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Global Contact Centre as a Service Market Research Report: Forecast (2023-2028)

By Component (Solution Type, Services Type), By Organization Size (Small & Medium, Large), By Deployment Mode (Public Cloud, Private Cloud, Hybrid Cloud), By End Users (Banking & F......inancial Services & Insurance, Government Agencies, Healthcare, Retail & Ecommerce, IT & Telecommunication, Manufacturing, Media & Entertainment, Tourism & Hospitality, Others), By Region North America, South America, Europe, The Middle East & Africa, Asia-Pacific, By Company (Genesys Telecommunication Laboratories, Nice System Ltd., Talk Desk Inc., 8X8 Inc., Enghouse Interactive, Luware AG, Evolve IP LLC, Cisco Systems, Alcatel Lucent Enterprises, Microsoft Corporation, Five9 Inc., Avaya Inc., Anywhere365, Zen Desk, Mitel Network Corp., Others,) Read more

ICT & Electronics
Sep 2023
Pages 198
Report Format: PDF, Excel, PPT

Market Definition

Contact Centre-as-a-Service (CCaaS) is a cloud-based solution used by customer service departments to handle multichannel customer interactions from both a customer-experience & employee-experience perspective. It provides a range of services, including AI-generated calls, Interactive Voice Recording, Security & Fraud Detection Services, etc. It is the most preferred technology among numerous companies as it reduces the need for internal IT support.

Market Insights & Analysis: Global Contact Center as a Service Market (2023-28):

The Global Contact Center as a Service Market size was valued USD 4.57 Billion in 2022 and is estimated to grow at a CAGR of about 15.6% during the forecast period, i.e., 2023-28. The primary factor that is leading to the growth of the market is the desire for scalability & improved operational capabilities that most of the businesses such as e-commerce, digital banking, etc. are looking for. These businesses generally deal with large volumes of inbound calls to look after customer grievances. Thus, large-scale enterprises operating in several verticals generate the demand for CCaaS.

Along with it, most of the service-based companies, like Alibaba, Big Commerce, Amazon, etc., focus a lot on quality after-sales services to improve customer retention rates. These companies engage with CCaaS solution providers so that the cost of maintaining a dedicated IT team can be eliminated and operational efficiency can be achieved by automating the entire process.

Report Coverage	Details
Study Period	Historical Data: 2018-21
	Base Year: 2022
	Forecast Period: 2023-28
CAGR (2023-2028)	15.6%
Regions Covered	North America: US, Canada
	Europe: Germany, The UK, France, Spain, Italy, Rest of Europe
	Asia-Pacific: China, India, Japan, South Korea, Australia, Rest of Asia-Pacific
	South America: Brazil, Rest of South America
	Middle East & Africa: UAE, Saudi Arabia, South Africa, Rest of MEA
Key Companies Profiled	Genesys Telecommunication Laboratories, Nice System Ltd., Talk Desk Inc., 8X8 Inc., Enghouse Interactive, Luware AG, Evolve IP LLC, Cisco Systems, Alcatel Lucent Enterprises, Microsoft Corporation, Five9 Inc., Avaya Inc., Anywhere365, Zen Desk, Mitel Network Corp., Others
Market Value (2022)	USD 4.57 Billion

Additionally, the technological advancements within the CCaaS services, like the integration of AI and the use of voice bots & chatbots, among others, have improved the overall customer service quality. By using these advanced technologies, companies can provide personalized & faster assistance to their customers. Thus, to improve their customer engagement, organizations are shifting towards hiring out CCaaS services from companies like Five9, Cisco, etc. This, in turn, is positively impacting the global Contact Centre-as-a-Service Market.

Furthermore, in the coming years, the market is projected to grow, owing to the rise in startups in the field of edtech, fintech, e-commerce, etc. These new businesses are projected to work in close collaboration with CCaaS solution providers to fully automate customer engagement projects & lead to the development of the Global Contact Center as a Service Market during 2023-2208.

