Global Contact Center as a Service (CCaaS) Market Research Report - Industry Analysis, Size, Share, Growth, Trends and Forecast 2023 to 2030

Description

List of Tables

The global demand for Contact Center as a Service (CCaaS) Market is presumed to reach the market size of nearly USD 23.5 BN by 2030 from USD 5.43 BN in 2022 with a CAGR of 20.1% under the study period 2023 - 2030.

Contact Center as a Service (CCaaS) is defined as a cloud-based customer experience solution that enables an organization to use a contact center provider's software. A CCaaS model offers companies to buy only the technology they need, which decreases the necessity for internal IT support. Organizations gain flexibility and agility with the help of a contact center as a service. They can also pay less for assets that have high and low demand loads. CCaaS is an ideal alternative for many contact centers because it provides scalability and facilitates an extraordinary customer experience to boost business operations.

MARKET DYNAMICS:

The market is witnessing robust growth due to the increased use of advanced contact center technologies to improve business continuity & streamline customer interactions to boost customer satisfaction. Additionally, the integration of machine learning and Artificial Intelligence (AI) technologies in contact center solutions is anticipated to generate more growth possibilities for the contact center as a service (CCaaS) market. Moreover, a huge surge in cloud-based services and increasing adoption of CCaaS software for the working population will further lead to market expansion. Numerous organizations are developing innovative AI-based contact center platform solutions for improving customer satisfaction which will likely expand the market of the contact center as a service (CCaaS).

The research report covers Porter's Five Forces Model, Market Attractiveness Analysis, and Value Chain analysis. These tools help to get a clear picture of the industry's structure and evaluate the competition attractiveness at a global level. Additionally, these tools also give an inclusive assessment of each segment in the global market of contact center as a service (ccaas). The growth and trends of contact center as a service (ccaas) industry provide a holistic approach to this study.

MARKET SEGMENTATION:

This section of the contact center as a service (ccaas) market report provides detailed data on the segments at country and regional level, thereby assisting the strategist in identifying the target demographics for the respective product or services with the upcoming opportunities.

By Solution

Automatic Call Distribution
Call Recording
Computer Telephony Integration
Customer Collaboration
Dialer
Interactive Voice Response
Reporting & Analytics
Workforce Optimization
Others

By Service

Integration & Deployment
Support & Maintenance
Training & Consulting
Managed Services

By Enterprise Size

Large Enterprises
Small & Medium Enterprises

By End-Use

BFSI
Consumer Goods & Retail
Government
Healthcare
IT & Telecom
Travel & Hospitality
Others

REGIONAL ANALYSIS:

This section covers the regional outlook, which accentuates current and future demand for the Contact Center as a Service (CCaaS) market across North America, Europe, Asia-Pacific, Latin America, and Middle East & Africa. Further, the report focuses on demand, estimation, and forecast for individual application segments across all the prominent regions.

The research report also covers the comprehensive profiles of the key players in the market and an in-depth view of the competitive landscape worldwide. The major players in the Contact Center As A Service (CCaaS) market include Alcatel Lucent Enterprise, Avaya Inc., Cisco Systems Inc., Enghouse Interactive Inc., Five9 Inc., Genesys, Microsoft Corporation, NICE inContact, SAP SE, Unify Inc. This section consists of a holistic view of the competitive landscape that includes various strategic developments such as key mergers & acquisitions, future capacities, partnerships, financial overviews, collaborations, new product developments, new product launches, and other developments.

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Product Code: VMR11219199

1 . PREFACE

1.1. Report Description
- 1.1.1. Objective
- 1.1.2. Target Audience
- 1.1.3. Unique Selling Proposition (USP) & offerings
1.2. Research Scope
1.3. Research Methodology
- 1.3.1. Market Research Process
- 1.3.2. Market Research Methodology

2 . EXECUTIVE SUMMARY

2.1. Highlights of Market
2.2. Global Market Snapshot

3 . CONTACT CENTER AS A SERVICE (CCAAS) - INDUSTRY ANALYSIS

3.1. Introduction - Market Dynamics
3.2. Market Drivers
3.3. Market Restraints
3.4. Opportunities
3.5. Industry Trends
3.6. Porter's Five Force Analysis
3.7. Market Attractiveness Analysis
- 3.7.1 Market Attractiveness Analysis By Solution
- 3.7.2 Market Attractiveness Analysis By Service
- 3.7.3 Market Attractiveness Analysis By Enterprise Size
- 3.7.4 Market Attractiveness Analysis By End-Use
- 3.7.5 Market Attractiveness Analysis By Region

