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PUBLISHER: Grand View Research | PRODUCT CODE: 1301043
PUBLISHER: Grand View Research | PRODUCT CODE: 1301043
Contact Center As A Service (CCaaS) Market Size, Share & Trends Analysis Report By Solution, By Service (Support & Maintenance, Integration & Deployment), By Enterprise Size, By End-use, By Region, And Segment Forecasts, 2023 - 2030
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PAGES: 110 Pages
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Contact Center As A Service Market Growth & Trends
The global contact center as a service market size is expected to reach USD 17.12 billion by 2030, registering a CAGR of 19.1% from 2023 to 2030, according to a new report by Grand View Research, Inc. The market growth can be attributed to the rising adoption of cloud-based contact center services by enterprises to offer better flexibility and customer convenience. Many organizations are adopting Business Intelligence (BI) technology, as it provides them with a holistic view of agent performance and helps measure how they are achieving organizational goals.
Businesses are widely adopting cloud-based contact centers owing to benefits such as reduced integration, support, and IT-related costs, which could help drive the growth of the Contact Center as a Service (CCaaS) market. Moreover, numerous players are developing cloud contact centers to enhance operational functionality and flexibility for users. For instance, in January 2021, Infosys announced the launch of the Infosys Cortex, a customer engagement platform that leverages the technology from Genesys, a cloud contact center solutions provider, along with Contact Center AI and analytics services from Google Cloud.
Numerous CCaaS providers are entering into partnerships with communication companies to deploy contact center software and expand their reach.For instance, in May 2023, BT, a U.K.-based telecommunications provider, and Five9, a leading intelligent CX Platform provider, announced an expanded partnership aimed at offering a wider range of contact center services and solutions to organizations worldwide. As part of this collaboration, BT will now provide the Five9 Intelligent CX Platform as a managed service to both new and existing customers. This offering aims to assist organizations in achieving full digitalization of their workplace by seamlessly integrating with their existing voice, unified communications, digital channels, and Customer Relationship Management (CRM) systems.
The COVID-19 pandemic is expected to have a positive impact on the market. As the pandemic situation continues, cloud-hosted contact centers are gaining more traction as it provides better levels of reliability, availability, and disaster recovery because agents can access the tools they need to perform the job from any place. Moreover, cloud-hosted contact centers provide better workforce elasticity for easily scalable solutions and faster deployment of new capabilities and technology solutions. However, the increasing concerns of data security are expected to hamper the market growth over the forecast period. CCaaS solutions handle huge data volumes and critical financial data of consumers, which could be at risk of malicious attacks.
Contact Center As A Service Market Report Highlights
- In terms of solution, the customer collaboration segment is expected to witness the highest Compound Annual Growth Rate (CAGR) over the forecast period. This can be attributed to the rising focus of businesses on offering enhanced customer satisfaction by solving their issues and promptly attending their calls
- In terms of service, the managed services segment is likely to register the highest CAGR over the forecast period. The increasing need for monitoring IT operations, data backup and recovery, help desk support, and security is expected to drive the demand for managed services over the forecast period
