Contact Centre as a Service Market Set for Significant Growth, Forecasted CAGR of 15.6% by 2028

Overview of Contact Centre as a Service Market Size & Future Outlook

According to the latest report by MarkNtel Advisors, the Global Contact Centre as a Service Market size is estimated to grow at a CAGR of around 15.6% from 2023-2028. This report is designed to enhance user understanding and support informed decision-making by thoroughly analyzing key market shifts, identifying gaps, exploring emerging opportunities, and assessing industry trends and competitive challenges. By combining both qualitative and quantitative data, it offers a comprehensive overview, highlighting growth prospects and providing valuable insights into competitors, helping both established companies and new entrants navigate the current market landscape.

✅In case you missed it, we are currently revising our reports. Click on the below to get the latest research data with forecast for years 2025 to 2030, including market size, industry trends, and competitive analysis. It wouldn’t take long for the team to deliver the most recent version of the report.

If you’re interested in the assumptions considered in this study, you can download the PDF brochure- https://www.marknteladvisors.com/query/request-sample/ccaas-market.html

What are the key drivers influencing the growth of the Contact Centre as a Service market?

This section provides a detailed analysis of the market drivers and factors is explored thoroughly below.

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.

How is the Contact Centre as a Service market segmented and what are the key factors within each segment?

The Contact Centre as a Service market has been further segmented into distinct categories. Analyzing growth within these segments allows you to identify niche opportunities, develop targeted strategies, and understand the variations in your core application areas and target markets.

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.

Browse Full Report Along with TOC and Figures - https://www.marknteladvisors.com/research-library/ccaas-market.html

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

The competitive landscape of the Contact Centre as a Service market provides a detailed look at the key players in the industry. This includes an overview of each company, their financial performance, revenue generation, and market potential. It also covers their investments in R&D, new market initiatives, production facilities, and strengths and weaknesses. Additionally, the analysis looks at recent product launches, approvals, the range of products offered, their dominance in different applications, and the product life cycle. All of this information is specifically focused on how each company is positioning itself within the market.

Several key players are actively operating in the market, including

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

Market Advancement by Leading Companies:

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.

Note - If there are any particular details you need that are not currently included in the report, we will be happy to provide them as part of our customization services.

*Reports Delivery Format - Market research studies from MarkNtel Advisors are offered in PDF, Excel and PowerPoint formats. Within 24 hours of the payment being successfully received, the report will be sent to your email address

Other Report:

Why Choose MarkNtel Advisors:

Focused Industry Expertise
Diverse Report Offerings
Personalized Research Solutions
Robust Research Methodology
In-depth Report Coverage
Tracking Technological Advancements
Comprehensive Value-Chain Analysis
Discovering Market Opportunities
Analyzing Growth Trajectories
Assured Quality Insights
Dedicated After-Sales Support
Trusted by Fortune 500 Companies

About Us –

We are a leading market research company, consulting, & data analytics firm that provides an extensive range of strategic reports on diverse industry verticals. We deliver data to a substantial & varied client base, including multinational corporations, financial institutions, governments, & individuals, among others.

Our specialization in niche industries & emerging geographies allows our clients to formulate their strategies in a much more informed way and entail parameters like Go-to-Market (GTM), product development, feasibility analysis, project scoping, market segmentation, competitive benchmarking, market sizing & forecasting, & trend analysis, among others, for 15 diverse industrial verticals.

Contact Us –

Call + +1 628 895 8081, +91 120 4278433

Email: [email protected]