Contact Center as a Service Market Research Reportβ€”Global Forecast till 2030

Contact Center as a Service Market Research Report: Information by Function (Automatic Call Distribution, Call Recording, Computer Telephony Integration, Customer Collaboration, Dialer, Interactive Voice Response, Reporting & Analytics, Workforce Optimization, Others), Enterprise Size (Small and Medium-Sized Enterprises (SMEs), Large Enterprises), Industry (BFSI, Consumer Goods & Retail, Government, Healthcare, IT & Telecom, Travel & Hospitality, Others), and Region (North America, Europe, Asia-Pacific, South America, and Middle East & ...

ID: MRFR/ICT/9290-HCR | August 2022 | Region: Global | 100 Pages         

TABLE OF CONTENTS

1. EXECUTIVE SUMMARY

1.1. Market Attractiveness Analysis

1.1.1. Global Contact Center as A Service Market, by Function

1.1.2. Global Contact Center as A Service Market, by Enterprise Size

1.1.3. Global Contact Center as A Service Market, by Industry

1.1.4. Global Contact Center as A Service Market, by Region

2. MARKET INTRODUCTION

2.1. Definition

2.2. Scope of the Study

2.3. Market Structure

3. RESEARCH METHODOLOGY

3.1. Research Process

3.2. Primary Research

3.3. Secondary Research

3.4. Market Size Estimation

3.5. List of Assumptions

4. MARKET DYNAMICS

4.1. Introduction

4.2. Drivers

4.2.1. Increasing need to improve customer experience

4.2.2. Reduction in operational costs post CCaaS adoption

4.2.3. Drivers Impact Analysis

4.3. Restraints

4.3.1. Increasing concerns of data security issues

4.3.2. Restraints Impact Analysis

4.4. Opportunities

4.4.1. Dynamic customer demands for robust self-service interactions

4.5. Impact of COVID-19

4.5.1. Impact on Overall Market

4.5.2. Impact On End-Use Industry Verticals

4.5.3. Covid-19 Impact on Supply Chain

5. MARKET FACTOR ANALYSIS

5.1. Value Chain Analysis/Supply Chain Analysis

5.2. Porter’s Five Forces Model

5.2.1. Bargaining Power of Suppliers

5.2.2. Bargaining Power of Buyers

5.2.3. Threat of New Entrants

5.2.4. Threat of Substitutes

5.2.5. Intensity of Rivalry

6. GLOBAL CONTACT CENTER AS A SERVICE MARKET, BY FUNCTION

6.1. Introduction

6.2. Automatic Call Distribution

6.3. Call Recording

6.4. Computer Telephony Integration

6.5. Customer Collaboration

6.6. Dialer

6.7. Interactive Voice Response

6.8. Reporting & Analytics

6.9. Workforce Optimization

6.10. Others

7. GLOBAL CONTACT CENTER AS A SERVICE MARKET, BY ENTERPRISE SIZE

7.1. Introduction

7.2. Large Enterprises

7.3. Small & Medium Enterprises (SMEs)

8. GLOBAL CONTACT CENTER AS A SERVICE MARKET, BY INDUSTRY

8.1. Introduction

8.2. BFSI

8.3. Consumer Goods & Retail

8.4. Government

8.5. Healthcare

8.6. IT & Telecom

8.7. Travel & Hospitality

8.8. Others

9. GLOBAL CONTACT CENTER AS A SERVICE MARKET, BY REGION

9.1. Overview

9.2. North America

9.2.1. Market Size & Estimates, by Country, 2018–2030

9.2.2. Market Size & Estimates, by Function, 2018–2030

9.2.3. Market Size & Estimates, by Enterprise Size, 2018–2030

9.2.4. Market Size & Estimates, by Industry, 2018–2030

9.2.5. US

9.2.5.1. Market Size & Estimates, by Function, 2018–2030

9.2.5.2. Market Size & Estimates, by Enterprise Size, 2018–2030

9.2.5.3. Market Size & Estimates, by Industry, 2018–2030

9.2.6. Canada

9.2.6.1. Market Size & Estimates, by Function, 2018–2030

9.2.6.2. Market Size & Estimates, by Enterprise Size, 2018–2030

9.2.6.3. Market Size & Estimates, by Industry, 2018–2030

9.2.7. Mexico

9.2.7.1. Market Size & Estimates, by Function, 2018–2030

9.2.7.2. Market Size & Estimates, by Enterprise Size, 2018–2030

9.2.7.3. Market Size & Estimates, by Industry, 2018–2030

9.3. Europe

9.3.1. Market Size & Estimates, by Country, 2018–2030

9.3.2. Market Size & Estimates, by Function, 2018–2030