- In terms of enterprise size, the small and medium enterprises segment is likely to register the highest CAGR. Convenient service delivery and the low cost of investment related to CCaaS is boosting its adoption across small & medium enterprises
- In terms of end use, the consumer goods and retail segment is expected to provide promising growth opportunities to the marketdue to the increasing focus on enhancing customer experience, improving sales and marketing effectiveness, and enabling seamless omnichannel customer interactions in the highly competitive retail industry
- The North American regional market dominated in 2022 and is likely to present promising growth opportunities for the market over the forecast period as well. The Asia Pacific regional market is expected to witness the highest growth owing to the increasing industrial expansion and development in emerging economies of the region
Product Code: GVR-4-68038-284-6
Fig. 1Table of Contents
Chapter 1. Methodology and Scope
- 1.1. Market Segmentation & Scope
- 1.2. Market Definitions
- 1.3. Information Procurement
- 1.4. Information Analysis
- 1.4.1. Market Formulation & Data Visualization
- 1.4.2. Data Validation & Publishing
- 1.5. Research Scope and Assumptions
- 1.6. List of Data Sources
Chapter 2. Executive Summary
- 2.1. Market Outlook
- 2.2. Segmental Outlook
- 2.3. Competitive Landscape Snapshot
Chapter 3. Market Variables, Trends, and Scope
- 3.1. Market Lineage Outlook
- 3.2. Industry Value Chain Analysis
- 3.3. Market Dynamics
- 3.3.1. Market Driver Impact Analysis
- 3.3.1.1. Increasing need to improve customer experiences
- 3.3.1.2. Growing preference for cloud-based contact
- 3.3.1.3. Rising adoption of advanced contact center technologies
- 3.3.2. Market Challenge Impact Analysis
- 3.3.2.1. Increasing concerns of data security
- 3.3.3. Market Opportunity Impact Analysis
- 3.3.3.1. Increasing customer demands for robust self-service interactions
- 3.3.1. Market Driver Impact Analysis
- 3.4. Impact of COVID-19 Pandemic
- 3.5. Industry Analysis Tools
- 3.5.1. Porter's Analysis
- 3.5.2. PESTEL Analysis
Chapter 4. Contact Center as a Service (CCaaS) Market: Solution Estimates & Trend Analysis
- 4.1. Solution Movement Analysis & Market Share, 2022 & 2030
- 4.2. Contact Center as a Service (CCaaS) Market Estimates & Forecast, By Solution
- 4.2.1. Automatic Call Distribution
- 4.2.2. Call Recording
- 4.2.3. Computer Telephony Integration
- 4.2.4. Customer Collaboration
- 4.2.5. Dialer
- 4.2.6. Interactive Voice Response
- 4.2.7. Reporting & Analytics
- 4.2.8. Workforce Optimization
- 4.2.9. Others
Chapter 5. Contact Center as a Service (CCaaS) Market: Service Estimates & Trend Analysis
- 5.1. Service Movement Analysis & Market Share, 2022 & 2030
- 5.2. Contact Center as a Service (CCaaS) Market Estimates & Forecast, By Service
- 5.2.1. Integration & Deployment
- 5.2.2. Support & Maintenance
- 5.2.3. Training & Consulting
- 5.2.4. Managed Services
Chapter 6. Contact Center as a Service (CCaaS) Market: Enterprises Size Estimates & Trend Analysis
- 6.1. Enterprise Size Movement Analysis & Market Share, 2022 & 2030
- 6.2. Contact Center as a Service (CCaaS) Market Estimates & Forecast, By Enterprise Size
- 6.2.1. Large Enterprises
- 6.2.2. Small & Medium Enterprises
Chapter 7. Contact Center as a Service (CCaaS) Market: End Use Estimates & Trend Analysis
- 7.1. End Use Movement Analysis & Market Share, 2022 & 2030
- 7.2. Contact Center as a Service (CCaaS) Market Estimates & Forecast, By End Use
- 7.2.1. BFSI
- 7.2.2. Consumer Goods & Retail
- 7.2.3. Government
- 7.2.4. Healthcare
- 7.2.5. IT & Telecom
- 7.2.6. Travel & Hospitality
- 7.2.7. Others
Chapter 8. Contact Center as a Service (CCaaS) Market: Regional Estimates & Trend Analysis
- 8.1. Contact Center as a Service (CCaaS) Market: Regional Outlook
- 8.2. North America
- 8.2.1. North America Contact Center as a Service (CCaaS) market estimates & forecasts, 2017 - 2030 (USD Million)
- 8.2.2. U.S.
