The Contact Center As A Service CCaaS Global Market Report 2023 by The Business Research Company, provides contact center as a service (ccaas) market overview across 60+ geographies in the seven regions – Asia-Pacific, Western Europe, Eastern Europe, North America, South America, Middle East, Africa for the 27 major global industries. The report covers a ten-year historic period – 2010-2021, and a ten-year forecast period – 2023-2032
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According to The Business Research Company’s Contact Center As A Service CCaaS Global Market Report 2023, the market size is expected to grow from $4.74 billion in 2022 to $5.63 billion in 2023 at a compound annual growth rate (CAGR) of 18.8%. The Russia-Ukraine war disrupted the chances of global economic recovery from the COVID-19 pandemic, at least in the short term. The war between these two countries has led to economic sanctions on multiple countries, surge in commodity prices, and supply chain disruptions, causing inflation across goods and services effecting many markets across the globe. The market size of the contact center as a service (CCaaS) market is expected to grow to $10.99 billion in 2027 at a CAGR of 18.2%.
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.
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The contact center as a service (ccaas) market 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
AI voice of the customer solution is a key trend gaining popularity in the contact center as a service (CCaaS). Voice of the Customer (VoC) powered by artificial intelligence (AI) uses AI to effectively deliver customer and citizen insights to the enterprise via all channels. It offers a comprehensive yet detailed view of public opinion and emotion and enable key companies to gain a competitive edge in the market. For instance, in July 2021, the most recent AI voice of the customer solution from Israel-based contact center software company, NICE Systems, which blends artificial intelligence with NICE satmetrix voice of the customer, was released. With the help of this technology, costly follow-up calls and client turnover are reduced to a minimum.
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. Contact Center As A Service (CCaaS) Market Size And Growth
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26. Africa Contact Center As A Service (CCaaS) Market
27. Contact Center As A Service (CCaaS) Market Competitive Landscape And Company Profiles
28. Key Mergers And Acquisitions In The Contact Center As A Service (CCaaS) Market
29. Contact Center As A Service (CCaaS) Market Future Outlook and Potential Analysis
30. Appendix
Top Major Players:
- Cisco Systems Inc
- Alcatel Lucent Enterprise
- Enghouse Interactive Inc
- Microsoft Corporation
- SAP SE
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