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Contact Center as a Service (CCaaS) Market Size, Share, Growth and Global Industry Analysis By Type & Application, Regional Insights and Forecast to 2024-2032

Publisher Fortune Business Insights Pvt. Ltd.
Published May 01, 2024
Length 160 Pages
SKU # FOB18812824

Description

Contact Center as a Service (CCaaS) Market Size, Share, Growth and Global Industry Analysis By Type & Application, Regional Insights and Forecast to 2024-2032



Growth Factors of Contact Center as a Service (CCaaS) Market

The Contact Center as a Service (CCaaS) market size was valued at USD 4.42 billion in 2022 and is projected to grow from USD 5.15 billion in 2023 to USD 16.43 billion by 2030, exhibiting a CAGR of 18% during the forecast period from 2022 to 2030.

The market for these solutions slowed for the duration of COVID-19 due to much less demand. But in 2021, it picked up as greater people worldwide started using cloud services and software programs, mainly for remote work, leading to a consistent global boom.

More companies are using cloud software and AI chatbots, which helps the Contact Center as a Service industry grow. Big organizations are now offering API-based contact center solutions, which will keep boosting the market.

Additionally, corporations throughout various sectors are increasingly embracing contact center as a service (CCaaS) solutions to handle habitual queries with automated responses. This aids remote workers in enhancing their efficiency. These agencies are integrating advanced analytics, presenting real-time dashboards on patron interfaces, allowing organizations to obtain valuable insights for optimizing patron reports, marking a enormous market improvement.

Comprehensive Analysis of Contact Center as a Service (CCaaS) Market

The Contact Center as a Service industry is categorized by function, including IVR, Multichannel, Automatic Call Distribution, CTI, Reporting and Analytics, Workforce Optimization, Customer Collaboration, and others. It's also divided by enterprise type into SMEs and Large Enterprises, and by industry into BFSI, IT & Telecommunications, Government, Healthcare, Consumer Goods & Retail, Travel & Hospitality, Media & Entertainment, and others.

North America leads the Contact Center as a Service (CCaaS) market size due to its enormous market length, worth USD 1.83 Billion in 2022. The area benefits from extended investments in cloud-based software and the presence of renowned companies like Talkdesk, Genesys, and 8x8, driving the market increase.

Key players in the market drive innovation and set industry standards through their advanced technologies and extensive market presence. Their strategic partnerships and investments play a crucial role in shaping the competitive landscape and driving market growth. In the global Contact Center as a Service (CCaaS) market, notable players hail from diverse corners of the world. Switzerland-based Luware AG, UK-based Content Guru Limited, and Israel-based NICE Systems Ltd. stand out. The US hosts key contenders like Evolve IP, LLC, and 8x8, Inc., alongside Enghouse Interactive and Genesys Telecommunication Laboratories, Inc. Noteworthy are Talkdesk Inc. (US), Anywhere365 Enterprise Dialogue Management (Netherlands), and Computer Talk Technology Inc. (Canada).

In April 2023, Windstream Enterprise teamed up with Talkdesk, Inc., a cloud-based touch middle answer provider. This collaboration aims to introduce an AI-powered contact center as a carrier solution, enhancing their multichannel client experience services.

Segementation Table

Global Fleet Management Market Scope

Study Period 2019-2030

Base Year 2022

Estimated Year 2023

Forecast Period 2023-2030

Historical Period 2019-2021

Unit Value (USD billion)

Growth Rate CAGR of 18% from 2023 to 2030

Segmentation By Function, Enterprise Type, Industry, and Region

By Function Interactive Voice Response (IVR)

Multichannel

Automatic Call Distribution

Computer Telephony Integration (CTI)

Reporting and Analytics

Workforce Optimization

Customer Collaboration

Others (Recording, Dialer)

By Enterprise Type SMEs

Large Enterprises

By Industry BFSI

IT and Telecommunications

Government

Healthcare

Consumer Goods and Retail

Travel and Hospitality

Media and Entertainment

Others

By Region North America (By Function, By Enterprise Type, By Industry, and By Country)

- U.S. (By Function)

- Canada (By Function)

Europe (By Function, By Enterprise Type, By Industry, and By Country)

- U.K. (By Function)

- Germany (By Function)

- France (By Function)

- Italy (By Function)

- Spain (By Function)

- Rest of Europe

Asia Pacific (By Function, By Enterprise Type, By Industry, and By Country)

- China (By Function)

