Contact Center as a Service (CCaaS) Market By Offerings (Solutions, Services), By Organization Size (Large Enterprise, SME's), By End Use Verticals (BFSI, IT and Telecommunications, Government, Media and Entertainment, Healthcare, Others): Global Opportunity Analysis and Industry Forecast, 2021-2031
The global contact center as a service (CCaaS) market was valued at $4,263.0 million in 2021, and is projected to reach $19,775.7 million by 2031, registering a CAGR of 16.8% from 2022 to 2031. The solutions segment was the highest revenue contributor to the market, with $4,031.9 million in 2021, and is estimated to reach $18,107.6 million by 2031, with a CAGR of 16.4%. The services segment is estimated to reach $1,668.1 million by 2031, at a significant CAGR of 21.9% during the forecast period.
A cloud-based customer experience solution called Contact Center as a Service (CCaaS) enables businesses to use the technology of client service providers. Organizations may purchase only the technologies they require using a CCaaS model, which eliminates the need for internal IT support. For many contact centers, CCaaS is the best solution since it allows for growth as operational requirements alter. The ability to selectively invest in the technology that is required results in cheap investment costs and enhanced capabilities to better serve consumers.
The market is experiencing growth owing to a couple of factors, including the rise in need for an enhanced and seamless end-to-end customer experience and a reduction in operational expenses as a result of the adoption of contact centre as a service (CCaaS). Even though it is expected that the potential of forgery, security threats connected to contact centres as a service (CCaaS) would restrict market growth.The industry is anticipated to witness lucrative growth opportunities owing to increased need for application programming interface (API) based contact centers.
The offering, organization size, and end-use vertical segments determine the overall contact center as a service (CCaaS) market. The offering sector of the global contact center as a service (CCaaS) market is further down into services and solutions. Solutions is sub-segmented into automated call distribution, call recording, computer telephony integration, customer collaboration, interactive voice response, reporting and analytics and others. The contact center as a service (CCaaS) in terms of services is bifurcated into three sub-segments: integration and implementation, support and maintenance, and training and consulting. The market is divided into large enterprises and small and medium enterprises based on the size of the organization (SMEs).).
On the basis end-use verticals as segment contact center as a service market (CCaaS) can be categorized into BFSI, IT & telecommunications, government, media & entertainment, healthcare, and others. The BFSI segment is estimated to reach $2,556.0 million by 2031, at a significant CAGR of 13.3% during the forecast period. The healthcare and government segments are expected to witness considerable CAGRs of 20.4% and 19.4%, respectively, during the forecast period.
Region-wise, the Contact Center as a Service (CCaaS) market trends are analyzed across North America, Europe, Asia-Pacific, and LAMEA. North America was the highest revenue contributor, accounting for $2,378.8 million in 2021, and is estimated to reach $9,353.9 million by 2031, with a CAGR of 14.9%. Asia-Pacific is estimated to reach $5,517.4 million by 2031, at a significant CAGR of 19.5%. North. The key players operating in the market include Accenture LLP, Alphabet Inc. (Google Corporation), Amazon.com Inc. (AWS), AT&T Inc., Cisco Systems, IBM Corporation, Microsoft Corporation, Orcale Corporation and SAP SE.
Key Benefits For Stakeholders
This report provides a quantitative analysis of the market segments, current trends, estimations, and dynamics of the contact center as a service (ccaas) market analysis from 2021 to 2031 to identify the prevailing contact center as a service (ccaas) market opportunities.
The market research is offered along with information related to key drivers, restraints, and opportunities.
Porter's five forces analysis highlights the potency of buyers and suppliers to enable stakeholders make profit-oriented business decisions and strengthen their supplier-buyer network.
In-depth analysis of the contact center as a service (ccaas) market segmentation assists to determine the prevailing market opportunities.
Major countries in each region are mapped according to their revenue contribution to the global market.
Market player positioning facilitates benchmarking and provides a clear understanding of the present position of the market players.
The report includes the analysis of the regional as well as global contact center as a service (ccaas) market trends, key players, market segments, application areas, and market growth strategies.
Key Market Segments
By Offerings
Solutions
Solutions Type
Automatic Call Distribution
Call Recording
Computer Telephony Integration
Customer Collaboration
Interactive Voice Response
Reporting and Analytics
Others
Services
Services Type
Integration and Deployment
Support and Maintenance
Training and Consulting
By Organization Size
Large Enterprise
SME's
By End Use Verticals
BFSI
IT and Telecommunications
Government
Media and Entertainment
Healthcare
Others
By Region
North America
U.S.
Canada
Europe
Germany
Italy
France
Spain
UK
Russia
Rest of Europe
Asia-Pacific
China
India
Japan
South Korea
Rest of Asia-Pacific
LAMEA
Latin America
Middle East
Africa
Key Market Players
AT&T Inc.
Cisco Systems
Microsoft Corporation
Accenture LLP
Amazon.com Inc. (AWS)
IBM Corporation
Alphabet Inc. (Google Corporation)
Unify Inc.
Five9, Inc.
Avaya, Inc.
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