4 . VALUE CHAIN ANALYSIS

4.1. Value Chain Analysis
4.2. Raw Material Analysis
- 4.2.1. List of Raw Materials
- 4.2.2. Raw Material Manufactures List
- 4.2.3. Price Trend of Key Raw Materials
4.3. List of Potential Buyers
4.4. Marketing Channel
- 4.4.1. Direct Marketing
- 4.4.2. Indirect Marketing
- 4.4.3. Marketing Channel Development Trend

5 . IMPACT ANALYSIS OF COVID-19 OUTBREAK

6 . GLOBAL CONTACT CENTER AS A SERVICE (CCAAS) MARKET ANALYSIS BY SOLUTION

6.1 Overview by Solution
6.2 Historical and Forecast Data
6.3 Analysis by Solution
6.4 Automatic Call Distribution Historic and Forecast Sales by Regions
6.5 Call Recording Historic and Forecast Sales by Regions
6.6 Computer Telephony Integration Historic and Forecast Sales by Regions
6.7 Customer Collaboration Historic and Forecast Sales by Regions
6.8 Dialer Historic and Forecast Sales by Regions
6.9 Interactive Voice Response Historic and Forecast Sales by Regions
6.10. Reporting & Analytics Historic and Forecast Sales by Regions
6.11 Workforce Optimization Historic and Forecast Sales by Regions
6.12 Others Historic and Forecast Sales by Regions

7 . GLOBAL CONTACT CENTER AS A SERVICE (CCAAS) MARKET ANALYSIS BY SERVICE

7.1 Overview by Service
7.2 Historical and Forecast Data
7.3 Analysis by Service
7.4 Integration & Deployment Historic and Forecast Sales by Regions
7.5 Support & Maintenance Historic and Forecast Sales by Regions
7.6 Training & Consulting Historic and Forecast Sales by Regions
7.7 Managed Services Historic and Forecast Sales by Regions

8 . GLOBAL CONTACT CENTER AS A SERVICE (CCAAS) MARKET ANALYSIS BY ENTERPRISE SIZE

8.1 Overview by Enterprise Size
8.2 Historical and Forecast Data
8.3 Analysis by Enterprise Size
8.4 Large Enterprises Historic and Forecast Sales by Regions
8.5 Small & Medium Enterprises Historic and Forecast Sales by Regions

9 . GLOBAL CONTACT CENTER AS A SERVICE (CCAAS) MARKET ANALYSIS BY END-USE

9.1 Overview by End-Use
9.2 Historical and Forecast Data
9.3 Analysis by End-Use
9.4 BFSI Historic and Forecast Sales by Regions
9.5 Consumer Goods & Retail Historic and Forecast Sales by Regions
9.6 Government Historic and Forecast Sales by Regions
9.7 Healthcare Historic and Forecast Sales by Regions
9.8 IT & Telecom Historic and Forecast Sales by Regions
9.9 Travel & Hospitality Historic and Forecast Sales by Regions
9.10. Others Historic and Forecast Sales by Regions