9.3.3. Market Size & Estimates, by Enterprise Size, 2018–2030

9.3.4. Market Size & Estimates, by Industry, 2018–2030

9.3.5. Germany

9.3.5.1. Market Size & Estimates, by Function, 2018–2030

9.3.5.2. Market Size & Estimates, by Enterprise Size, 2018–2030

9.3.5.3. Market Size & Estimates, by Industry, 2018–2030

9.3.6. UK

9.3.6.1. Market Size & Estimates, by Function, 2018–2030

9.3.6.2. Market Size & Estimates, by Enterprise Size, 2018–2030

9.3.6.3. Market Size & Estimates, by Industry, 2018–2030

9.3.7. France

9.3.7.1. Market Size & Estimates, by Function, 2018–2030

9.3.7.2. Market Size & Estimates, by Enterprise Size, 2018–2030

9.3.7.3. Market Size & Estimates, by Industry, 2018–2030

9.3.8. Rest of Europe

9.3.8.1. Market Size & Estimates, by Function, 2018–2030

9.3.8.2. Market Size & Estimates, by Enterprise Size, 2018–2030

9.3.8.3. Market Size & Estimates, by Industry, 2018–2030

9.4. Asia-Pacific

9.4.1. Market Size & Estimates, by Country, 2018–2030

9.4.2. Market Size & Estimates, by Function, 2018–2030

9.4.3. Market Size & Estimates, by Enterprise Size, 2018–2030

9.4.4. Market Size & Estimates, by Industry, 2018–2030

9.4.5. China

9.4.5.1. Market Size & Estimates, by Function, 2018–2030

9.4.5.2. Market Size & Estimates, by Enterprise Size, 2018–2030

9.4.5.3. Market Size & Estimates, by Industry, 2018–2030

9.4.6. Japan

9.4.6.1. Market Size & Estimates, by Function, 2018–2030

9.4.6.2. Market Size & Estimates, by Enterprise Size, 2018–2030

9.4.6.3. Market Size & Estimates, by Industry, 2018–2030

9.4.7. India

9.4.7.1. Market Size & Estimates, by Function, 2018–2030

9.4.7.2. Market Size & Estimates, by Enterprise Size, 2018–2030

9.4.7.3. Market Size & Estimates, by Industry, 2018–2030

9.4.8. Rest of Asia-Pacific

9.4.8.1. Market Size & Estimates, by Function, 2018–2030

9.4.8.2. Market Size & Estimates, by Enterprise Size, 2018–2030

9.4.8.3. Market Size & Estimates, by Industry, 2018–2030

9.5. Middle East & Africa

9.5.1. Market Size & Estimates, by Function, 2018–2030

9.5.2. Market Size & Estimates, by Enterprise Size, 2018–2030

9.5.3. Market Size & Estimates, by Industry, 2018–2030

9.6. South America

9.6.1. Market Size & Estimates, by Function, 2018–2030

9.6.2. Market Size & Estimates, by Enterprise Size, 2018–2030

9.6.3. Market Size & Estimates, by Industry, 2018–2030

10. COMPETITIVE LANDSCAPE

10.1. Introduction

10.2. Key Players Market Share Analysis, 2020 (%)

10.3. Competitive Benchmarking

10.4. Competitor Dashboard

10.5. Major Growth Strategy in the Market

10.6. Key Developments & Growth Strategies

10.6.1. Product Developments

10.6.2. Mergers & Acquisitions

10.6.3. Contracts & Agreements

11. COMPANY PROFILES

11.1. Cisco Systems Inc.

11.1.1. Company Overview

11.1.2. Financial Overview

11.1.3. Products/Solutions Offered

11.1.4. Key Developments

11.1.5. SWOT Analysis

11.1.6. Key Strategies

11.2. Alcatel Lucent Enterprise

11.2.1. Company Overview

11.2.2. Financial Overview

11.2.3. Products/Solutions Offered

11.2.4. Key Developments

11.2.5. SWOT Analysis

11.2.6. Key Strategies

11.3. Avaya, Inc.

11.3.1. Company Overview

11.3.2. Financial Overview

11.3.3. Products/Solutions Offered

11.3.4. Key Developments

11.3.5. SWOT Analysis

11.4. Enghouse Interactive, Inc.

11.4.1. Company Overview

11.4.2. Financial Overview

11.4.3. Products/Solutions Offered

11.4.4. Key Developments

11.4.5. SWOT Analysis

11.4.6. Key Strategies

11.5. Five9, Inc.

11.5.1. Company Overview

11.5.2. Financial Overview

11.5.3. Products/Solutions Offered

11.5.4. Key Developments

11.5.5. SWOT Analysis

11.5.6. Key Strategies

11.6. Genesys

11.6.1. Company Overview

11.6.2. Financial Overview

11.6.3. Products/Solutions Offered

11.6.4. Key Developments

11.6.5. SWOT Analysis