Global Contact Center as a Service (CCaaS) Market Driver:

Growing Use of Interactive Voice Response (IVR) Calling Solutions Among Companies – Over the past years, technological advancement & the shift toward digitalization have enabled several companies & service-providing agencies like banks, government authorities, delivery providers, etc., to expand their operations via online platforms. This has allowed these entities to improve their overall service offering & customer retention capacity.

Global Contact Center as a Service Market Research Report (2023-2028) - Table of Contents

Marker Segmentation
Introduction
1. Market Definition
2. Research Process
3. Assumptions
Executive Summary
Global Center-as-a-Service Case Studies Analysis
Global Contact Center as a Service Market Start-Up Ecosystem, 2018-2023
1. Entrepreneurial Activity
2. Year-on-Year Funding Received
3. Funding Received by Top Companies
4. Key Investors Active in the Market
5. Series Wise Funding Received
  1. Seed Funding
  2. Angel Investing
  3. Venture Capitalist (VC) Funding
  4. Others
Global Center-as-a-Service Market Pricing Analysis
Global Contact Center as a Service Market Trends & Insights
Global Contact Center as a Service Market Dynamics
1. Drivers
2. Challenges
Global Contact Center as a Service Market Regulations & Policy
Global Contact Center as a Service Market Hotspots & Opportunities
Global Contact Center as a Service Market Outlook, 2018-2028
1. Market Size & Analysis
  1. By Revenue in USD Million
2. Market Share & Analysis
  1. By Component
    1. Solution Type
      1. Automated Call Distribution- Market Size & Forecast 2018-2028F, USD Million
      2. Computer Telephony Integration (CTI)- Market Size & Forecast 2018-2028F, USD Million
      3. Reporting & Analytics- Market Size & Forecast 2018-2028F, USD Million
      4. Interactive Voice Response (IVR)- Market Size & Forecast 2018-2028F, USD Million
      5. Customer Collaborations- Market Size & Forecast 2018-2028F, USD Million
      6. Workforce Optimization- Market Size & Forecast 2018-2028F, USD Million
      7. Others (Recording, Dialer, etc.)- Market Size & Forecast 2018-2028F, USD Million
    2. Services Type
      1. Integration & Deployment- Market Size & Forecast 2018-2028F, USD Million
      2. Support & Maintenance- Market Size & Forecast 2018-2028F, USD Million
      3. Training & Consulting - Market Size & Forecast 2018-2028F, USD Million
  2. By Organization Size
    1. Small & Medium- Market Size & Forecast 2018-2028F, USD Million
    2. Large- Market Size & Forecast 2018-2028F, USD Million
  3. By Deployment Mode
    1. Public Cloud- Market Size & Forecast 2018-2028F, USD Million
    2. Private Cloud- Market Size & Forecast 2018-2028F, USD Million
    3. Hybrid Cloud- Market Size & Forecast 2018-2028F, USD Million
  4. By End Users
    1. Banking & Financial Services & Insurance- Market Size & Forecast 2018-2028F, USD Million
    2. Government Agencies- Market Size & Forecast 2018-2028F, USD Million
    3. Healthcare- Market Size & Forecast 2018-2028F, USD Million
    4. Retail & Ecommerce- Market Size & Forecast 2018-2028F, USD Million
    5. IT & Telecommunication- Market Size & Forecast 2018-2028F, USD Million
    6. Manufacturing- Market Size & Forecast 2018-2028F, USD Million
    7. Media & Entertainment-Market Size & Forecast 2018-2028F, USD Million
    8. Tourism & Hospitality-Market Size & Forecast 2018-2028F, USD Million
    9. Others (Education Institutions, Energy & Utility, etc.)
  5. By Region
    1. North America
    2. South America
    3. Europe
    4. The Middle East & Africa
    5. Asia-Pacific
  6. By Company
    1. Competition Characteristics
    2. Market Share of Leading Companies
North America Contact Center as a Service Market Outlook, 2018-2028F
1. Market Size & Analysis
  1. By Revenues (USD Million)
Market Share & Analysis
1. By Component- Market Size & Forecast 2018-2028F, USD Million
2. By Organization Size- Market Size & Forecast 2018-2028F, USD Million
3. By End User- Market Size & Forecast 2018-2028F, USD Million
4. By Country
  1. The US
  2. Canada
The US Contact Center as a Service Market Outlook, 2018-2028F
1. Market Size & Analysis
  1. By Revenues (USD Million)
2. Market Share & Analysis
  1. By Component- Market Size & Forecast 2018-2028F, USD Million
  2. By End Users- Market Size & Forecast 2018-2028F, USD Million
Canada Contact Center as a Service Market Outlook, 2018-2028F
1. Market Size & Analysis
  1. By Revenues (USD Million)
