A Quick Overview of Contact Centre as a Service Market

The key object of this report on the Contact Centre as a Service Market is to offer worthy data and a geographical perspective for predictions of market growth in the future. The recommendations added in this detailed report are insightful, and actionable offering a deep understanding of the industry. Moreover, it includes a comprehensive importance of aspects that have impacted the industry.

MarkNtel Advisors has recently studied an extensive market intelligence evaluation on the Contact Centre as a Service Market. Also, the newly released report exhibits an engaging format that comprises compelling graphs, tables, charts, and figures as well. These seamlessly combined visual aids are designed to support the clarity and accuracy of the details presented, offering analysts a deep knowledge of the topic at hand.

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Contact Centre as a Service Market Scenario:

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. The primary factor that is leading to the growth of the market is the desire for scalability & improved operational capabilities that most of the businesses such as e-commerce, digital banking, etc. are looking for. These businesses generally deal with large volumes of inbound calls to look after customer grievances. Thus, large-scale enterprises operating in several verticals generate the demand for CCaaS.

Contact Centre as a Service Market - Industry Dynamics, Size, And Opportunity Forecast To 2028:

Market Driver - Growing Use of Interactive Voice Response (IVR) Calling Solutions Among Companies

Over the past years, technological advancement & the shift toward digitalization have enabled several companies & service-providing agencies like banks, government authorities, delivery providers, etc., to expand their operations via online platforms. This has allowed these entities to improve their overall service offering & customer retention capacity.

The market has witnessed a boom since the advent of the COVID-19 pandemic, as travel, trade, and business restrictions led many businesses, specifically food delivery providers & banks to adopt IVR software to interact with their customers & resolve their issues timely. For instance, during 2020-21, many businesses, such as Twilio, iFood, Spotify, Uber, etc., adopted IVR systems to resolve customer issues & cater to their demands. In addition, the adoption of the IVR system has allowed the companies to achieve cost minimization as no additional IT team is required to look after customer grievances.

Further, as new startups & businesses related to FMCG & the BFSI sector are expanding into the global markets, the demand for IVR solutions for enhanced customer services is anticipated to increase. Thus, it would further lead to the growth of the market in the upcoming years.

Contact Centre as a Service Market Segmentation Analysis:

Contact Centre as a Service Industry, analyzes, identifies, and highlights the main trends and drivers which are affecting each segment of the market. The market has been further divided into the following categories:

By Component

• Solution Type
  • Automated Call Distribution- Market Size & Forecast 2018-2028F, USD Million
  • Computer Telephony Integration (CTI)- Market Size & Forecast 2018-2028F, USD Million
  • Reporting & Analytics- Market Size & Forecast 2018-2028F, USD Million
  • Interactive Voice Response (IVR)- Market Size & Forecast 2018-2028F, USD Million
  • Customer Collaborations- Market Size & Forecast 2018-2028F, USD Million
  • Workforce Optimization- Market Size & Forecast 2018-2028F, USD Million
  • Others (Recording, Dialer, etc.)- Market Size & Forecast 2018-2028F, USD Million
• Services Type
  • Integration & Deployment- Market Size & Forecast 2018-2028F, USD Million
  • Support & Maintenance- Market Size & Forecast 2018-2028F, USD Million
  • Training & Consulting - Market Size & Forecast 2018-2028F, USD Million

By Organization Size

• Small & Medium- Market Size & Forecast 2018-2028F, USD Million
• Large- Market Size & Forecast 2018-2028F, USD Million

By Deployment Mode

• Public Cloud- Market Size & Forecast 2018-2028F, USD Million
• Private Cloud- Market Size & Forecast 2018-2028F, USD Million
• Hybrid Cloud- Market Size & Forecast 2018-2028F, USD Million

By End Users

• Banking & Financial Services & Insurance- Market Size & Forecast 2018-2028F, USD Million
• Government Agencies- Market Size & Forecast 2018-2028F, USD Million
• Healthcare- Market Size & Forecast 2018-2028F, USD Million
• Retail & Ecommerce- Market Size & Forecast 2018-2028F, USD Million
• IT & Telecommunication- Market Size & Forecast 2018-2028F, USD Million
• Manufacturing- Market Size & Forecast 2018-2028F, USD Million
• Media & Entertainment-Market Size & Forecast 2018-2028F, USD Million
• Tourism & Hospitality-Market Size & Forecast 2018-2028F, USD Million
• Others (Education Institutions, Energy & Utility, etc.)

By Region

• North America
• South America
• Europe
• The Middle East & Africa
• Asia-Pacific.

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Who are the Key Market Players in the Contact Centre as a Service Market?

In the fast-changing Contact Centre as a Service Market, understanding what our competitors are doing is crucial. By carefully analyzing things, we figured out some of the dominating players in the industry. So, the top companies of the Contact Centre as a Service market ruling the industry are:

List of Key Companies Profiled:

• 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.
• Others 
• Avaya Inc.
• Anywhere365
• Zen Desk
• Mitel Network Corporation
• Others.

Global Contact Centre as a Service Recent Development:

• 2023: 8X8 Inc. announced the launch of voice conversation AI in its intelligent customer assistant solution. This would allow the business to create simple to complex customer experience across digital & voice channels.

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