11.6.6. Key Strategies

11.7. Microsoft Corp.

11.7.1. Company Overview

11.7.2. Financial Overview

11.7.3. Products/Solutions Offered

11.7.4. Key Developments

11.7.5. SWOT Analysis

11.7.6. Key Strategies

11.8. NICE inContact

11.8.1. Company Overview

11.8.2. Financial Overview

11.8.3. Products/Solutions Offered

11.8.4. Key Developments

11.8.5. SWOT Analysis

11.8.6. Key Strategies

11.9. SAP SE

11.9.1. Company Overview

11.9.2. Financial Overview

11.9.3. Products/Solutions Offered

11.9.4. Key Developments

11.9.5. SWOT Analysis

11.9.6. Key Strategies

11.10. Unify, Inc.

11.10.1. Company Overview

11.10.2. Financial Overview

11.10.3. Products/Solutions Offered

11.10.4. Key Developments

11.10.5. SWOT Analysis

11.10.6. Key Strategies

11.11. 3C Logic

11.11.1. Company Overview

11.11.2. Financial Overview

11.11.3. Products/Solutions Offered

11.11.4. Key Developments

11.11.5. SWOT Analysis

11.11.6. Key Strategies

11.12. Oracle Corporation

11.12.1. Company Overview

11.12.2. Financial Overview

11.12.3. Products/Solutions Offered

11.12.4. Key Developments

11.12.5. SWOT Analysis

11.12.6. Key Strategies

11.13. Mitel Networks Corporation

11.13.1. Company Overview

11.13.2. Financial Overview

11.13.3. Products/Solutions Offered

11.13.4. Key Developments

11.13.5. SWOT Analysis

11.13.6. Key Strategies

11.14. Evolve IP, LLC.

11.14.1. Company Overview

11.14.2. Financial Overview

11.14.3. Products/Solutions Offered

11.14.4. Key Developments

11.14.5. SWOT Analysis

11.14.6. Key Strategies

LIST OF TABLES

TABLE 1 LIST OF ASSUMPTIONS

TABLE 2 GLOBAL CONTACT CENTER AS A SERVICE MARKET, BY FUNCTION, 2018–2030 (USD MILLION)

TABLE 3 GLOBAL CONTACT CENTER AS A SERVICE MARKET, BY ENTERPRISE SIZE, 2018–2030 (USD MILLION)

TABLE 4 GLOBAL CONTACT CENTER AS A SERVICE MARKET, BY INDUSTRY, 2018–2030 (USD MILLION)

TABLE 5 GLOBAL CONTACT CENTER AS A SERVICE MARKET, BY REGION, 2018–2030 (USD MILLION)

TABLE 6 NORTH AMERICA CONTACT CENTER AS A SERVICE MARKET, BY COUNTRY, 2018–2030 (USD MILLION)

TABLE 7 NORTH AMERICA CONTACT CENTER AS A SERVICE MARKET, BY FUNCTION, 2018–2030 (USD MILLION)

TABLE 8 NORTH AMERICA CONTACT CENTER AS A SERVICE MARKET, BY ENTERPRISE SIZE, 2018–2030 (USD MILLION)

TABLE 9 NORTH AMERICA CONTACT CENTER AS A SERVICE MARKET, BY INDUSTRY, 2018–2030 (USD MILLION)

TABLE 10 US CONTACT CENTER AS A SERVICE MARKET, BY FUNCTION, 2018–2030 (USD MILLION

TABLE 11 US CONTACT CENTER AS A SERVICE MARKET, BY ENTERPRISE SIZE, 2018–2030 (USD MILLION

TABLE 12 US CONTACT CENTER AS A SERVICE MARKET, BY INDUSTRY, 2018–2030 (USD MILLION)

TABLE 13 CANADA CONTACT CENTER AS A SERVICE MARKET, BY FUNCTION, 2018–2030 (USD MILLION)

TABLE 14 CANADA CONTACT CENTER AS A SERVICE MARKET, BY ENTERPRISE SIZE, 2018–2030 (USD MILLION)

TABLE 15 CANADA CONTACT CENTER AS A SERVICE MARKET, BY INDUSTRY, 2018–2030 (USD MILLION)

TABLE 16 MEXICO CONTACT CENTER AS A SERVICE MARKET, BY FUNCTION, 2018–2030 (USD MILLION)

TABLE 17 MEXICO CONTACT CENTER AS A SERVICE MARKET, BY ENTERPRISE SIZE, 2018–2030 (USD MILLION)

TABLE 18 MEXICO CONTACT CENTER AS A SERVICE MARKET, BY INDUSTRY, 2018–2030 (USD MILLION)

TABLE 19 EUROPE CONTACT CENTER AS A SERVICE MARKET, BY COUNTRY, 2018–2030 (USD MILLION)

TABLE 20 EUROPE CONTACT CENTER AS A SERVICE MARKET, BY FUNCTION, 2018–2030 (USD MILLION)

TABLE 21 EUROPE CONTACT CENTER AS A SERVICE MARKET, BY ENTERPRISE SIZE, 2018–2030 (USD MILLION)

TABLE 22 EUROPE CONTACT CENTER AS A SERVICE MARKET, BY INDUSTRY, 2018–2030 (USD MILLION)

TABLE 23 UK CONTACT CENTER AS A SERVICE MARKET, BY FUNCTION, 2018–2030 (USD MILLION)

TABLE 24 UK CONTACT CENTER AS A SERVICE MARKET, BY ENTERPRISE SIZE, 2018–2030 (USD MILLION)

TABLE 25 UK CONTACT CENTER AS A SERVICE MARKET, BY INDUSTRY, 2018–2030 (USD MILLION)