2. Market Share & Analysis
  1. By Component- Market Size & Forecast 2018-2028F, USD Million
  2. By End Users- Market Size & Forecast 2018-2028F, USD Million
South America Contact Center as a Service Market Outlook, 2018-2028F
1. Market Size & Analysis
  1. By Revenues (USD Million)
2. Market Share & Analysis
  1. By Component- Market Size & Forecast 2018-2028F, USD Million
  2. By Organization Size- Market Size & Forecast 2018-2028F, USD Million
  3. By End User- Market Size & Forecast 2018-2028F, USD Million
  4. By Country
    1. Brazil
    2. Rest of South America
3. Brazil Contact Center as a Service Market Outlook, 2018-2028F
  1. Market Size & Analysis
    1. By Revenues (USD Million)
  2. Market Share & Analysis
    1. By Component- Market Size & Forecast 2018-2028F, USD Million
    2. By End Users- Market Size & Forecast 2018-2028F, USD Million
Europe Contact Center as a Service Market Outlook, 2018-2028F
1. Market Size & Analysis
  1. By Revenues (USD Million)
2. Market Share & Analysis
  1. By Component- Market Size & Forecast 2018-2028F, USD Million
  2. By Organization Size- Market Size & Forecast 2018-2028F, USD Million
  3. By End User- Market Size & Forecast 2018-2028F, USD Million
  4. By Country
    1. Germany
    2. The UK
    3. France
    4. Italy
    5. Spain
    6. Rest of Europe
3. Germany Contact Center as a Service Market Outlook, 2018-2028F
  1. Market Size & Analysis
    1. By Revenues (USD Million)
  2. Market Share & Analysis
    1. By Component- Market Size & Forecast 2018-2028F, USD Million
    2. By End Users- Market Size & Forecast 2018-2028F, USD Million
4. The UK Contact Center as a Service Market Outlook, 2018-2028F
  1. Market Size & Analysis
    1. By Revenues (USD Million)
  2. Market Share & Analysis
    1. By Component- Market Size & Forecast 2018-2028F, USD Million
    2. By End Users- Market Size & Forecast 2018-2028F, USD Million
5. France Contact Center as a Service Market Outlook, 2018-2028F
  1. Market Size & Analysis
    1. By Revenues (USD Million)
  2. Market Share & Analysis
    1. By Platform- Market Size & Forecast 2018-2028F, USD Million
    2. By End Users- Market Size & Forecast 2018-2028F, USD Million
6. Italy Contact Center as a Service Market Outlook, 2018-2028F
  1. Market Size & Analysis
    1. By Revenues (USD Million)
  2. Market Share & Analysis
    1. By Component- Market Size & Forecast 2018-2028F, USD Million
    2. By End Users- Market Size & Forecast 2018-2028F, USD Million
7. Spain Contact Center as a Service Market Outlook, 2018-2028F
  1. Market Size & Analysis
    1. By Revenues (USD Million)
  2. Market Share & Analysis
    1. By Component- Market Size & Forecast 2018-2028F, USD Million
    2. By End Users- Market Size & Forecast 2018-2028F, USD Million
The Middle East & Africa Contact Center as a Service Market Outlook, 2018-2028F
1. Market Size & Analysis
  1. By Revenues (USD Million)
2. Market Share & Analysis
  1. By Component- Market Size & Forecast 2018-2028F, USD Million
  2. By Organization Size- Market Size & Forecast 2018-2028F, USD Million
  3. By End User- Market Size & Forecast 2018-2028F, USD Million
  4. By Country
    1. The UAE
    2. Saudi Arabia
    3. South Africa
    4. Rest of The Middle East & Africa
3. The UAE Contact Center as a Service Market Outlook, 2018-2028F
  1. Market Size & Analysis
    1. By Revenues (USD Million)
  2. Market Share & Analysis
    1. By Component- Market Size & Forecast 2018-2028F, USD Million
    2. By End Users- Market Size & Forecast 2018-2028F, USD Million
4. Saudi Arabia Contact Center as a Service Market Outlook, 2018-2028F
  1. Market Size & Analysis
    1. By Revenues (USD Million)
  2. Market Share & Analysis
    1. By Component- Market Size & Forecast 2018-2028F, USD Million
    2. By End Users- Market Size & Forecast 2018-2028F, USD Million
5. South Africa Contact Center as a Service Market Outlook, 2018-2028F
  1. Market Size & Analysis
    1. By Revenues (USD Million)
  2. Market Share & Analysis
    1. By Component- Market Size & Forecast 2018-2028F, USD Million
    2. By End Users- Market Size & Forecast 2018-2028F, USD Million
Asia-Pacific Contact Center as a Service Market Outlook, 2018-2028F
1. Market Size & Analysis
  1. By Revenues (USD Million)
2. Market Share & Analysis
  1. By Component- Market Size & Forecast 2018-2028F, USD Million
  2. By Organization Size- Market Size & Forecast 2018-2028F, USD Million
  3. By End User- Market Size & Forecast 2018-2028F, USD Million
