Contact Center as a Service Market

Contact center as a service (CCaaS) solutions offer similar functional capabilities to those of on-premises contact center infrastructure, but there are key differences. With CCaaS, connectivity to other cloud-based applications may be easier, consumption is paid for via monthly subscription, and there is a stronger focus on service capabilities. Functions and abilities that organizations consider when reviewing their contact center requirements include: ? Automatic call distribution (ACD) and interactive voice response (IVR). ? Universal routing and queuing of voice and internet channels ? A chatbot capability to support self-service and assisted-service interactions and transactions. ? Proactive contact, including outbound dialing and SMS, as well as push text and email notifications. ? Access to customer data ? Support for virtual operations, remote agents and subject matter expets ? Customer relationship tracking, management applications and operational support applications.

Contact Center as a Service Market contains market size and forecasts of Contact Center as a Service in Global, including the following market information:

Global Contact Center as a Service Market Revenue, 2017-2022, 2023-2028, ($ millions)

Global top five companies in 2021 (%)

The global Contact Center as a Service market was valued at million in 2021 and is projected to reach US$ million by 2028, at a CAGR of % during the forecast period.

The U.S. Market is Estimated at $ Million in 2021, While China is Forecast to Reach $ Million by 2028.

Onshore Outsourcing Segment to Reach $ Million by 2028, with a % CAGR in next six years.

The global key manufacturers of Contact Center as a Service include Five9, inContact, Talkdesk, Genesys, 8x8, NewVoiceMedia, Serenova, Connect First and Noble Systems, etc. In 2021, the global top five players have a share approximately % in terms of revenue.

We surveyed the Contact Center as a Service companies, and industry experts on this industry, involving the revenue, demand, product type, recent developments and plans, industry trends, drivers, challenges, obstacles, and potential risks.

Total Market by Segment:

Global Contact Center as a Service Market, by Type, 2017-2022, 2023-2028 ($ millions)

Global Contact Center as a Service Market Segment Percentages, by Type, 2021 (%)

• Onshore Outsourcing
• Offshore Outsourcing

Global Contact Center as a Service Market, by Application, 2017-2022, 2023-2028 ($ millions)

Global Contact Center as a Service Market Segment Percentages, by Application, 2021 (%)

• Telecom & IT
• BFSI
• Healthcare & Life Sciences
• Government & Public
• Retail & Consumer Goods
• Others

Global Contact Center as a Service Market, By Region and Country, 2017-2022, 2023-2028 ($ Millions)

Global Contact Center as a Service Market Segment Percentages, By Region and Country, 2021 (%)

• North America
• US
• Canada
• Mexico
• Europe
• Germany
• France
• U.K.
• Italy
• Russia
• Nordic Countries
• Benelux
• Rest of Europe
• Asia
• China
• Japan
• South Korea
• Southeast Asia
• India
• Rest of Asia
• South America
• Brazil
• Argentina
• Rest of South America
• Middle East & Africa
• Turkey
• Israel
• Saudi Arabia
• UAE
• Rest of Middle East & Africa

Competitor Analysis

The report also provides analysis of leading market participants including:

• Key companies Contact Center as a Service revenues in global market, 2017-2022 (estimated), ($ millions)
• Key companies Contact Center as a Service revenues share in global market, 2021 (%)

Further, the report presents profiles of competitors in the market, key players include:

• Five9
• inContact
• Talkdesk
• Genesys
• 8x8
• NewVoiceMedia
• Serenova
• Connect First
• Noble Systems
• Cisco (BroadSoft)
• Evolve IP
• Nuance
• Talkdesk
• Genesys
• NewVoiceMedia
• Content Guru
• Puzzel (Intelecom)
• Orange Business
• Services
• Capgemini
• BT