10 . GLOBAL CONTACT CENTER AS A SERVICE (CCAAS) MARKET ANALYSIS BY GEOGRAPHY

10.1. Regional Outlook
10.2. Introduction
10.3. North America Sales Analysis
- 10.3.1. Overview, Historic and Forecast Sales Analysis
- 10.3.2. North America By Segment Sales Analysis
- 10.3.3. North America By Country Sales Analysis
- 10.3.4. United State Sales Analysis
- 10.3.5. Canada Sales Analysis
- 10.3.6. Mexico Sales Analysis
10.4. Europe Sales Analysis
- 10.4.1. Overview, Historic and Forecast Sales Analysis
- 10.4.2. Europe by Segment Sales Analysis
- 10.4.3. Europe by Country Sales Analysis
- 10.4.4. United Kingdom Sales Analysis
- 10.4.5. France Sales Analysis
- 10.4.6. Germany Sales Analysis
- 10.4.7. Italy Sales Analysis
- 10.4.8. Russia Sales Analysis
- 10.4.9. Rest Of Europe Sales Analysis
10.5. Asia Pacific Sales Analysis
- 10.5.1. Overview, Historic and Forecast Sales Analysis
- 10.5.2. Asia Pacific by Segment Sales Analysis
- 10.5.3. Asia Pacific by Country Sales Analysis
- 10.5.4. China Sales Analysis
- 10.5.5. India Sales Analysis
- 10.5.6. Japan Sales Analysis
- 10.5.7. South Korea Sales Analysis
- 10.5.8. Australia Sales Analysis
- 10.5.9. Rest Of Asia Pacific Sales Analysis
10.6. Latin America Sales Analysis
- 10.6.1. Overview, Historic and Forecast Sales Analysis
- 10.6.2. Latin America by Segment Sales Analysis
- 10.6.3. Latin America by Country Sales Analysis
- 10.6.4. Brazil Sales Analysis
- 10.6.5. Argentina Sales Analysis
- 10.6.6. Peru Sales Analysis
- 10.6.7. Chile Sales Analysis
- 10.6.8. Rest of Latin America Sales Analysis
10.7. Middle East & Africa Sales Analysis
- 10.7.1. Overview, Historic and Forecast Sales Analysis
- 10.7.2. Middle East & Africa by Segment Sales Analysis
- 10.7.3. Middle East & Africa by Country Sales Analysis
- 10.7.4. Saudi Arabia Sales Analysis
- 10.7.5. UAE Sales Analysis
- 10.7.6. Israel Sales Analysis
- 10.7.7. South Africa Sales Analysis
- 10.7.8. Rest Of Middle East And Africa Sales Analysis

11 . COMPETITIVE LANDSCAPE OF THE CONTACT CENTER AS A SERVICE (CCAAS) COMPANIES

11.1. Contact Center As A Service (Ccaas) Market Competition
11.2. Partnership/Collaboration/Agreement
11.3. Merger And Acquisitions
11.4. New Product Launch
11.5. Other Developments

12 . COMPANY PROFILES OF CONTACT CENTER AS A SERVICE (CCAAS) INDUSTRY

12.1. Top Company Share Analysis
12.2. Market Concentration Rate
12.3. Alcatel Lucent Enterprise
- 12.3.1. Company Overview
- 12.3.2. Company Revenue
- 12.3.3. Products
- 12.3.4. Recent Developments
12.4. Avaya Inc.
- 12.4.1. Company Overview
- 12.4.2. Company Revenue
- 12.4.3. Products
- 12.4.4. Recent Developments
12.5. Cisco Systems Inc.
- 12.5.1. Company Overview
- 12.5.2. Company Revenue
- 12.5.3. Products
- 12.5.4. Recent Developments
12.6. Enghouse Interactive Inc.
- 12.6.1. Company Overview
- 12.6.2. Company Revenue
- 12.6.3. Products
- 12.6.4. Recent Developments
12.7. Five9 Inc.
- 12.7.1. Company Overview
- 12.7.2. Company Revenue
- 12.7.3. Products
- 12.7.4. Recent Developments
12.8. Genesys
- 12.8.1. Company Overview
- 12.8.2. Company Revenue
- 12.8.3. Products
- 12.8.4. Recent Developments
12.9. Microsoft Corporation
- 12.9.1. Company Overview
- 12.9.2. Company Revenue
- 12.9.3. Products
- 12.9.4. Recent Developments
12.10. NICE inContact
- 12.10.1. Company Overview
- 12.10.2. Company Revenue
- 12.10.3. Products
- 12.10.4. Recent Developments
12.11. SAP SE
- 12.11.1. Company Overview
- 12.11.2. Company Revenue
- 12.11.3. Products
- 12.11.4. Recent Developments
12.12. Unify Inc.
- 12.12.1. Company Overview
- 12.12.2. Company Revenue
- 12.12.3. Products
- 12.12.4. Recent Developments

Note - in company profiling, financial details and recent development are subject to availability or might not be covered in case of private companies