  4. By Country
    1. China
    2. Japan
    3. India
    4. South Korea
    5. Australia
    6. Rest of Asia-Pacific
3. China Contact Center as a Service Market Outlook, 2018-2028F
  1. Market Size & Analysis
    1. By Revenues (USD Million)
  2. Market Share & Analysis
    1. By Component- Market Size & Forecast 2018-2028F, USD Million
    2. By End Users- Market Size & Forecast 2018-2028F, USD Million
4. Japan Contact Center as a Service Market Outlook, 2018-2028F
  1. Market Size & Analysis
    1. By Revenues (USD Million)
  2. Market Share & Analysis
    1. By Component- Market Size & Forecast 2018-2028F, USD Million
    2. By End Users- Market Size & Forecast 2018-2028F, USD Million
5. India Contact Center as a Service Market Outlook, 2018-2028F
  1. Market Size & Analysis
    1. By Revenues (USD Million)
  2. Market Share & Analysis
    1. By Component- Market Size & Forecast 2018-2028F, USD Million
    2. By End Users- Market Size & Forecast 2018-2028F, USD Million
6. South Korea Contact Center as a Service Market Outlook, 2018-2028F
  1. Market Size & Analysis
    1. By Revenues (USD Million)
  2. Market Share & Analysis
    1. By Component- Market Size & Forecast 2018-2028F, USD Million
    2. By End Users- Market Size & Forecast 2018-2028F, USD Million
7. Australia Contact Center as a Service Market Outlook, 2018-2028F
  1. Market Size & Analysis
    1. By Revenues (USD Million)
  2. Market Share & Analysis
    1. By Component- Market Size & Forecast 2018-2028F, USD Million
    2. By End Users- Market Size & Forecast 2018-2028F, USD Million
Global Contact Center as a Service Market Key Strategic Imperatives for Growth & Success
Competition Outlook
1. Company Profiles
  1. Genesys Telecommunication Laboratories
    1. Business Description
    2. Product Portfolio
    3. Strategic Alliances or Partnerships
    4. Recent Developments
    5. Financial Details
    6. Others
  2. Nice System Ltd.
    1. Business Description
    2. Product Portfolio
    3. Strategic Alliances or Partnerships
    4. Recent Developments
    5. Financial Details
    6. Others
  3. Talk Desk Inc.
    1. Business Description
    2. Product Portfolio
    3. Strategic Alliances or Partnerships
    4. Recent Developments
    5. Financial Details
    6. Others
  4. 8X8 Inc.
    1. Business Description
    2. Product Portfolio
    3. Strategic Alliances or Partnerships
    4. Recent Developments
    5. Financial Details
    6. Others
  5. Enghouse Interactive
    1. Business Description
    2. Product Portfolio
    3. Strategic Alliances or Partnerships
    4. Recent Developments
    5. Financial Details
    6. Others
  6. Luware AG
    1. Business Description
    2. Product Portfolio
    3. Strategic Alliances or Partnerships
    4. Recent Developments
    5. Financial Details
    6. Others
  7. Evolve IP LLC.
    1. Business Description
    2. Product Portfolio
    3. Strategic Alliances or Partnerships
    4. Recent Developments
    5. Financial Details
    6. Others
  8. Cisco Systems
    1. Business Description
    2. Product Portfolio
    3. Strategic Alliances or Partnerships
    4. Recent Developments
    5. Financial Details
    6. Others
  9. Alcatel Lucent Enterprises
    1. Business Description
    2. Product Portfolio
    3. Strategic Alliances or Partnerships
    4. Recent Developments
    5. Financial Details
    6. Others
  10. Microsoft Corporation
    1. Business Description
    2. Product Portfolio
    3. Strategic Alliances or Partnerships
    4. Recent Developments
    5. Financial Details
    6. Others
  11. Five9 Inc.
    1. Business Description
    2. Product Portfolio
    3. Strategic Alliances or Partnerships
    4. Recent Developments
    5. Financial Details
    6. Others
  12. Avaya Inc.
    1. Business Description
    2. Product Portfolio
    3. Strategic Alliances or Partnerships
    4. Recent Developments
    5. Financial Details
    6. Others
  13. Anywhere365
    1. Business Description
    2. Product Portfolio
    3. Strategic Alliances or Partnerships
    4. Recent Developments
    5. Financial Details
    6. Others
  14. Zen Desk
    1. Business Description
    2. Product Portfolio
    3. Strategic Alliances or Partnerships
    4. Recent Developments
    5. Financial Details
    6. Others
  15. Mitel Network Corporation
    1. Business Description
    2. Product Portfolio
    3. Strategic Alliances or Partnerships
    4. Recent Developments
    5. Financial Details
    6. Others
  16. Others
Disclaimer