TABLE 26 GERMANY CONTACT CENTER AS A SERVICE MARKET, BY FUNCTION, 2018–2030 (USD MILLION)

TABLE 27 GERMANY CONTACT CENTER AS A SERVICE MARKET, BY ENTERPRISE SIZE, 2018–2030 (USD MILLION)

TABLE 28 GERMANY CONTACT CENTER AS A SERVICE MARKET, BY INDUSTRY, 2018–2030 (USD MILLION)

TABLE 29 FRANCE CONTACT CENTER AS A SERVICE MARKET, BY FUNCTION, 2018–2030 (USD MILLION)

TABLE 30 FRANCE CONTACT CENTER AS A SERVICE MARKET, BY ENTERPRISE SIZE, 2018–2030 (USD MILLION)

TABLE 31 FRANCE CONTACT CENTER AS A SERVICE MARKET, BY INDUSTRY, 2018–2030 (USD MILLION)

TABLE 32 REST OF EUROPE CONTACT CENTER AS A SERVICE MARKET, BY FUNCTION, 2018–2030 (USD MILLION)

TABLE 33 REST OF EUROPE CONTACT CENTER AS A SERVICE MARKET, BY ENTERPRISE SIZE, 2018–2030 (USD MILLION)

TABLE 34 REST OF EUROPE CONTACT CENTER AS A SERVICE MARKET, BY INDUSTRY, 2018–2030 (USD MILLION)

TABLE 35 ASIA-PACIFIC CONTACT CENTER AS A SERVICE MARKET, BY COUNTRY, 2018–2030 (USD MILLION)

TABLE 38 ASIA-PACIFIC CONTACT CENTER AS A SERVICE MARKET, BY FUNCTION, 2018–2030 (USD MILLION)

TABLE 39 ASIA-PACIFIC CONTACT CENTER AS A SERVICE MARKET, BY ENTERPRISE SIZE, 2018–2030 (USD MILLION)

TABLE 40 ASIA-PACIFIC CONTACT CENTER AS A SERVICE MARKET, BY INDUSTRY, 2018–2030 (USD MILLION)

TABLE 41 CHINA CONTACT CENTER AS A SERVICE MARKET, BY FUNCTION, 2018–2030 (USD MILLION)

TABLE 42 CHINA CONTACT CENTER AS A SERVICE MARKET, BY ENTERPRISE SIZE, 2018–2030 (USD MILLION)

TABLE 43 CHINA CONTACT CENTER AS A SERVICE MARKET, BY INDUSTRY, 2018–2030 (USD MILLION)

TABLE 44 JAPAN CONTACT CENTER AS A SERVICE MARKET, BY FUNCTION, 2018–2030 (USD MILLION)

TABLE 45 JAPAN CONTACT CENTER AS A SERVICE MARKET, BY ENTERPRISE SIZE, 2018–2030 (USD MILLION)

TABLE 46 JAPAN CONTACT CENTER AS A SERVICE MARKET, BY INDUSTRY, 2018–2030 (USD MILLION)

TABLE 47 INDIA CONTACT CENTER AS A SERVICE MARKET, BY FUNCTION, 2018–2030 (USD MILLION)

TABLE 48 INDIA CONTACT CENTER AS A SERVICE MARKET, BY ENTERPRISE SIZE, 2018–2030 (USD MILLION)

TABLE 49 INDIA CONTACT CENTER AS A SERVICE MARKET, BY INDUSTRY, 2018–2030 (USD MILLION)

TABLE 50 REST OF ASIA-PACIFIC CONTACT CENTER AS A SERVICE MARKET, BY FUNCTION, 2018–2030 (USD MILLION)

TABLE 51 REST OF ASIA-PACIFIC CONTACT CENTER AS A SERVICE MARKET, BY ENTERPRISE SIZE, 2018–2030 (USD MILLION)

TABLE 52 REST OF ASIA-PACIFIC CONTACT CENTER AS A SERVICE MARKET, BY INDUSTRY, 2018–2030 (USD MILLION)

TABLE 53 MIDDLE EAST & AFRICA CONTACT CENTER AS A SERVICE MARKET, BY FUNCTION, 2018–2030 (USD MILLION)

TABLE 54 MIDDLE EAST & AFRICA CONTACT CENTER AS A SERVICE MARKET, BY ENTERPRISE SIZE, 2018–2030 (USD MILLION)

TABLE 55 MIDDLE EAST & AFRICA CONTACT CENTER AS A SERVICE MARKET, BY INDUSTRY, 2018–2030 (USD MILLION)

TABLE 56 SOUTH AMERICA CONTACT CENTER AS A SERVICE MARKET, BY FUNCTION, 2018–2030 (USD MILLION)

TABLE 57 SOUTH AMERICA CONTACT CENTER AS A SERVICE MARKET, BY ENTERPRISE SIZE, 2018–2030 (USD MILLION)

TABLE 58 SOUTH AMERICA CONTACT CENTER AS A SERVICE MARKET, BY INDUSTRY, 2018–2030 (USD MILLION)

 

 