- India (By Function)

- Japan (By Function)

- Southeast Asia (By Function)

- Rest of Asia Pacific

Middle East & Africa (By Function, By Enterprise Type, By industry, and By Country)

- GCC (By Function)

- South Africa (By Function)

- Rest of the Middle East & Africa

Latin America (By Function, By Enterprise Type, By Industry, and By Country)

- Brazil (By Function)


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Table of Contents

160 Pages
1. Introduction
1. Definition, By Segment
2. Research Methodology/Approach
3. Data Sources
2. Executive Summary
3. Market Dynamics
1. Macro and Micro Economic Indicators
2. Drivers, Restraints, Opportunities and Trends
3. Impact of COVID-19
4. Competition Landscape
1. Business Strategies Adopted by Key Players
2. Consolidated SWOT Analysis of Key Players
3. Global Contact Center as a Service (CCaaS) Market Key Players Market Share/Ranking, 2022
5. Global Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Segments, 2019-2030
1. Key Findings
2. By Function (USD)
1. Interactive Voice Response (IVR)
2. Multichannel
3. Automatic Call Distribution
4. Computer Telephony Integration (CTI)
5. Reporting and Analytics
6. Workforce Optimization
7. Customer Collaboration
8. Others (Recording, Dialer, etc.)
3. By Enterprise Type (USD)
1. SMEs
2. Large Enterprises
4. By Industry (USD)
1. BFSI
2. IT and Telecommunications
3. Government
4. Healthcare
5. Consumer Goods and Retail
6. Travel and Hospitality
7. Media and Entertainment
8. Others
5. By Region (USD)
1. North America
2. Europe
3. Asia Pacific
4. Middle East & Africa
5. Latin America
6. North America Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Segments, 2019-2030
1. Key Findings
2. By Function (USD)
1. Interactive Voice Response (IVR)
2. Multichannel
3. Automatic Call Distribution
4. Computer Telephony Integration (CTI)
5. Reporting and Analytics
6. Workforce Optimization
7. Customer Collaboration
8. Others (Recording, Dialer, etc.)
3. By Enterprise Type (USD)
1. SMEs
2. Large Enterprises
4. By Industry (USD)
1. BFSI
2. IT and Telecommunications
3. Government
4. Healthcare
5. Consumer Goods and Retail
6. Travel and Hospitality
7. Media and Entertainment
8. Others
5. By Country (USD)
1. United States
1. By Function
2. Canada
1. By Function
7. Europe Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Segments, 2019-2030
1. Key Findings
2. By Function (USD)
1. Interactive Voice Response (IVR)
2. Multichannel
3. Automatic Call Distribution
4. Computer Telephony Integration (CTI)
5. Reporting and Analytics
6. Workforce Optimization
7. Customer Collaboration
8. Others (Recording, Dialer, etc.)
3. By Enterprise Type (USD)
1. SMEs
2. Large Enterprises
4. By Industry (USD)
1. BFSI
2. IT and Telecommunications
3. Government
4. Healthcare
5. Consumer Goods and Retail
6. Travel and Hospitality
7. Media and Entertainment
8. Others
5. By Country (USD)
1. United Kingdom
1. By Function
2. Germany
1. By Function
3. France
1. By Function
4. Italy
1. By Function
5. Spain
1. By Function
6. Rest of Europe
8. Asia Pacific Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Segments, 2019-2030
1. Key Findings
2. By Function (USD)
1. Interactive Voice Response (IVR)
2. Multichannel
3. Automatic Call Distribution
4. Computer Telephony Integration (CTI)
5. Reporting and Analytics
6. Workforce Optimization
7. Customer Collaboration
8. Others (Recording, Dialer, etc.)
3. By Enterprise Type (USD)
1. SMEs
2. Large Enterprises
4. By Industry (USD)
1. BFSI
2. IT and Telecommunications
3. Government
4. Healthcare
5. Consumer Goods and Retail
6. Travel and Hospitality
7. Media and Entertainment
8. Others
5. By Country (USD)
1. China
1. By Function
2. India
1. By Function
3. Japan
1. By Function
4. South East Asia
1. By Function
5. Rest of Asia Pacific
9. Middle East & Africa Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Segments, 2019-2030
1. Key Findings
2. By Function (USD)
1. Interactive Voice Response (IVR)
2. Multichannel
3. Automatic Call Distribution
4. Computer Telephony Integration (CTI)
5. Reporting and Analytics
6. Workforce Optimization
7. Customer Collaboration
8. Others (Recording, Dialer, etc.)
3. By Enterprise Type (USD)
