Market Insights and Analysis: Contact Centre as a Service Market Overview and Projections (2023-2028)
The Global Contact Center as a Service Market size was valued USD 4.57 Billion in 2022 and is estimated to grow at a CAGR of about 15.6% during the forecast period, i.e., 2023-28.
Top leading companies in the Contact Centre as a Service Market includes:
Genesys Telecommunication Laboratories, Nice System Ltd., Talk Desk Inc., 8X8 Inc., Enghouse Interactive, Luware AG, Evolve IP LLC, Cisco Systems, Alcatel Lucent Enterprises, Microsoft Corporation, Five9 Inc., Avaya Inc., Anywhere365, Zen Desk, Mitel Network Corp., Others
Global Contact Center as a Service Market Trend: Integration of Artificial Intelligence-powered Features to Wave the Market Growth
Advancements in technology have resulted in the integration of Artificial Intelligence, Machine Learning, Edge Computing, etc., in CCaaS solutions like automatic calling, interactive messages through catboats, etc. The usage of advanced technology has improved the overall efficiency of the CCaaS solutions providers. It has improved client engagement by providing them with personalized assistance & has also reduced the average time spent on one customer.
Owing to such factors & operational efficiency, more companies are adopting AI-based CCaaS solutions like automated calling, instant verification, personalized messages, etc., further contributing in enhancing the Contact Center as a Service Market size.
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Report Segmentation:
The market is categorized into the following segments in the report:
By Component
-Solution Type
–Automated Call Distribution
–Computer Telephony Integration (CTI)
–Reporting & Analytics
–Interactive Voice Response (IVR)
–Customer Collaborations
–Workforce Optimization
–Others (Recording, Dialer, etc.)
-Services Type
–Integration & Deployment
–Support & Maintenance
–Training & Consulting
By Organization Size
-Small & Medium
-Large
- Large Enterprises hold a significant share in the market as industries like Walmart, Amazon, Uber, Spotify, etc., have a well-expanded business, due to which the customer traffic at these websites is high.
By Deployment Mode
-Public Cloud
-Private Cloud
-Hybrid Cloud
By End Users
-Banking & Financial Services & Insurance
-Government Agencies
-Healthcare
-Retail & Ecommerce
-IT & Telecommunication
-Manufacturing
-Media & Entertainment-Market Size & Forecast 2018-2028F, USD Million
-Tourism & Hospitality-Market Size & Forecast 2018-2028F, USD Million
-Others (Education Institutions, Energy & Utility, etc.)
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Contact Centre as a Service Market Geographic Reach:
The Geographic Reach of the Contact Centre as a Service Market evaluates the spread and significance of Contact Centre as a Service Market consumption across different regions/country, emphasizing areas with the largest market size and the most promising growth potential.
- North America: US, Canada
- Europe: Germany, The UK, France, Spain, Italy, Rest of Europe
- Asia-Pacific: China, India, Japan, South Korea, Australia, Rest of Asia-Pacific
- South America: Brazil, Rest of South America
- Middle East & Africa: UAE, Saudi Arabia, South Africa, Rest of MEA
Note: If you require specific information not covered in the current report, we can provide it through customized option
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