LIST OF FIGURES

FIGURE 1 MARKET SYNOPSIS

FIGURE 2 RESEARCH PROCESS OF MRFR

FIGURE 3 TOP-DOWN & BOTTOM-UP APPROACH

FIGURE 4 GLOBAL CONTACT CENTER AS A SERVICE MARKET, BY FUNCTION, 2018–2030 (USD MILLION)

FIGURE 5 GLOBAL CONTACT CENTER AS A SERVICE MARKET, BY ENTERPRISE SIZE, 2018–2030 (USD MILLION)

FIGURE 6 GLOBAL CONTACT CENTER AS A SERVICE MARKET, BY INDUSTRY, 2018–2030 (USD MILLION)

FIGURE 7 GLOBAL CONTACT CENTER AS A SERVICE MARKET, BY REGION, 2018–2030 (USD MILLION)

FIGURE 8 NORTH AMERICA CONTACT CENTER AS A SERVICE MARKET, BY COUNTRY, 2018–2030 (USD MILLION)

FIGURE 9 NORTH AMERICA CONTACT CENTER AS A SERVICE MARKET, BY FUNCTION, 2018–2030 (USD MILLION)

FIGURE 10 NORTH AMERICA CONTACT CENTER AS A SERVICE MARKET, BY ENTERPRISE SIZE, 2018–2030 (USD MILLION)

FIGURE 11 NORTH AMERICA CONTACT CENTER AS A SERVICE MARKET, BY INDUSTRY, 2018–2030 (USD MILLION)

FIGURE 12 US CONTACT CENTER AS A SERVICE MARKET, BY FUNCTION, 2018–2030 (USD MILLION

FIGURE 13 US CONTACT CENTER AS A SERVICE MARKET, BY ENTERPRISE SIZE, 2018–2030 (USD MILLION

FIGURE 14 US CONTACT CENTER AS A SERVICE MARKET, BY INDUSTRY, 2018–2030 (USD MILLION)

FIGURE 15 CANADA CONTACT CENTER AS A SERVICE MARKET, BY FUNCTION, 2018–2030 (USD MILLION)

FIGURE 16 CANADA CONTACT CENTER AS A SERVICE MARKET, BY ENTERPRISE SIZE, 2018–2030 (USD MILLION)

FIGURE 17 CANADA CONTACT CENTER AS A SERVICE MARKET, BY INDUSTRY, 2018–2030 (USD MILLION)

FIGURE 18 MEXICO CONTACT CENTER AS A SERVICE MARKET, BY FUNCTION, 2018–2030 (USD MILLION)

FIGURE 19 MEXICO CONTACT CENTER AS A SERVICE MARKET, BY ENTERPRISE SIZE, 2018–2030 (USD MILLION)

FIGURE 20 MEXICO CONTACT CENTER AS A SERVICE MARKET, BY INDUSTRY, 2018–2030 (USD MILLION)

FIGURE 21 EUROPE CONTACT CENTER AS A SERVICE MARKET, BY COUNTRY, 2018–2030 (USD MILLION)

FIGURE 22 EUROPE CONTACT CENTER AS A SERVICE MARKET, BY FUNCTION, 2018–2030 (USD MILLION)

FIGURE 23 EUROPE CONTACT CENTER AS A SERVICE MARKET, BY ENTERPRISE SIZE, 2018–2030 (USD MILLION)

FIGURE 24 EUROPE CONTACT CENTER AS A SERVICE MARKET, BY INDUSTRY, 2018–2030 (USD MILLION)

FIGURE 25 UK CONTACT CENTER AS A SERVICE MARKET, BY FUNCTION, 2018–2030 (USD MILLION)

FIGURE 26 UK CONTACT CENTER AS A SERVICE MARKET, BY ENTERPRISE SIZE, 2018–2030 (USD MILLION)

FIGURE 27 UK CONTACT CENTER AS A SERVICE MARKET, BY INDUSTRY, 2018–2030 (USD MILLION)

FIGURE 28 GERMANY CONTACT CENTER AS A SERVICE MARKET, BY FUNCTION, 2018–2030 (USD MILLION)

FIGURE 29 GERMANY CONTACT CENTER AS A SERVICE MARKET, BY ENTERPRISE SIZE, 2018–2030 (USD MILLION)

FIGURE 30 GERMANY CONTACT CENTER AS A SERVICE MARKET, BY INDUSTRY, 2018–2030 (USD MILLION)

FIGURE 31 FRANCE CONTACT CENTER AS A SERVICE MARKET, BY FUNCTION, 2018–2030 (USD MILLION)

FIGURE 32 FRANCE CONTACT CENTER AS A SERVICE MARKET, BY ENTERPRISE SIZE, 2018–2030 (USD MILLION)

FIGURE 33 FRANCE CONTACT CENTER AS A SERVICE MARKET, BY INDUSTRY, 2018–2030 (USD MILLION)

FIGURE 34 REST OF EUROPE CONTACT CENTER AS A SERVICE MARKET, BY FUNCTION, 2018–2030 (USD MILLION)

FIGURE 35 REST OF EUROPE CONTACT CENTER AS A SERVICE MARKET, BY ENTERPRISE SIZE, 2018–2030 (USD MILLION)

