consumers, which could be at risk of malicious attacks.
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Contact Center as a Service Market Report Highlights
- The automatic call distribution segment held the largest share of 66.1% in 2024. The automatic call distribution solution is widely adopted in contact centers as it helps them handle a large volume of inbound calls
- The integration and deployment segment held the largest market share of 39.5% in 2024. Growing adoption of the cloud-based CCaaS to provide better flexibility and customer experience is expected to drive the segment growth over the forecast period
- The large enterprises segment dominated the market in 2024. Large enterprises have a customer base spread widely across the globe, and hence, to maintain business continuity efficiently, large enterprises are aggressively investing in advanced Contact Center as a Service (CCaaS) technology
- The BFSI segment dominated the market in 2024. The BFSI industry relies heavily on efficient and effective customer service to build trust and maintain customer satisfaction.
- The North America contact center as a service (CCaaS) industry held the largest share of 34.7% in 2024. One of the primary drivers of this growth in North America is the rapid integration of cloud technologies and artificial intelligence (AI) into contact center operations.
Research Methodology
We employ a comprehensive and iterative research methodology focused on minimizing deviance in order to provide the most accurate estimates and forecasts possible. We utilize a combination of bottom-up and top-down approaches for segmenting and estimating quantitative aspects of the market. Data is continuously filtered to ensure that only validated and authenticated sources are considered. In addition, data is also mined from a host of reports in our repository, as well as a number of reputed paid databases. Our market estimates and forecasts are derived through simulation models. A unique model is created and customized for each study. Gathered information for market dynamics, technology landscape, application development, and pricing trends are fed into the model and analyzed simultaneously.
About Grand View Research
Grand View Research provides syndicated as well as customized research reports and consulting services on 46 industries across 25 major countries worldwide. This U.S. based market research and consulting company is registered in California and headquartered in San Francisco. Comprising over 425 analysts and consultants, the company adds 1200+ market research reports to its extensive database each year. Supported by an interactive market intelligence platform, the team at Grand View Research guides Fortune 500 companies and prominent academic institutes in comprehending the global and regional business environment and carefully identifying future opportunities.
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Not too long ago, most contact center devices were mainly on-premise (like most other business software types) installations.
Cisco * also provides delivery solutions for cloud-based on-premise contact centres.Many organizations are either either holding on to on-premise implementations or considering implementing one.
This post will walk through the biggest benefits of transitioning to cloud-based contact center software to help you convince any on-prem stalwarts that cloud is the way to go.These benefits include: Reduced costsFaster implementationIncreased scalabilityGreater SecurityEase of Remote WorkingImproved Customer ExperiencesWhy Switch to a Cloud-based Contact Center Solution?Reduced CostsCost savings are one significant advantage of deploying a cloud-based contact centre.
Lack of these fees would help make cloud-based contact centers more accessible for companies of any scale.Faster implementationSince on-premise contact center software is built on local servers, complete installation and deployment can take months.
When your contact center continues to expand exponentially, or you have a sudden rise in inbound call volume, you can easily add additional seats.
To many businesses, it's not very practical to have the technological skills and resources required to keep their infrastructure secure.
Business Call Management system is an integrated system that routes your business calls through the telephonic system using some parameters, rules, and conditions.
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