- 8.2.2.1. U.S. Contact Center as a Service (CCaaS) market estimates & forecasts, 2017 - 2030 (USD Million)
- 8.2.3. Canada
- 8.2.3.1. Canada Contact Center as a Service (CCaaS) market estimates & forecasts, 2017 - 2030 (USD Million)
- 8.3. Europe
- 8.3.1. Europe Contact Center as a Service (CCaaS) market estimates & forecasts, 2017 - 2030 (USD Million)
- 8.3.2. UK
- 8.3.2.1. UK Contact Center as a Service (CCaaS) market estimates & forecasts, 2017 - 2030 (USD Million)
- 8.3.3. Germany
- 8.3.3.1. Germany Contact Center as a Service (CCaaS) market estimates & forecasts, 2017 - 2030 (USD Million)
- 8.3.4. France
- 8.3.4.1. France Contact Center as a Service (CCaaS) market estimates & forecasts, 2017 - 2030 (USD Million)
- 8.4. Asia Pacific
- 8.4.1. Asia Pacific Contact Center as a Service (CCaaS) market estimates & forecasts, 2017 - 2030 (USD Million)
- 8.4.2. China
- 8.4.2.1. China Contact Center as a Service (CCaaS) market estimates & forecasts, 2017 - 2030 (USD Million)
- 8.4.3. India
- 8.4.3.1. India Contact Center as a Service (CCaaS) market estimates & forecasts, 2017 - 2030 (USD Million)
- 8.4.4. Japan
- 8.4.4.1. Japan Contact Center as a Service (CCaaS) market estimates & forecasts, 2017 - 2030 (USD Million)
- 8.4.5. South Korea
- 8.4.5.1. South Korea Contact Center as a Service (CCaaS) market estimates & forecasts, 2017 - 2030 (USD Million)
- 8.4.6. Australia
- 8.4.6.1. Australia Contact Center as a Service (CCaaS) market estimates & forecasts, 2017 - 2030 (USD Million)
- 8.5. Latin America
- 8.5.1. Latin America Contact Center as a Service (CCaaS) market estimates & forecasts, 2017 - 2030 (USD Million)
- 8.5.2. Brazil
- 8.5.2.1. Brazil Contact Center as a Service (CCaaS) market estimates & forecasts, 2017 - 2030 (USD Million)
- 8.5.3. Mexico
- 8.5.3.1. Mexico Contact Center as a Service (CCaaS) market estimates & forecasts, 2017 - 2030 (USD Million)
- 8.6. Middle East & Africa
- 8.6.1. Middle East & Africa Contact Center as a Service (CCaaS) market estimates & forecasts, 2017 - 2030 (USD Million)
- 8.6.2. Kingdom of Saudi Arabia (KSA)
- 8.6.2.1. Kingdom of Saudi Arabia (KSA) Contact Center as a Service (CCaaS) market estimates & forecasts, 2017 - 2030 (USD Million)
- 8.6.3. UAE
- 8.6.3.1. UAE Contact Center as a Service (CCaaS) market estimates & forecasts, 2017 - 2030 (USD Million)
- 8.6.4. South Arica
- 8.6.4.1. South Africa Contact Center as a Service (CCaaS) market estimates & forecasts, 2017 - 2030 (USD Million)
Chapter 9. Competitive Landscape
- 9.1. Company Categorization
- 9.2. Participant's Overview
- 9.2.1. Alcatel Lucent Enterprise
- 9.2.2. Avaya, Inc.
- 9.2.3. Cisco Systems, Inc.
- 9.2.4. Enghouse Interactive, Inc.
- 9.2.5. Five9, Inc.
- 9.2.6. Genesys
- 9.2.7. Microsoft Corporation
- 9.2.8. NICE inContact
- 9.2.9. SAP SE
- 9.2.10. Unify, Inc.