FIGURE 36 REST OF EUROPE CONTACT CENTER AS A SERVICE MARKET, BY INDUSTRY, 2018–2030 (USD MILLION)

FIGURE 37 ASIA-PACIFIC CONTACT CENTER AS A SERVICE MARKET, BY COUNTRY, 2018–2030 (USD MILLION)

FIGURE 38 ASIA-PACIFIC CONTACT CENTER AS A SERVICE MARKET, BY FUNCTION, 2018–2030 (USD MILLION)

FIGURE 39 ASIA-PACIFIC CONTACT CENTER AS A SERVICE MARKET, BY ENTERPRISE SIZE, 2018–2030 (USD MILLION)

FIGURE 40 ASIA-PACIFIC CONTACT CENTER AS A SERVICE MARKET, BY INDUSTRY, 2018–2030 (USD MILLION)

FIGURE 41 CHINA CONTACT CENTER AS A SERVICE MARKET, BY FUNCTION, 2018–2030 (USD MILLION)

FIGURE 42 CHINA CONTACT CENTER AS A SERVICE MARKET, BY ENTERPRISE SIZE, 2018–2030 (USD MILLION)

FIGURE 43 CHINA CONTACT CENTER AS A SERVICE MARKET, BY INDUSTRY, 2018–2030 (USD MILLION)

FIGURE 44 JAPAN CONTACT CENTER AS A SERVICE MARKET, BY FUNCTION, 2018–2030 (USD MILLION)

FIGURE 45 JAPAN CONTACT CENTER AS A SERVICE MARKET, BY ENTERPRISE SIZE, 2018–2030 (USD MILLION)

FIGURE 46 JAPAN CONTACT CENTER AS A SERVICE MARKET, BY INDUSTRY, 2018–2030 (USD MILLION)

FIGURE 47 INDIA CONTACT CENTER AS A SERVICE MARKET, BY FUNCTION, 2018–2030 (USD MILLION)

FIGURE 48 INDIA CONTACT CENTER AS A SERVICE MARKET, BY ENTERPRISE SIZE, 2018–2030 (USD MILLION)

FIGURE 49 INDIA CONTACT CENTER AS A SERVICE MARKET, BY INDUSTRY, 2018–2030 (USD MILLION)

FIGURE 50 REST OF ASIA-PACIFIC CONTACT CENTER AS A SERVICE MARKET, BY FUNCTION, 2018–2030 (USD MILLION)

FIGURE 51 REST OF ASIA-PACIFIC CONTACT CENTER AS A SERVICE MARKET, BY ENTERPRISE SIZE, 2018–2030 (USD MILLION)

FIGURE 52 REST OF ASIA-PACIFIC CONTACT CENTER AS A SERVICE MARKET, BY INDUSTRY, 2018–2030 (USD MILLION)

FIGURE 53 MIDDLE EAST & AFRICA CONTACT CENTER AS A SERVICE MARKET, BY FUNCTION, 2018–2030 (USD MILLION)

FIGURE 54 MIDDLE EAST & AFRICA CONTACT CENTER AS A SERVICE MARKET, BY ENTERPRISE SIZE, 2018–2030 (USD MILLION)

FIGURE 55 MIDDLE EAST & AFRICA CONTACT CENTER AS A SERVICE MARKET, BY INDUSTRY, 2018–2030 (USD MILLION)

FIGURE 56 SOUTH AMERICA CONTACT CENTER AS A SERVICE MARKET, BY FUNCTION, 2018–2030 (USD MILLION)

FIGURE 57 SOUTH AMERICA CONTACT CENTER AS A SERVICE MARKET, BY ENTERPRISE SIZE, 2018–2030 (USD MILLION)

FIGURE 58 SOUTH AMERICA CONTACT CENTER AS A SERVICE MARKET, BY INDUSTRY, 2018–2030 (USD MILLION)

Contact Center as a Service Market Speak to Analyst Request a Free Sample

Contact Center as a Service Market Overview


The global contact center as a service market was valued at USD 2.23 Billion in 2020 and projected to reach by 2030 with a CAGR of 17.9% during the forecast period, 20212030.


As operational business needs evolve, the CCaaS platform provides scalability. The CCaaS approach enables the rapid deployment of new features, channels, and services in response to changing business requirements. The advent of machine learning (ML) and artificial intelligence (AI), as well as the subsequent penetration of these technologies in contact centre enterprises, are predicted to fuel market expansion. According to their communication history, AI technology assists businesses in determining which services best fit the customer's profile and appropriately routing their calls to an agent.


The contact centre as a service (CCaaS) is a cloud-based operation model that allows a company to employ a contact centre provider's client experience resolution to provide relevant services to its customers. It enables organisations to effectively use a contact centre provider's software while only paying for the expertise they demand on a regular basis, eliminating the need for in-house IT support.


Scalability, like functional business needs, is a feature of the contact centre as a service (CCaaS) stage. The use of the contact centre as a service form allows for the quick implementation of additional functions, features, and channels in response to changing business requirements.


