Press release
Global Contact Center As A Service (CCaaS) Market Size, Share, Growth, Trends and Forecast To 2033
The Business Research Company offers in-depth market insights through Contact Center As A Service (CCaaS) Global Market Report 2024, providing businesses with a competitive advantage by thoroughly analyzing the market structure, including estimates for numerous segments and sub-segments.
Market Size And Growth Forecast:
The contact center as a service (CCaaS) market size has grown rapidly in recent years. It will grow from $5.65 billion in 2023 to $6.7 billion in 2024 at a compound annual growth rate (CAGR) of 18.7%. The growth in the historic period can be attributed to early cloud adoption, industry adoption rates, regulatory compliance evolution, integration with legacy systems, market consolidation, remote work enablement.
The contact center as a service (CCaaS) market size is expected to see rapid growth in the next few years. It will grow to $13.46 billion in 2028 at a compound annual growth rate (CAGR) of 19.0%. The growth in the forecast period can be attributed to subscription-based models, evolving customer expectations, customization and personalization, rise in remote work, integration with corm systems. Major trends in the forecast period include AI-powered customer engagement, cloud adoption, omnichannel experience, analytics and insights, remote workforce enablement.
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Market Segmentation:
The contact center as a service (CCaaS) market covered in this report is segmented -
1) By Function: Automatic Call Distribution, Call Recording, Computer Telephony Integration, Customer Collaboration, Dialer, Interactive Voice Response, Reporting And Analytics, Workforce Optimization, Other Functions
2) By Enterprise Size: Large Enterprises, Small And Medium Enterprises (SMEs)
3) By Industry: BFSI, IT and Telecommunications, Government, Healthcare, Consumer Goods and Retail, Travel and Hospitality, Media and Entertainment, Other Industries
Major Driver - Global Internet Users Propel Expansion Of Contact Center As A Service (CCaaS) Market
The increasing number of internet users around the world is expected to propel the growth of the contact center as a service (CCaaS) market going forward. Internet users are those who actively participate in online communities or on the Internet. The Internet is a vast network of computer networks that provides access to information resources over a variety of private, public, commercial, academic, and governmental networks. Contact center as a service (CCaaS) helps companies and consumers to obtain and give information over the internet seamlessly. For instance, according to a report by the International Telecommunication Union (ITU), a United Nations specialized agency for matters related to information and communication technologies, during the COVID-19 pandemic, internet users climbed from 4.1 billion in 2019 to 4.9 billion in 2021. Therefore, the increasing number of internet users around the world is driving the growth of the contact center as a service (CCaaS) market.
Competitive Landscape:
Major companies operating in the contact center as a service (CCaaS) market report are Amazon.com Inc., Alphabet Inc., Microsoft Corporation, AT&T Inc., Accentur*e LLP, IBM Corporation, Cisco Systems Inc, Content Guru Limited, SAP SE, Capgemini, CenturyLink Inc., NICE Systems Ltd, Genesys, Alcatel Lucent Enterprise, Vonage Holdings Corp., Mitel Networks Corporation, Unify Inc, 8x8 Inc, NICE inContact, Zendesk Inc., Orcale Corporation, Talkdesk Inc, Anywhere365 Enterprise Dialogue Management, Liveops Inc., Evolve IP LLC, Enghouse Interactive Inc, 3CLogic, Computer Talk Technology Inc, Luware AG, Serenova, Intrado Corporation, Elevio, Vocalcom, Sharpen
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Top Trend - Innovative Cloud Contact Centers Redefine Customer Service Dynamics In CCaaA Market
Major companies operating in the contact center as a service (CCaaS) market are developing innovative products such as cloud contact centers. Cloud contact centers are a type of contact center solution where all the necessary software, hardware, and infrastructure are hosted and managed by a third-party vendor in the cloud. For instance, in February 2022, Zoom Video Communications, Inc. launched Zoom Contact Centre, which is the first omnichannel cloud contact center platform to deliver customer service experiences through various channels such as video, SMS, voice, and web chat. Since its launch, Zoom Contact Centre has evolved into a robust customer experience suite, incorporating more than 600 new features in less than 18 months, including the new Workforce Engagement Management solution for agent coaching and forecasting.
The Table Of Content For The Market Report Include:
1. Executive Summary
2. Contact Center As A Service (CCaaS) Market Characteristics
3. Contact Center As A Service (CCaaS) Market Trends And Strategies
4. Contact Center As A Service (CCaaS) Market - Macro Economic Scenario
5. Contact Center As A Service (CCaaS) Market Size And Growth
…..
27. Contact Center As A Service (CCaaS) Market Competitor Landscape And Company Profiles
28. Key Mergers And Acquisitions
29. Future Outlook and Potential Analysis
30. Appendix
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