The market-leading research suite for the CCaaS market includes access to a comprehensive five-year forecast dataset comprising 86 tables and over 39,000 datapoints. Metrics in the research suite include:
Total CCaaS Revenue
Total Traffic
Traffic metrics are provided for the following key market verticals:
Chatbots (app-based and web-based)
Email
OTT messaging
RCS
SMS
Video
Voice
Juniper Research Interactive Forecast Excel contains the following functionality:
Statistics Analysis: Users benefit from the ability to search for specific metrics, displayed for all regions and countries across the data period. Graphs are easily modified and can be exported to the clipboard.
Country Data Tool: This tool lets users look at metrics for all regions and countries in the forecast period. Users can refine the metrics displayed via a search bar.
Country Comparison Tool: Users can select and compare specific countries. The ability to export graphs is included in this tool.
What-if Analysis: Here, users can compare forecast metrics against their own assumptions via five interactive scenarios.
Please note: the online download version of this report is for a global site license.
- 1. Market Forecast & Key Takeaways
- 1.1 Introduction to CCaaS Forecasts
- 1.2 CCaaS Subscription Revenue Methodology & Assumptions
- Figure 1.1: CCaaS Subscription Revenue Forecast Methodology
- 1.2.1 Total Businesses Subscribing to CCaaS Services
- Figure & Table 1.2: Total Number of Businesses that Subscribe to CCaaS Services (m), Split by 8 Key Regions, 2025-2029
- 1.2.2 Total CCaaS Platform Revenue
- Figure & Table 1.3: Total CCaaS Subscription Revenue ($m), Split by 8 Key Regions, 2025-2029
- Table 1.4: Average CCaaS Spend per Business per annum ($), Split by 8 Key Regions, 2025-2029
- 2. CCaaS Voice Market
- 2.1 Introduction to CCaaS Voice Market
- 2.1.1 Voice Market Methodology
- Figure 2.1: Voice Market Methodology
- 2.1.2 Total Number of Voice Calls Made to CCaaS Contact Centres
- Figure & Table 2.2: Total Number of Calls Made to CCaaS Contact Centres (m), Split by 8 Key Regions, 2025-2029
- 3. Mobile Messaging Market
- 3.1 Introduction to CCaaS Mobile Messaging Market
- Figure 3.1: Total P2A Mobile Messaging Traffic Delivered to CCaaS Contact Centres (40,486.6 billion), Split by SMS, RCS and OTT, 2025
- 3.1.1 CCaaS Mobile Messaging Market Methodology
- Figure 3.2: CCaaS SMS Market Methodology
- Figure 3.3: CCaaS RCS Messaging Forecast Methodology
- Figure 3.4: CCaaS OTT Messaging Forecast Methodology
- 3.1.2 Total P2A SMS Traffic Handled by CCaaS Platforms
- Figure & Table 3.5: Total P2A SMS Traffic Handled by CCaaS Platforms (m), Split by 8 Key Regions, 2025-2029
- 3.1.3 Total P2A RCS Traffic Handled by CCaaS Contact Centres
- Figure & Table 3.6: Total Number of P2A RCS Messages Handled by CCaaS Platforms (m), Split by 8 Key Regions, 2025-2029
- 3.1.4 Total P2A OTT Traffic Handled by CCaaS Contact Centres
- Figure & Table 3.7: Total P2A OTT Traffic Delivered to CCaaS Contact Centres (m), Split by 8 Key Regions, 2025-2029
- 4. Chatbots Market
- 4.1 Introduction to CCaaS Chatbot Services
- 4.1.1 CCaaS Chatbots Market Forecast: Web-based Chatbots
- 4.1.2 CCaaS Chatbots Market Forecast: App-based Chatbots
- Figure 4.1: CCaaS Web-based Chatbots Forecast Methodology
- Figure 4.2: CCaaS App-based Chatbots Forecast Methodology
- 4.1.3 Total Chatbot Messages Being Handled by CCaaS Contact Centres
- Figure & Table 4.3: Total Chatbot Messages Handled by CCaaS Platforms (m), Split by 8 Key Regions, 2025-2029
- Table 4.4: Total Chatbot Messages Handled by CCaaS Platforms (m), Split by Channel, 2025-2029
- 5. Video Market
- 5.1 Introduction to CCaaS Video Market
- 5.1.1 CCaaS Video Market Methodology
- Figure 5.1: CCaaS Video Forecast Methodology
- 5.1.2 Total Number of Video Calls to CCaaS Contact Centres
- Figure & Table 5.2: Total Number of Video Calls to CCaaS Contact Centres (m), Split by 8 Key Regions, 2025-2029
- 6. CCaaS Email Market
- 6.1 Introduction to CCaaS Email Market
- 6.1.1 CCaaS Email Market Forecast Methodology
- Figure 6.1: CCaaS Email Market Forecast Methodology
- 6.1.2 Total Email Traffic Delivered to CCaaS Contact Centres
- Figure & Table 6.2: Total Email Traffic Delivered to CCaaS Contact Centres (m), Split by 8 Key Regions, 2025-2029
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