Press release
Contact Center as a Service Market Size, Status, Future Forecast, Growth Opportunity by Capgemini, Orange Business, Content Guru, Talkdesk, Cisco, NewVoiceMedia, 8×8, Talkdesk, Five9 & more) Forecast by 2025
2019 Contact Center as a Service Market 2025
In 2018, the global Contact Center as a Service market size was xx million US$ and it is expected to reach xx million US$ by the end of 2025, with a CAGR of xx% during 2019-2025.
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The key players covered in this study
• Five9
• inContact
• Talkdesk
• Genesys
• 8×8
• NewVoiceMedia
• Serenova
• Connect First
• Noble Systems
• Cisco (BroadSoft)
• Evolve IP
• Nuance
• Talkdesk
• Genesys
• NewVoiceMedia
• Content Guru
• Puzzel (Intelecom)
• Orange Business
• Services
• Capgemini
• BT
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Contact center as a service (CCaaS) solutions offer similar functional capabilities to those of on-premises contact center infrastructure, but there are key differences. With CCaaS, connectivity to other cloud-based applications may be easier, consumption is paid for via monthly subscription, and there is a stronger focus on service capabilities. Functions and abilities that organizations consider when reviewing their contact center requirements include: Automatic call distribution (ACD) and interactive voice response (IVR). Universal routing and queuing of voice and internet channels A chatbot capability to support self-service and assisted-service interactions and transactions. Proactive contact, including outbound dialing and SMS, as well as push text and email notifications. Access to customer data Support for virtual operations, remote agents and subject matter expets Customer relationship tracking, management applications and operational support applications.
This report focuses on the global Contact Center as a Service status, future forecast, growth opportunity, key market and key players. The study objectives are to present the Contact Center as a Service development in United States, Europe and China.
Market segment by Type, the product can be split into
• Onshore Outsourcing
• Offshore Outsourcing
Market segment by Application, split into
• Telecom & IT
• BFSI
• Healthcare & Life Sciences
• Government & Public
• Retail & Consumer Goods
• Others
Market segment by Regions/Countries, this report covers
• United States
• Europe
• China
• Japan
• Southeast Asia
• India
• Central & South America
The study objectives of this report are:
To analyze global Contact Center as a Service status, future forecast, growth opportunity, key market and key players.
To present the Contact Center as a Service development in United States, Europe and China.
To strategically profile the key players and comprehensively analyze their development plan and strategies.
To define, describe and forecast the market by product type, market and key regions.
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In this study, the years considered to estimate the market size of Contact Center as a Service are as follows:
History Year: 2014-2018
Base Year: 2018
Estimated Year: 2019
Forecast Year 2019 to 2025
For the data information by region, company, type and application, 2018 is considered as the base year. Whenever data information was unavailable for the base year, the prior year has been considered.
Table of Contents
1 Report Overview
1.1 Study Scope
1.2 Key Market Segments
1.3 Players Covered
1.4 Market Analysis by Type
1.4.1 Global Contact Center as a Service Market Size Growth Rate by Type (2014-2025)
1.4.2 Onshore Outsourcing
1.4.3 Offshore Outsourcing
1.5 Market by Application
1.5.1 Global Contact Center as a Service Market Share by Application (2014-2025)
1.5.2 Telecom & IT
1.5.3 BFSI
1.5.4 Healthcare & Life Sciences
1.5.5 Government & Public
1.5.6 Retail & Consumer Goods
1.5.7 Others
1.6 Study Objectives
1.7 Years Considered
2 Global Growth Trends
2.1 Contact Center as a Service Market Size
2.2 Contact Center as a Service Growth Trends by Regions
2.2.1 Contact Center as a Service Market Size by Regions (2014-2025)
2.2.2 Contact Center as a Service Market Share by Regions (2014-2019)
2.3 Industry Trends
2.3.1 Market Top Trends
2.3.2 Market Drivers
2.3.3 Market Opportunities
3 Market Share by Key Players
3.1 Contact Center as a Service Market Size by Manufacturers
3.1.1 Global Contact Center as a Service Revenue by Manufacturers (2014-2019)
3.1.2 Global Contact Center as a Service Revenue Market Share by Manufacturers (2014-2019)
3.1.3 Global Contact Center as a Service Market Concentration Ratio (CR5 and HHI)
3.2 Contact Center as a Service Key Players Head office and Area Served
3.3 Key Players Contact Center as a Service Product/Solution/Service
3.4 Date of Enter into Contact Center as a Service Market
3.5 Mergers & Acquisitions, Expansion Plans
4 Breakdown Data by Type and Application
4.1 Global Contact Center as a Service Market Size by Type (2014-2019)
4.2 Global Contact Center as a Service Market Size by Application (2014-2019)
5 United States
5.1 United States Contact Center as a Service Market Size (2014-2019)
5.2 Contact Center as a Service Key Players in United States
5.3 United States Contact Center as a Service Market Size by Type
5.4 United States Contact Center as a Service Market Size by Application
6 Europe
6.1 Europe Contact Center as a Service Market Size (2014-2019)
6.2 Contact Center as a Service Key Players in Europe
6.3 Europe Contact Center as a Service Market Size by Type
6.4 Europe Contact Center as a Service Market Size by Application
7 China
7.1 China Contact Center as a Service Market Size (2014-2019)
7.2 Contact Center as a Service Key Players in China
7.3 China Contact Center as a Service Market Size by Type
7.4 China Contact Center as a Service Market Size by Application
8 Japan
8.1 Japan Contact Center as a Service Market Size (2014-2019)
8.2 Contact Center as a Service Key Players in Japan
8.3 Japan Contact Center as a Service Market Size by Type
8.4 Japan Contact Center as a Service Market Size by Application
9 Southeast Asia
9.1 Southeast Asia Contact Center as a Service Market Size (2014-2019)
9.2 Contact Center as a Service Key Players in Southeast Asia
9.3 Southeast Asia Contact Center as a Service Market Size by Type
9.4 Southeast Asia Contact Center as a Service Market Size by Application
10 India
10.1 India Contact Center as a Service Market Size (2014-2019)
10.2 Contact Center as a Service Key Players in India
10.3 India Contact Center as a Service Market Size by Type
10.4 India Contact Center as a Service Market Size by Application
11 Central & South America
11.1 Central & South America Contact Center as a Service Market Size (2014-2019)
11.2 Contact Center as a Service Key Players in Central & South America
11.3 Central & South America Contact Center as a Service Market Size by Type
11.4 Central & South America Contact Center as a Service Market Size by Application
12 International Players Profiles
...Continued
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