Market Dynamics


Drivers



  • Increasing need to improve customer experience


The need for better contact centre services is likely to rise as firms realise this and focus on the need to improve customer experience, driving the market over the forecast period. Contact Center as a Service (CCaaS) is a cloud-based deployment paradigm that allows a company to employ the customer experience solution of a contact centre provider to provide appropriate services to its consumers. It enables companies to make the most of a contact centre provider's software by purchasing exactly the features they require, eliminating the need for internal IT support.


Reduction in operational costs post CCaaS adoption


Traditional on-premises contact centres are substantially more expensive than cloud-based contact centres. Companies save money by implementing contact centre as a service, which reduces the overall cost of hardware installation and maintenance service fees. It also does not require any IT component or server expenditures. Furthermore, cloud-based services assist in lowering overhead costs and minimising downtime. System and software upgrades, routine maintenance, researching and purchasing hardware purchases, and onsite troubleshooting are all administrative tasks that add up in minutes and hours.


Restraints & Challenges



  • Increasing concerns of data security issues


Over the projection period, rising data security concerns are expected to hinder market growth. Customer information such as payment card numbers and health information is stored at contact centres, which are vulnerable to both external and internal data hacking and breaches. Furthermore, due to the integration of databases, networks, operating systems, transaction management, and virtualization, cloud computing faces external security concerns, and among others. These factors are expected to restrain market expansion.


Opportunities



  • Dynamic customer demands for robust self-service interactions


Customers are becoming more aware of digital issues. Customer experience digitization aids in the delivery of improved services. This, in turn, boosts the market. The contact centre as a service (CCaaS) market is also being driven by various countries' digitization aspirations. The global contact centre as a service (CCaaS) market is influenced by technological advancements. Contact centre as a service benefits such as faster service, better compliance management, flexibility, and analytics are likely to drive rapid adoption of contact centre as a service solutions across the globe.


Impact of COVID-19


Introduction


The impact of the COVID-19 pandemic on the market is predicted to be positive. The CCaaS model enables remote working from any location. To efficiently maintain the customer experience, businesses are increasingly adopting cloud-based solutions and encouraging work-from-home policies. Furthermore, during the COVID-19 crisis, the number of online transactions and purchases surged, necessitating the use of cloud-based solutions.


Furthermore, many countries will have to reduce their dependency on China and seek support from other countries. The Covid-19 pandemic's outbreak is predicted to have a positive impact on the contact centre as a service (CCaaS) market. Its design allows it to work from distant locales. To effectively maintain the client experience, company houses are rapidly adopting cloud-based solutions and promoting work-from-home strategies. Furthermore, during the period of the Covid-19 disaster, rising online transactions as well as an increase in online shopping have increased the need for cloud-based solutions.


Value Chain Analysis/Technology Analysis/Regulatory Implications


The global contact center as a service market supply chain has evolved from a traditional approach to a set of highly efficient processes, including procurement, system integration, and distribution. The supply chain of the contact center as a service market involves conventional approach to highly efficient supply chain processes. The value chain includes the stages of design & development, end-use industry, and system integration.

Global Contact Center as a Service Market, 2018–­2030 (USD Billion)

Source: MRFR Analysis


Segment Overview


The global contact center as a service market has been segmented into function, industry, enterprise size, and region/country.


Based on function, the contact center as a service market has been segmented into automatic call distribution, call recording, computer telephony integration, interactive voice response, customer collaboration, dialer, reporting & analytics, workforce optimization, others.


Based on enterprise size, the contact center as a service market has been classified into large enterprises, small & medium enterprises (SMEs).


Based on industry, the contact center as a service market has been bifurcated into BFSI, government, healthcare, IT & telecom, consumer goods & retail, travel & hospitality, others.


Regional Analysis


The worldwide contact center as a service market is expected to produce significant revenue from various continents over the forecast period. The geographic analysis of the contact center as a service market covered North America, Europe, Asia-Pacific, the Middle East and Africa, and South America. North America is comprised of the US, Canada, and Mexico. Europe region includes UK, Germany, France, and the rest of Europe. Asia-Pacific region includes countries such as China, Japan, India, and the rest of Asia-Pacific. North American holds the largest regional market share. The region's fast-paced digital transformation and growing need for omnichannel service delivery, combined with the adoption of emerging technologies like AI, is boosting future-oriented technology acquisitions and investments. A number of companies in the region are moving to cloud-based services. Over the forecast period, this is expected to generate potential prospects for the regional market.


Over the forecast period, Asia Pacific is expected to be the fastest-growing regional market. The region's e-commerce business is contributing significantly to the growing demand for CCaaS solutions in contact centers. The region's promising pace of industrial expansion and development is expected to create opportunities for regional market growth.


Competitive Analysis


The global market for contact center as a service has witnessed significant growth over the forecast period due to the growing number of contact center as a service player. In the contact center as a service industry, there are several domestic, regional, and worldwide competitors all striving to gain significant share. To drive organic growth and expand their market shares, prominent industry participants are investing in research and development initiatives. Furthermore, these companies are developing new touch point types in order to expand and reinforce their existing touch point portfolios as well as attract new customers.


Key Players



  • Cisco Systems Inc.

