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, 8×8 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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