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Global CCaaS Market 2025-2029: Market Data & Forecasts

Publisher Juniper Research
Published Apr 28, 2025
Length 37 Pages
SKU # JNRH19997399

Description

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.

Table of Contents

37 Pages
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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