Contact Center-as-a-Service Market Key Players, Competitive Landscape, Growth, Statistics, Revenue and Industry Analysis Report by 2030

The global CCaaS market size reached USD 3.91 Billion in 2021 and is expected to register a revenue CAGR of 18.0% during the forecast period, according to latest analysis by Emergen Research. Increasing requirement for improved and seamless end-to-end customer experience is a key factor driving market revenue growth. Rapid adoption of cloud-based contact centers and increasing integration of Application Programming Interface (API) enabling centralization of data for easy access are some of the major factors contributing to the rapid demand for CCaaS solutions. Provision of omnichannel communication and implementation of digital technologies such as artificial intelligence enables centralization of every customer interaction which provides a competitive edge to enterprises. CCaaS enable automation of manual and repetitive task in addition to providing information with various tools and resources to agents, increasing job satisfaction and productivity.

The Contact Center-as-a-Service Marketplace Report offers wide-ranging information and facts about the Contact Center-as-a-Service market pertaining to market size, market share, growth influencing factors, opportunities, and current and emerging trends. The report is formulated with the updated and latest information of the global Contact Center-as-a-Service market further validated and verified by the industry experts and professionals. The Global Contact Center-as-a-Service Market report contains historical, current, and forecast estimation of the revenue generation and profits for each segment and sub-segment of the Contact Center-as-a-Service market in each key region of the world. The report additionally sheds light on the emerging growth opportunities in the business sphere that are anticipated to bolster the growth of the market.

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Some Key Highlights From the Report
Automatic call distribution segment accounted for a significantly large revenue share in 2021. Automatic call distribution offers excellent handling of large volumes of inbound calls and easy routing of calls in the least amount of time possible. Features such as call queuing and voicemail improve the efficiency of agents, which are contributing to higher customer satisfaction and better customer experience as well. Moreover, integration with other tools such as IVR makes customer support operations simple and efficient, hence driving demand for automatic call distribution in large and small & medium enterprises.

Large enterprises segment accounted for the largest revenue share in the CCaaS market in 2021. Rising demand for the handling of a large volume of customer databases and maintenance of business operations for efficiency are a few of the key factors contributing to the surge in demand for CCaaS in large enterprises. No requirement of hardware installation resulting in low maintenance cost and less investment in IT infrastructure is boosting demand for cloud-based CCaaS solutions in both large and small & medium enterprises. Support across various channels, reduced waiting time and easy access to data are contributing to the rapid adoption of CCaaS in large enterprises as it increases customer satisfaction and customer loyalty.

Banking, Financial Services, and Insurance (BFSI) segment accounted for a significant revenue share in 2021. BFSI segment accounted for the largest revenue share in 2021. Rising focus on customer experience in banks and financial institutions for continuous engagement across the customer lifecycle is a key factor driving the revenue growth of the segment. Rapid adoption of AI in next-gen contact center platforms, enables banks to utilize contact centers as customer engagement hubs. Provision of delivering services across all the touchpoints constantly to customers without the need to restart conversation is one of the major factors driving the demand for CCaaS in the segment. Rising customer engagement in the BFSI segment owing to digitalization attributed to the growth of segment. Growing technologies like artificial intelligence, digital banking, chatbots, and the video Know Your Customer (KYC) process have attributed to the growth of segment revenue in banks. Growing demand in next-generation banks for enhanced customer experience and data-driven analytics has made CCaaS banking solutions an essential requirement.

Leading Companies of the Contact Center-as-a-Service Industry and Profiled in the Report are:

Alcatel-Lucent Enterprise, Avaya Inc., Cisco Systems, Inc., Enghouse Interactive, Five9, Inc., Genesys, Microsoft, NICE Ltd., SAP, and Atos SE.

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Analysis of the segments and their growth projection is carried out by extensive historical and current analysis of the market scenario. Further, the report offers details about the factors and features of the Contact Center-as-a-Service market expected to boost the growth of the industry in the coming years.

Emergen Research has segmented the global Contact Center-as-a-Service (CCaaS) market on the basis of service solution, enterprise size, end-use, and region:

Service Solution Outlook (Revenue, USD Billion; 2019-2030)
Reporting & analytics

Customer collaboration

Automatic call distribution

Multichannel

Computer Telephony Integration (CTI)

Workforce optimization

Interactive Voice Response (IVR)

Others

Enterprise Size Outlook (Revenue, USD Billion; 2019-2030)
Large Enterprises

Small & Medium Enterprises

End-User Outlook (Revenue, USD Billion; 2019-2030)
BFSI

Healthcare

Consumer goods & retail

Government

IT & telecommunications

Travel & hospitality

Others

Regional Analysis:

The report sheds light on the region expected to dominate the Contact Center-as-a-Service market in the coming years. The report estimates the market size in terms of volume and value and offers an accurate estimate of the market share each region is anticipated to hold during the forecast period. The report analyzes the spread of the Contact Center-as-a-Service market in key geographies covering North America, Latin America, Europe, Asia Pacific, and Middle East & Africa. The regional analysis offers an idea about the production and consumption pattern, import/export, supply and demand ratio, revenue contribution, market share and size, and the presence of prominent players in each region.

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The report covers key points of the market, including the standards, regulations, and policy changes applied by the government on the industry for the coming years. The report encompasses thorough research carried out by the application of advanced analytical tools such as SWOT analysis and Porter's Five Forces analysis to pinpoint the growth trends and patterns. Factors likely to influence the growth of the market, current trends, opportunities, restraining factors, and business landscape are discussed in-depth in the market study.

Key Questions Answered in the Report:

What is the growth rate of the Contact Center-as-a-Service market? What is the anticipated market valuation of Contact Center-as-a-Service industry by 2030?

What are the key growth driving and restraining factors of the Contact Center-as-a-Service market?

Who are the prominent players operating in the market? What are the key strategies adopted by these companies?

What are the key opportunities and growth prospects of the Contact Center-as-a-Service industry over the forecast period?

Which region is expected to show significant growth in the coming years?

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