Our Contact Centre-as-a-Service (CCaaS) research suite provides detailed and insightful analysis of a market set for significant change over the next five years. It enables stakeholders from CCaaS vendors to better understand how the CCaaS market will evolve, assessing the extent to which demand for enhanced customer experience and the implementation of generative AI will impact the provision of existing contact centre services.
This research provides an assessment of the CCaaS market in key industry verticals including:
Banking and Finance
Healthcare
Hospitality and Travel
Manufacturing
Media and Entertainment
Retail and eCommerce
This is in addition to a breakdown of the key channels within the CCaaS market; identifying key deployment opportunities and challenges for CCaaS vendors.
The CCaaS market suite includes several different options that can be purchased separately, including data and forecasts for traffic and future subscription revenue for CCaaS vendors. Additionally, it includes an insightful study uncovering key trends and future opportunities within the market, as well as an extensive analysis of 18 leading vendors in the CCaaS space. The coverage can also be purchased as a full research suite, which contains all these elements and includes a substantial discount.
Collectively, they provide a critical tool for understanding this ever-changing market; allowing CCaaS vendors to capitalise on trends and shape their future strategy. This research suite’s unparalleled coverage makes it an incredibly useful resource for projecting the future of a market set for change.
All report content is delivered in the English language.
Key Features
Market Dynamics: Readers benefit from insight into key trends and market opportunities resulting from changes within the CCaaS market. This study addresses key growth opportunities for CCaaS vendors, including conversational communications via over-the-top (OTT) messaging and rich communications services (RCS), and the integration of generative AI into agent and customer experience features. It assesses regulatory and security challenges posed to CCaaS vendors with the increased volume of visual and audio data produced with these developments, providing recommendations for how these must be navigated. Moreover, it includes a regional market growth rate analysis on the current development and future growth of CCaaS across 61 key countries, identifying key focus markets.
Key Takeaways & Strategic Recommendations: In-depth analysis of key development opportunities and findings within the CCaaS market, accompanied by key strategic recommendations for CCaaS vendors.
Benchmark Industry Forecasts: 5-year forecast databases are provided for the CCaaS market, providing business subscription revenue and traffic splits for each sector. These sector splits include voice, RCS, OTT messaging, SMS, chatbots, video, and email.
Juniper Research Competitor Leaderboard: Key player capability and capacity assessment for 18 CCaaS vendors via the Juniper Research Competitor Leaderboard; scoring these vendors on criteria such as market performance, revenue and future business prospects.
Please note: the online download version of this report is for a global site license.
- 1. Key Takeaways & Strategic Recommendations
- 1.1 Key Takeaways and Strategic Recommendations
- 1.2 Key Takeaways
- 1.2.1 Generative AI and Agentic AI Crucial to Meeting Demand for Automation in CCaaS
- Figure 1.1: Average CCaaS Spend per Business per annum ($), Split by 8 Key Regions, 2025-2029
- 1.2.2 Customer Experience Platforms to be the Future of CCaaS
- 1.2.3 Conversational Capabilities Improving Customer Satisfaction
- Figure 1.2: Total Person-to-Application (P2A) Mobile Messaging Traffic Delivered to CCaaS Contact Centres (m), Split by Channel, 2025-2029