MarkNtel Advisors follows a robust and iterative research methodology designed to ensure maximum accuracy and minimize deviation in market estimates and forecasts. Our approach combines both bottom-up and top-down techniques to effectively segment and quantify various aspects of the market. A consistent feature across all our research reports is data triangulation, which examines the market from three distinct perspectives to validate findings. Key components of our research process include:

1. Scope & Research Design At the outset, MarkNtel Advisors define the research objectives and formulate pertinent questions. This phase involves determining the type of research—qualitative or quantitative—and designing a methodology that outlines data collection methods, target demographics, and analytical tools. They also establish timelines and budgets to ensure the research aligns with client goals.

2. Sample Selection and Data Collection In this stage, the firm identifies the target audience and determines the appropriate sample size to ensure representativeness. They employ various sampling methods, such as random or stratified sampling, based on the research objectives. Data collection is carried out using tools like surveys, interviews, and observations, ensuring the gathered data is reliable and relevant.

3. Data Analysis and Validation Once data is collected, MarkNtel Advisors undertake a rigorous analysis process. This includes cleaning the data to remove inconsistencies, employing statistical software for quantitative analysis, and thematic analysis for qualitative data. Validation steps are taken to ensure the accuracy and reliability of the findings, minimizing biases and errors.

4. Data Forecast and FinalizationThe final phase involves forecasting future market trends based on the analyzed data. MarkNtel Advisors utilize predictive modeling and time series analysis to anticipate market behaviors. The insights are then compiled into comprehensive reports, featuring visual aids like charts and graphs, and include strategic recommendations to inform client decision-making

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