Global Contact Center as a Service Market Analysis by Top key Players: Five9, inContact, Talkdesk, Genesys, 8x8, NewVoiceMedia

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.

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.

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.

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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

Market segment by Type, the product can be split into
Onshore Outsourcing
Offshore Outsourcing

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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.

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

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