- 1.3 Strategic Recommendations
- 1.3.1 CCaaS Vendors Must Prioritise Platform Security as Capabilities Widen
- 1.3.2 Capitalising on SME Market Will be Key to Differentiation
- Figure 1.3: Total Businesses in North America (m), Split by Business Size, 2025-2028
- 1.3.3 Widening Multilingual Capabilities for Chatbots Will Improve Customer Satisfaction and Reach of Contact Centres
- 2. CCaaS: Future Market Outlook
- 2.1 Introduction to CCaaS
- Figure 2.1: Total CCaaS Subscription Revenue ($9.2 billion), Split by 8 Key Regions, 2025
- 2.2 Conversational Experiences
- 2.3 AI in CCaaS
- 2.3.1 AI in Customer Experience
- Figure 2.2: AI in Customer Experience Infographic
- 2.3.2 AI in Agent Experience
- i. Multi-agent Orchestration
- 2.3.3 Regulation of AI in CCaaS
- 2.4 Integrated Platforms
- 2.5 Analytics and CDPs
- 2.6 Omnichannel Engagement
- 2.7 IoT-driven Customer Services
- 2.8 CCaaS Technology Splits
- Figure 2.3: Total CCaaS Traffic (m), Split by Channel, 2025
- 2.8.1 Voice
- Figure 2.4: Total Number of Voice Calls Made to CCaaS Contact Centres (m), Split by 8 Key Regions, 2025-2029
- 2.8.2 SMS
- Figure 2.5: Total P2A SMS Traffic Handled by CCaaS Platforms (m), Split by 8 Key Regions, 2025-2029
- 2.8.3 RCS
- Figure 2.6: Total RCS-capable Mobile Subscribers (m), Split by 8 Key Regions, 2025-2029
- 2.8.4 OTT
- Figure 2.7: Total Person-to-Application (P2A) OTT Traffic Delivered to CCaaS Contact Centres (m), Split by 8 Key Regions, 2025-2029
- 2.8.5 Video
- 2.8.6 Chatbots
- Figure 2.8: Total Chatbot Sessions Handled by CCaaS Platforms (m), Split by Channel, 2025-2029
- i. Web-based Chatbots
- ii. App-based Chatbots
- 2.8.7 Email
- 3. CCaaS Market Segment Evaluation
- 3.1 Introduction to Market Segment Evaluation
- Figure 3.1: Key CCaaS Industry Verticals Infographic
- 3.1.1 Banking and Finance
- 3.1.2 Retail and eCommerce
- 3.1.3 Healthcare
- 3.1.4 Hospitality and Travel
- 3.1.5 Manufacturing
- 3.1.6 Media and Entertainment
- 4. Country Readiness Index
- 4.1 Introduction to Country Readiness Index
- Figure 4.1: CCaaS Country Readiness Index Regional Definitions
- Table 4.2: Juniper Research Country Readiness Index Scoring Criteria: CCaaS
- Figure 4.3: Juniper Research Country Readiness Index: CCaaS
- Table 4.4: CCaaS Country Readiness Index: Market Segments
- 4.2 Focus Markets
- Figure 4.5: Total Number of Large Businesses (m), Split by Focus Markets, 2025
- 4.2.1 North America
- Figure 4.6: Total CCaaS Subscription Revenue ($m), Split by US and Canada, 2025-2029
- 4.2.2 West Europe
- 4.2.3 India
- 4.3 Growth Markets
- Figure 4.7: Total CCaaS Subscription Revenue ($m), Split by Growth Markets, 2025-2029
- 4.3.1 Bangladesh
- 4.3.2 Argentina
- Figure 4.8: Total P2A OTT Traffic Delivered to CCaaS Contact Centres (m), Argentina, 2025-2029
- 4.3.3 China
- 4.4 Saturated Markets
- 4.5 Developing Markets
- Figure 4.9: Total CCaaS Subscription Revenue ($m), Split by Developing Markets, 2025
- Table 4.10: Juniper Research’s Country Readiness Index Heatmap: North America
- Table 4.11: Juniper Research’s Country Readiness Index Heatmap: Latin America
- Table 4.12: Juniper Research’s Country Readiness Index Heatmap: West Europe
- Table 4.13: Juniper Research’s Country Readiness Index Heatmap: Central & East Europe
- Table 4.14: Juniper Research’s Country Readiness Index Heatmap: Far East & China
- Table 4.15: Juniper Research’s Country Readiness Index Heatmap: Indian Subcontinent
- Table 4.16: Juniper Research’s Country Readiness Index Heatmap: Rest of Asia Pacific
- Table 4.17: Juniper Research’s Country Readiness Index Heatmap: Africa & Middle East
- 1. Juniper Research Competitor Leaderboard
- 1.1 Why Read This Report
- Table 1.1: Juniper Research Competitor Leaderboard: Vendors & Product Portfolio
- Figure 1.2: Juniper Research Competitor Leaderboard: CCaaS
