Press release
Contact Center as a Service Market 2019 by key player’s are: Five9, inContact, Talkdesk, Genesys, 8x8, NewVoiceMedia, Serenova, Connect First
Contact Center as a Service
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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.
The key players covered in this study
• Five9
• inContact
• Talkdesk
• Genesys
• 8x8
• NewVoiceMedia
• Serenova
• Connect First
• Noble Systems
• Cisco (BroadSoft)
• Evolve IP
• Nuance
• Talkdesk
• Genesys
• NewVoiceMedia
• Content Guru
• Puzzel (Intelecom)
• Orange Business
• Services
• Capgemini
• BT
• Others
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 Breakdown by Regions
• North America
• Europe
• China
• Japan
• Southeast Asia
• Rest of the World
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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
TOC continued…!
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