- 9.3. Financial Performance
- 9.4. Product Benchmarking
- 9.5. Company Market Positioning
- 9.6. Company Market Share Analysis, 2022
- 9.7. Company Heat Map Analysis
- 9.8. Strategy Mapping
- 9.8.1. Expansion
- 9.8.2. Collaborations
- 9.8.3. Mergers & Acquisitions
- 9.8.4. New Product Launches
- 9.8.5. Partnerships
- 9.8.6. Others
Product Code: GVR-4-68038-284-6
List of Tables
- Table 1. Global Contact Center as a Service (CCaaS) Market, by Solution, 2017 - 2030 (USD Million)
- Table 2. Global Contact Center as a Service (CCaaS) Market, by Service, 2017 - 2030 (USD Million)
- Table 3. Global Contact Center as a Service (CCaaS) Market, by Enterprise Size, 2017 - 2030 (USD Million)
- Table 4. Global Contact Center as a Service (CCaaS) Market, by End Use, 2017 - 2030 (USD Million)
- Table 5. Company Market Share, 2022
- Table 6. Company Heat Map Analysis
- Table 7. Key companies undergoing expansion
- Table 8. Key companies undergoing collaborations
- Table 9. Key companies undergoing new product launch
- Table 10. Key companies undergoing mergers & acquisitions
- Table 11. Key companies undergoung other strategies
List of Figures
- Fig. 1 Contact Center as a Service (CCaaS) market segmentation
- Fig. 2 Information procurement
- Fig. 3 Data analysis models
- Fig. 4 Market formulation and valudation
- Fig. 5 Data validating & publishing
- Fig. 6 Market snapshot
- Fig. 7 Segment snapshot
- Fig. 8 Competitive landscape snapshot
- Fig. 9 Parent Market Value, 2022 (USD Million)
- Fig. 10 Contact Center as a Service (CCaaS) market - Industry value chain analysis
- Fig. 11 Contact Center as a Service (CCaaS) market dynamics
- Fig. 12 Contact Center as a Service (CCaaS) market: Porters's analysis
- Fig. 13 Contact Center as a Service (CCaaS) market: PESTEL analysis
- Fig. 14 Contact Center as a Service (CCaaS) market, by solution: key takeaways
- Fig. 15 Contact Center as a Service (CCaaS) market, by solution: market share, 2022 & 2030
- Fig. 16 Contact Center as a Service (CCaaS) market estimates & forecasts, by automatic call distribution, 2017 - 2030 (USD Million)
- Fig. 17 Contact Center as a Service (CCaaS) market estimates & forecasts, by call recording, 2017 - 2030 (USD Million)
- Fig. 18 Contact Center as a Service (CCaaS) market estimates & forecasts, by computer telephony integration, 2017 - 2030 (USD Million)
- Fig. 19 Contact Center as a Service (CCaaS) market estimates & forecasts, by customer collaboration, 2017 - 2030 (USD Million)
- Fig. 20 Contact Center as a Service (CCaaS) market estimates & forecasts, by dialer, 2017 - 2030 (USD Million)
- Fig. 21 Contact Center as a Service (CCaaS) market estimates & forecasts, by interactive voice response, 2017 - 2030 (USD Million)
- Fig. 22 Contact Center as a Service (CCaaS) market estimates & forecasts, by reporting & analytics, 2017 - 2030 (USD Million)
- Fig. 23 Contact Center as a Service (CCaaS) market estimates & forecasts, by workforce optimization, 2017 - 2030 (USD Million)
- Fig. 24 Contact Center as a Service (CCaaS) market estimates & forecasts, by others, 2017 - 2030 (USD Million)
- Fig. 25 Contact Center as a Service (CCaaS) market, by service: key takeaways
- Fig. 26 Contact Center as a Service (CCaaS) market, by service: market share, 2022 & 2030
- Fig. 27 Contact Center as a Service (CCaaS) market estimates & forecasts, by integration & deployment, 2017 - 2030 (USD Million)
- Fig. 28 Contact Center as a Service (CCaaS) market estimates & forecasts, by support & maintenance, 2017 - 2030 (USD Million)
- Fig. 29 Contact Center as a Service (CCaaS) market estimates & forecasts, by training & consulting, 2017 - 2030 (USD Million)
- Fig. 30 Contact Center as a Service (CCaaS) market estimates & forecasts, by managed services, 2017 - 2030 (USD Million)
- Fig. 31 Contact Center as a Service (CCaaS) market, by enterprise size: key takeaways