  • Alcatel Lucent Enterprise

  • Avaya, Inc.

  • Enghouse Interactive, Inc.

  • Five9, Inc.


The global contact center as a service market is characterized by the presence of several regional and local providers. Some of the key players in the market are Alcatel Lucent Enterprise (France); Avaya, Inc. (US); Cisco Systems, Inc. (US); Enghouse Interactive, Inc. (US); Five9, Inc. (US); Genesys (US); Microsoft Corp. (US); Nice inContact (US); SAP SE (Germany); Unify, Inc. (Germany), 3C Logic (US), Oracle Corporation (US), Mitel Networks Corporation (Canada), Evolve IP, LLC (US).


Key Developments in Global Contact Center as a Service Market:



  • On December, 2021: Alcatel-Lucent Enterprise, a leading provider of industry-specific communications, cloud, and networking solutions, has announced the launch of Alcatel-Lucent Enterprise Connect (ALE Connect) powered by AKIO, a unique solution that helps businesses address customer relationship challenges in the digital age.

  • In March 2020, NICE inContact, partnered up with Zendesk to provide an efficient and personalized customer experience. The partnership will provide integrated solutions to its customers with their expertise.

  • In October 2019, NICE launched its first digital omnichannel interface inContact CXone. The new interface for CXone Agent delivers enhanced functionality and a streamlined design, which strengthens CXone integration with the CRM solution.


Report Overview


This study estimates revenue growth at the global, regional, and country levels and offers an overview of the latest developments in each of the sub-sectors from 2018 to 2030. For this analysis, MRFR segmented the contact center as a service market has based on function, enterprise size, industry, and region/country.


Based on Function


  • Automatic Call Distribution

  • Call Recording

  • Computer Telephony Integration

  • Customer Collaboration

  • Dialer

  • Interactive Voice Response

  • Reporting & Analytics

  • Workforce Optimization

  • Others


Based on Enterprise Size


  • Large Enterprises

  • Small & Medium Enterprises (SMEs)


Based on Industry


  • BFSI

  • Consumer Goods & Retail

  • Government

  • Healthcare

  • IT & Telecom

  • Travel & Hospitality

  • Others


Based on Region


  • North America

  • Europe

  • Asia-Pacific

  • South America

  • Middle East & Africa



Report Scope:
Report Attribute/Metric Details
  Market Size   USD 1,652.40 million 2020
  CAGR   17.9%
  Base Year   2020
  Forecast Period   2021–2030
  Historical Data   2018 & 2019
  Forecast Units   Value USD
  Report Coverage   β€’ Based on Function β€’ Based on Enterprise Size
  Segments Covered   β€’ By Function (Automatic Call Distribution, Call Recording, Computer Telephony Integration, Customer Collaboration, Dialer, Interactive Voice Response, Reporting & Analytics, Workforce Optimization, Others) β€’ By Enterprise Size (Large Enterprises, Small & Medium Enterprises (SMEs)) β€’ By Industry (BFSI, Consumer Goods & Retail, Government, Healthcare, IT & Telecom, Travel & Hospitality, Others)
  Geographies Covered   β€’ North America (US, Canada, and Mexico) β€’ Europe (UK, Germany, France, and Rest of Europe) β€’ Asia-Pacific (China, Japan, India, and Rest of Asia-Pacific) β€’ Middle East & Africa β€’ South America
  Key Vendors   β€’ Increasing need to improve customer experience β€’ Reduction in operational costs post CCaaS adoption
  Key Market Opportunities   β€’ Dynamic customer demands for robust self-service interactions
  Key Market Drivers   β€’ Alcatel Lucent Enterprise (France) β€’ Avaya, Inc. (US β€’ Cisco Systems, Inc. (US) β€’ Enghouse Interactive, Inc. (US) β€’ Five9, Inc. (US) β€’ Genesys (US) β€’ Microsoft Corp. (US) β€’ Nice inContact (US) β€’ SAP SE (Germany) β€’ Unify, Inc. (Germany) β€’ 3C Logic (US) β€’ Oracle Corporation (US) β€’ Mitel Networks Corporation (Canada) β€’ Evolve IP, LLC (US).


Speak to Analyst Ask for Customization

Frequently Asked Questions (FAQ) :

The global contact center as a service market was valued at USD 2.23 Billion in 2020.

The global contact center as a service market is expected to exhibit an 17.9% CAGR rate by 2030.

The North America region currently dominates the market and is expected to retain its dominance throughout the forecast period.

Major factors expected to drive the growth of the contact center as a service include increasing need to improve customer experience, and reduction in operational costs post CCaaS adoption

Alcatel Lucent Enterprise (France); Avaya, Inc. (US); Cisco Systems, Inc. (US); Enghouse Interactive, Inc. (US); Five9, Inc. (US); Genesys (US); Microsoft Corp. (US); Nice inContact (US); SAP SE (Germany); Unify, Inc. (Germany), 3C Logic (US), Oracle Corporation (US), Mitel Networks Corporation (Canada), Evolve IP, LLC (US). are the key companies of the global Contact Center as a Service market.