Contact Center As A Service (CCaaS) Global Market Report 2025

Contact Center As A Service (CCaaS) Global Market Report 2025 from The Business Research Company provides strategists, marketers and senior management with the critical information they need to assess the market.

This report focuses on contact center as a service (ccaas) market which is experiencing strong growth. The report gives a guide to the trends which will be shaping the market over the next ten years and beyond.

Reasons to Purchase

• Gain a truly global perspective with the most comprehensive report available on this market covering 15 geographies.
• Assess the impact of key macro factors such as conflict, pandemic and recovery, inflation and interest rate environment and the 2nd Trump presidency.
• Create regional and country strategies on the basis of local data and analysis.
• Identify growth segments for investment.
• Outperform competitors using forecast data and the drivers and trends shaping the market.
• Understand customers based on the latest market shares.
• Benchmark performance against key competitors.
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• Report will be updated with the latest data and delivered to you within 2-3 working days of order along with an Excel data sheet for easy data extraction and analysis.
• All data from the report will also be delivered in an excel dashboard format.

Description:

Where is the largest and fastest growing market for contact center as a service (ccaas) ? How does the market relate to the overall economy, demography and other similar markets? What forces will shape the market going forward? The contact center as a service (ccaas) market global report from the Business Research Company answers all these questions and many more.

The report covers market characteristics, size and growth, segmentation, regional and country breakdowns, competitive landscape, market shares, trends and strategies for this market. It traces the market’s historic and forecast market growth by geography.

• The market characteristics section of the report defines and explains the market.
• The market size section gives the market size ($b) covering both the historic growth of the market, and forecasting its development.
• The forecasts are made after considering the major factors currently impacting the market. These include:
• The forecasts are made after considering the major factors currently impacting the market. These include the Russia-Ukraine war, rising inflation, higher interest rates, and the legacy of the COVID-19 pandemic.
• Market segmentations break down the market into sub markets.
• The regional and country breakdowns section gives an analysis of the market in each geography and the size of the market by geography and compares their historic and forecast growth. It covers the growth trajectory of COVID-19 for all regions, key developed countries and major emerging markets.
• The competitive landscape chapter gives a description of the competitive nature of the market, market shares, and a description of the leading companies. Key financial deals which have shaped the market in recent years are identified.
• The trends and strategies section analyses the shape of the market as it emerges from the crisis and suggests how companies can grow as the market recovers.

Scope

Markets Covered: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

Subsegments:

1) By Automatic Call Distribution (ACD): Skill-Based Routing; Time-Based Routing; IVR-Based Routing

2) By Call Recording: Cloud-Based Call Recording; On-Premises Call Recording; Voice And Screen Recording

3) By Computer Telephony Integration (CTI): Integrated Voice Response (IVR); Call Center Software Integration; CRM Integration

4) By Customer Collaboration: Omnichannel Support (Voice, Email, Chat, Social Media); Co-Browsing; Video Collaboration; Chatbots And Virtual Assistants

5) By Dialer: Predictive Dialer; Preview Dialer; Power Dialer; Progressive Dialer

6) By Interactive Voice Response (IVR): Cloud-based IVR; Speech Recognition IVR; DTMF-based IVR; Visual IVR

7) By Reporting And Analytics: Real-Time Analytics; Historical Analytics; Performance Metrics (Kpis); Sentiment Analysis

8) By Workforce Optimization: Workforce Management; Workforce Scheduling; Quality Monitoring; Training and Coaching Tools

9) By Other Functions: Multi-channel Routing; Voice Biometrics; Speech Analytics

Companies Mentioned: Amazon.com Inc.; Microsoft Corporation; AT&T Inc.; Accenture LLP; IBM Corporation

Countries: Australia; Brazil; China; France; Germany; India; Indonesia; Japan; Russia; South Korea; UK; USA; Canada; Italy; Spain

Regions: Asia-Pacific; Western Europe; Eastern Europe; North America; South America; Middle East; Africa

Time series: Five years historic and ten years forecast.

Data: Ratios of market size and growth to related markets, GDP proportions, expenditure per capita,

Data segmentations: country and regional historic and forecast data, market share of competitors, market segments.

Sourcing and Referencing: Data and analysis throughout the report is sourced using end notes.

Delivery format: PDF, Word and Excel Data Dashboard. Show more