Global Contact Center as a Service (CCaaS) Market is valued approximately USD $$million in 2021 and is anticipated to grow with a healthy growth rate of more than $$% over the forecast period 2022-2028.
The Contact Center as a Service (CCaaS) refers to Cloud based customer experience solutions. CCaas enables companies to utilize a contact center vendor’s software. The CCaas model allows business to purchase only the technology they need, which reduces the need for internal IT support. The growing cloud services market worldwide, and rising adoption of API based contact centers as well as strategic initiatives from leading market players are factors that are accelerating the global market demand. For instance, according to Statista – in 2019, the global market for cloud services was estimated at USD 152.11 billion, and it further increased to USD 172.11 billion in 2021.
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Furthermore, leading market players are coming up with new innovative solutions to leverage the growing demand for Contact Center as a Service (CCaaS) solutions. For instance, in March 2022, Google launched its new Google Cloud Contact Center AI Platform. This new platform offers an out-of-box, end-to-end solution for the contact center and brings together AI, cloud scalability, multi-experience capabilities and CRM integrations. Moreover, in July 2022, Microsoft launched its new Digital Contact Center Platform.
This new Digital Contact Center Platform combines audio, video, and chat services from a range of products, such as Dynamics 365, Microsoft Teams, Azure, and Nuance AI. Also, growing emergence of remote working trend coupled with rising digitalization across different industries are anticipated to act as a catalyzing factor for the market demand during the forecast period. However, rising concern over data breaches and high deployment cost associated with CCAS impede the growth of the market over the forecast period of 2022-2028.
The key regions considered for the global Contact Center as a Service (CCaaS) Market study include Asia Pacific, North America, Europe, Latin America, and the Rest of the World. North America is the leading region across the world in terms of market share owing to the growing adoption of cloud-based services and presence of leading market players in the region. Whereas, Asia Pacific is anticipated to exhibit a significant growth rate over the forecast period 2022-2028. Factors such as the thriving growth of industrial automation as well as growing e-commerce sector, would create lucrative growth prospects for the global Contact Center as a Service (CCaaS) Market across the Asia Pacific region.
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Major market players included in this report are:
AT&T Inc.
Cisco Systems
Microsoft Corporation
Accenture LLP
Amazon.com Inc. (AWS)
IBM Corporation
Alphabet Inc. (Google Corporation)
Unify Inc.
Five9, Inc.
Avaya, Inc.
The objective of the study is to define market sizes of different segments & countries in recent years and to forecast the values to the coming eight years. The report is designed to incorporate both qualitative and quantitative aspects of the industry within each of the regions and countries involved in the study. Furthermore, the report also caters the detailed information about the crucial aspects such as driving factors & challenges which will define the future growth of the market. Additionally, the report shall also incorporate available opportunities in micro markets for stakeholders to invest along with the detailed analysis of competitive landscape and product offerings of key players. The detailed segments and sub-segment of the market are explained below:
By Offering
Solutions
Services
By Organization Size
Large Enterprise
SME’s
By End Use Industry
BFSI
IT and Telecommunications
Government
Media and Entertainment
Healthcare
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By Region:
North America
U.S.
Canada
Europe
UK
Germany
France
Spain
Italy
ROE
Asia Pacific
China
India
Japan
Australia
South Korea
RoAPAC
Latin America
Brazil
Mexico
Rest of the World
Table of Content:
- Report Overview
- Global Growth Trends
- Competition Landscape by Key Players
- Data Segments
- North America Market Analysis
- Europe Market Analysis
- Asia-Pacific Market Analysis
- Latin America Market Analysis
- Middle East & Africa Market Analysis
- Key Players Profiles Market Analysis
- Analysts Viewpoints/Conclusions
- Appendix
Here is an overview of the different factual statements covered by the study:
- The learn about consists of an area that breaks down strategic traits for the primary gamers in present and upcoming R&D, new product launches, collaborations, regional expansion, and mergers & acquisitions.
- The lookup focuses on essential market traits such as revenue, product cost, potential and utilization rates, import/export rates, supply/demand figures, market share and CAGR.
- The learn about is a series of analyzed records and a variety of barrels of house bought via a mixture of analytical equipment and an inside look up process.
- The Market can be divided into 4 areas in accordance to the regional breakdown: North American Markets, European Markets, Asian Markets and Rest of the World.
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