Report Ocean recently released a research report on the Contact Center as a Service Market, which covers the market’s historical growth, cost structure, revenue, trends, and potential prospects for the period 2023-2031. The report provides an extensive coverage of the market across various categories and includes a detailed analysis at the national level, along with an evaluation of the key drivers, restraints, trends, and opportunities in the market.
The global contact center as a service market size was US$ 4.1 billion in 2021. The global contact center as a service market is forecast to grow to US$ 16.2 billion by 2030, registering a compound annual growth rate (CAGR) of 15.1% during the forecast period from 2022 to 2030.
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Factors Influencing the Market
The increasing demand for the CCaaS model due to its affordable and flexible properties are forecast to benefit the global contact center as a service (CCaaS) market. The CCaaS platform enables rapid deployment of new features, channels, and functions, which will fuel the market’s growth in the coming years.
The increasing adoption of Machine Learning (ML) and Artificial Intelligence (AI) based technologies are forecast to offer ample growth opportunities for market growth. In addition, the increasing demand for advanced technologies in the contact centers is forecast to accelerate the growth of the global contact center as a service market.
The rising trend of remote-working will further bolster the growth of the global contact center as a service market. In addition, changing consumer demands will offer beneficial opportunities for the market players.
The increasing number of e-commerce platforms is forecast to accelerate the growth of the market. It has become essential for every business to maintain customer relationships. In addition, the launch of robust self-service bots and cutting-edge technologies such as AI, ML will help companies deliver efficient services. As a result, it will fuel the growth of the global contact center as a service market.
Increasing concerns over data security may hamper the growth of the contact center as a service market during the study period.
Regional Analysis
Asia-Pacific is forecast to hold the highest share in the global contact center as a service market. The growth of the region is attributed to several factors, such as the growing number of service centers and increasing demand for remote working. In addition, the growing e-commerce industry will benefit the regional contact center as a service market. Furthermore, the region is witnessing rapid digital transformation, which will fuel the growth of the regional contact center as a service market. Moreover, increasing demand for omnichannel service delivery and implementation of the latest technologies, such as AI, will bolster the growth of the market.
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COVID-19 Impact Analysis
The COVID-19 pandemic is forecast to have a positive impact on the global contact center as a service market. The CCaaS model enables working from a remote location. To effectively maintain the customer experience, businesses are increasingly adopting cloud-based solutions and encouraging work-from-home policies. Furthermore, the rise in online transactions and purchases during the COVID-19 crisis has increased the need for cloud-based solutions. As a result, the global contact center as a service market witnessed significant growth during the pandemic.
Competitors in the Market
- Alcatel Lucent Enterprise
- Avaya, Inc.
- Cisco Systems, Inc.
- Enghouse Interactive, Inc.
- Five9, Inc.
- Genesys
- Microsoft Corp.
- NICE inContact
- SAP SE
- Unify, Inc.
- Other prominent players
Market Segmentation
Solution Outlook
- Automatic Call Distribution
- Call Recording
- Computer Telephony Integration
- Customer Collaboration
- Dialer
- Interactive Voice Response
- Reporting & Analytics
- Workforce Optimization
- Others
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Service Outlook
- Integration & Deployment
- Support & Maintenance
- Training & Consulting
- Managed Services
Enterprise Size Outlook
- Large Enterprises
- Small & Medium Enterprises (SMEs)
- End-use Outlook
- BFSI
- Consumer Goods & Retail
- Government
- Healthcare
- IT & Telecom
- Travel & Hospitality
- Others
On the basis of Region
- North America
- The U.S.
- Canada
- Mexico
- Europe
- Western Europe
- The UK
- Germany
- France
- Italy
- Spain
- Rest of Western Europe
- Eastern Europe
- Poland
- Russia
- Rest of Eastern Europe
- Asia Pacific
- China
- India
- Japan
- Australia & New Zealand
- ASEAN
- Rest of Asia Pacific
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- Middle East & Africa (MEA)
- UAE
- Saudi Arabia
- South Africa
- Rest of MEA
- South America
- Brazil
- Argentina
- Rest of South America
Table of Content
Chapter 1: Global Contact Center as a Service Industry Overview
Chapter 3: Market Dynamics
Chapter 4: Top Company Profiles
Chapter 5: Global Contact Center as a Service market Competition, by Players
Chapter 6: Global Market Size by Regions
Chapter 7: Global Market Segment by Application
Chapter 8: Global Contact Center as a Service Industry Segment by Type
Chapter 9: Market Chain, Sourcing Strategy, and Downstream Buyers
Chapter 10: Strategies and key policies by Distributors/Suppliers/Traders
Chapter 11: Key Marketing Strategy Analysis, by Market Vendors
Chapter 12: Market Effect Factors Analysis
Chapter 13: Global Contact Center as a Service market Size Forecast (2023-2031).
Continue….
Reasons to Buy This Report
(A) The research provides valuable insights for top administration, policymakers, professionals, product advancements, sales managers, and stakeholders in the market. It helps them make informed decisions and strategize effectively.
(B) The report offers comprehensive analysis of Contact Center as a Service market revenues on a global, regional, and country level, projecting trends until 2031. This data allows companies to assess their market share, identify growth opportunities, and explore new markets.
(C) The research includes segmentation of the Contact Center as a Service market based on types, applications, technologies, and end-uses. This segmentation enables leaders to plan their products and allocate resources based on the expected growth rates of each segment.
(D) Analysis of the Contact Center as a Service market benefits investors by providing insights into market scope, position, key drivers, challenges, restraints, expansion opportunities, and potential threats. This information helps them make informed investment decisions.
(E) The report offers a detailed analysis of competitors, their key strategies, and market positioning. This knowledge allows businesses to better understand the competition and plan their own strategies accordingly.
(F) The study helps evaluate Contact Center as a Service business predictions by region, key countries, and top companies, providing valuable information for investment planning and decision-making.
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