1. SMEs
2. Large Enterprises
4. By Industry (USD)
1. BFSI
2. IT and Telecommunications
3. Government
4. Healthcare
5. Consumer Goods and Retail
6. Travel and Hospitality
7. Media and Entertainment
8. Others
5. By Country (USD)
1. GCC
1. By Function
2. South Africa
1. By Function
3. Rest of MEA
10. Latin America Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Segments, 2019-2030
1. Key Findings
2. By Function (USD)
1. Interactive Voice Response (IVR)
2. Multichannel
3. Automatic Call Distribution
4. Computer Telephony Integration (CTI)
5. Reporting and Analytics
6. Workforce Optimization
7. Customer Collaboration
8. Others (Recording, Dialer, etc.)
3. By Enterprise Type (USD)
1. SMEs
2. Large Enterprises
4. By Industry (USD)
1. BFSI
2. IT and Telecommunications
3. Government
4. Healthcare
5. Consumer Goods and Retail
6. Travel and Hospitality
7. Media and Entertainment
8. Others
5. By Country (USD)
1. Brazil
1. By Function
2. Mexico
1. By Function
3. Rest of Latin America
11. Company Profiles for Top 10 Players (Based on data availability in public domain and/or on paid databases)
1. Anywhere365 Enterprise Dialogue Management
1. Overview
1. Key Management
2. Headquarters
3. Offerings/Business Segments
2. Key Details (Key details are consolidated data and not product/service specific)
1. Employee Size
2. Past and Current Revenue
3. Geographical Share
4. Business Segment Share
5. Recent Developments
2. Computer Talk Technology Inc.
1. Overview
1. Key Management
2. Headquarters
3. Offerings/Business Segments
2. Key Details (Key details are consolidated data and not product/service specific)
1. Employee Size
2. Past and Current Revenue
3. Geographical Share
4. Business Segment Share
5. Recent Developments
3. 8x8, Inc.
1. Overview
1. Key Management
2. Headquarters
3. Offerings/Business Segments
2. Key Details (Key details are consolidated data and not product/service specific)
1. Employee Size
2. Past and Current Revenue
3. Geographical Share
4. Business Segment Share
5. Recent Developments
4. Content Guru Limited
1. Overview
1. Key Management
2. Headquarters
3. Offerings/Business Segments
2. Key Details (Key details are consolidated data and not product/service specific)
1. Employee Size
2. Past and Current Revenue
3. Geographical Share
4. Business Segment Share
5. Recent Developments
5. Enghouse Interactive
1. Overview
1. Key Management
2. Headquarters
3. Offerings/Business Segments
2. Key Details (Key details are consolidated data and not product/service specific)
1. Employee Size
2. Past and Current Revenue
3. Geographical Share
4. Business Segment Share
5. Recent Developments
6. Genesys Telecommunication Laboratories, Inc.
1. Overview
1. Key Management
2. Headquarters
3. Offerings/Business Segments
2. Key Details (Key details are consolidated data and not product/service specific)
1. Employee Size
2. Past and Current Revenue
3. Geographical Share
4. Business Segment Share
5. Recent Developments
7. NICE Systems Ltd.
1. Overview
1. Key Management
2. Headquarters
3. Offerings/Business Segments
2. Key Details (Key details are consolidated data and not product/service specific)
1. Employee Size
2. Past and Current Revenue
3. Geographical Share
4. Business Segment Share
5. Recent Developments
8. Talkdesk Inc.
1. Overview
1. Key Management
2. Headquarters
3. Offerings/Business Segments
2. Key Details (Key details are consolidated data and not product/service specific)
1. Employee Size
2. Past and Current Revenue
3. Geographical Share
4. Business Segment Share
5. Recent Developments
9. Luware AG.
1. Overview
1. Key Management
2. Headquarters
3. Offerings/Business Segments
2. Key Details (Key details are consolidated data and not product/service specific)
1. Employee Size
2. Past and Current Revenue
3. Geographical Share
4. Business Segment Share
5. Recent Developments
10. Evolve IP, LLC
1. Overview
1. Key Management
2. Headquarters
3. Offerings/Business Segments
2. Key Details (Key details are consolidated data and not product/service specific)
1. Employee Size
2. Past and Current Revenue
3. Geographical Share
4. Business Segment Share
5. Recent Developments

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