- Fig. 32 Contact Center as a Service (CCaaS) market, by enterprise size: market share, 2022 & 2030
- Fig. 33 Contact Center as a Service (CCaaS) market estimates & forecasts, by lage enterprises, 2017 - 2030 (USD Million)
- Fig. 34 Contact Center as a Service (CCaaS) market estimates & forecasts, by small & medium enterprises, 2017 - 2030 (USD Million)
- Fig. 35 Contact Center as a Service (CCaaS) market, by end use: key takeaways
- Fig. 36 Contact Center as a Service (CCaaS) market, by end use: market share, 2022 & 2030
- Fig. 37 Contact Center as a Service (CCaaS) market estimates & forecasts, by BFSI, 2017 - 2030 (USD Million)
- Fig. 38 Contact Center as a Service (CCaaS) market estimates & forecasts, by consumer goods & retail, 2017 - 2030 (USD Million)
- Fig. 39 Contact Center as a Service (CCaaS) market estimates & forecasts, by government, 2017 - 2030 (USD Million)
- Fig. 40 Contact Center as a Service (CCaaS) market estimates & forecasts, by healthcare, 2017 - 2030 (USD Million)
- Fig. 41 Contact Center as a Service (CCaaS) market estimates & forecasts, by IT & telecom, 2017 - 2030 (USD Million)
- Fig. 42 Contact Center as a Service (CCaaS) market estimates & forecasts, by travel & hospitality, 2017 - 2030 (USD Million)
- Fig. 43 Contact Center as a Service (CCaaS) market estimates & forecasts, by others, 2017 - 2030 (USD Million)
- Fig. 44 Contact Center as a Service (CCaaS) market revenue, by region, 2022 & 2030, (USD Million)
- Fig. 45 Regional marketplace: key takeways
- Fig. 46 North America Contact Center as a Service (CCaaS) market estimates & forecasts, 2017 - 2030 (USD Million)
- Fig. 47 U.S. Contact Center as a Service (CCaaS) market estimates & forecasts, 2017 - 2030 (USD Million)
- Fig. 48 Canada Contact Center as a Service (CCaaS) market estimates & forecasts, 2017 - 2030 (USD Million)
- Fig. 49 Europe Contact Center as a Service (CCaaS) market estimates & forecasts, 2017 - 2030 (USD Million)
- Fig. 50 UK Contact Center as a Service (CCaaS) market estimates & forecasts, 2017 - 2030 (USD Million)
- Fig. 51 Germany Contact Center as a Service (CCaaS) market estimates & forecasts, 2017 - 2030 (USD Million)
- Fig. 52 France Contact Center as a Service (CCaaS) market estimates & forecasts, 2017 - 2030 (USD Million)
- Fig. 53 Asia Pacific Contact Center as a Service (CCaaS) market estimates & forecasts, 2017 - 2030 (USD Million)
- Fig. 54 China Contact Center as a Service (CCaaS) market estimates & forecasts, 2017 - 2030 (USD Million)
- Fig. 55 India Contact Center as a Service (CCaaS) market estimates & forecasts, 2017 - 2030 (USD Million)
- Fig. 56 Japan Contact Center as a Service (CCaaS) market estimates & forecasts, 2017 - 2030 (USD Million)
- Fig. 57 South Korea Contact Center as a Service (CCaaS) market estimates & forecasts, 2017 - 2030 (USD Million)
- Fig. 58 Australia Contact Center as a Service (CCaaS) market estimates & forecasts, 2017 - 2030 (USD Million)
- Fig. 59 Latin America Contact Center as a Service (CCaaS) market estimates & forecasts, 2017 - 2030 (USD Million)
- Fig. 60 Brazil Contact Center as a Service (CCaaS) market estimates & forecasts, 2017 - 2030 (USD Million)
- Fig. 61 Mexico Contact Center as a Service (CCaaS) market estimates & forecasts, 2017 - 2030 (USD Million)
- Fig. 62 Middle East & Africa Contact Center as a Service (CCaaS) market estimates & forecasts, 2017 - 2030 (USD Million)
- Fig. 63 Kingdom of Saudi Arabia (KSA) Contact Center as a Service (CCaaS) market estimates & forecasts, 2017 - 2030 (USD Million)
- Fig. 64 UAE Contact Center as a Service (CCaaS) market estimates & forecasts, 2017 - 2030 (USD Million)
- Fig. 65 South Africa Contact Center as a Service (CCaaS) market estimates & forecasts, 2017 - 2030 (USD Million)
- Fig. 66 Key company categorization
- Fig. 67 Company market positioning
- Fig. 68 Company market share analysis, 2022
- Fig. 69 Strategic framework
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