- Table 1.3: Juniper Research Competitor Leaderboard: Vendors
- Table 1.4: Juniper Research Competitor Leaderboard Heatmap: CCaaS Vendors
- 2. Vendor Profiles
- 2.1 CCaaS Vendor Profiles
- 2.1.1 8x8
- i. Corporate Information
- Table 2.1: 8x8’s Select Financial Information ($m), 2021-2024
- Table 2.2: 8x8’s Recent Acquisitions, 2018 to Present
- ii. Geographical Spread
- iii. Key Clients & Strategic Partnerships
- iv. High-level View of Offerings
- v. Juniper Research’s View: Key Strengths & Strategic Development Opportunities
- 2.1.2 Avaya
- i. Corporate Information
- ii. Geographical Spread
- iii. Key Clients & Strategic Partnerships
- iv. High-level View of Offerings
- Figure 2.3: Avaya’s Experience Platform
- v. Juniper Research’s View: Key Strengths & Strategic Development Opportunities
- 2.1.3 AWS
- i. Corporate Information
- Table 2.4: AWS’ Revenue ($bn), 2022-2024
- ii. Geographical Spread
- Figure 2.5: Amazon Web Service Infrastructure Deployments Map, 2025
- iii. Key Clients & Strategic Partnerships
- iv. High-level View of Offerings
- Figure 2.6: Amazon Connect Overview
- v. Juniper Research’s View: Key Strengths & Strategic Development Opportunities
- 2.1.4 Cisco
- i. Corporate Information
- ii. Geographical Spread
- iii. Key Clients & Strategic Partnerships
- iv. High-level View of Offerings
- v. Juniper Research’s View: Key Strengths & Strategic Development Opportunities
- 2.1.5 CM.com
- i. Corporate Information
- Table 2.7: Acquisitions Made by CM.com, 2020-present
- Table 2.8: CM.com’s Select Financial Information (€m), 2022-2024
- ii. Geographical Spread
- iii. Key Clients & Strategic Partnerships
- iv. High-level View of Offerings
- v. Juniper Research’s View: Key Strengths & Strategic Development Opportunities
- 2.1.6 Content Guru
- i. Corporate Information
- ii. Geographical Spread
- iii. Key Clients & Strategic Partnerships
- iv. High-level View of Offerings
- v. Juniper Research’s View: Key Strengths & Strategic Development Opportunities
- 2.1.7 Dialpad
- i. Corporate Information
- ii. Geographical Spread
- iii. Key Clients & Strategic Partnerships
- iv. High-level View of Offerings
- v. Juniper Research’s View: Key Strengths & Strategic Development Opportunities
- 2.1.8 Enghouse Interactive
- i. Corporate Information
- Table 2.9: Enghouse Interactive’s Most Recent Acquisitions, 2020-2024
- ii. Geographical Spread
- iii. Key Clients & Strategic Partnerships
- iv. High-level View of Offerings
- v. Juniper Research’s View: Key Strengths & Strategic Development Opportunities
- 2.1.9 Five9
- i. Corporate Information
- Table 2.10: Five9’s Select Financial Information ($m), 2020-2023
- Table 2.11: Five9’s Acquisitions, 2020-present
- ii. Geographical Spread
- iii. Key Clients & Strategic Partnerships
- iv. High-level View of Offerings
- v. Juniper Research’s View: Key Strengths & Strategic Development Opportunities
- 2.1.10 Genesys
- i. Corporate Information
- ii. Geographical Spread
- iii. Key Clients & Strategic Partnerships
- iv. High-level View of Offerings
- v. Juniper Research’s View: Key Strengths & Strategic Development Opportunities
- 2.1.11 Infobip
- i. Corporate Information
- Table 2.12: Infobip’s Acquisitions – April 2021 to Present
- ii. Geographical Spread
- iii. Key Clients & Strategic Partnerships
- iv. High-level View of Offerings
- v. Juniper Research’s View: Key Strengths & Strategic Development Opportunities
- 2.1.12 NICE
- i. Corporate Information
- ii. Geographical Spread
- iii. Key Clients & Strategic Partnerships
- iv. High-level View of Offerings
- Figure 2.13: NICE’s CXone Mpower
- v. Juniper Research’s View: Key Strengths & Strategic Development Opportunities
- 2.1.13 Sinch
- i. Corporate Information
- Table 2.14: Sinch’s Recent Acquisitions, 2020-2021
- Table 2.15: Sinch’s Select Financial Information ($m), 2021-2023
- ii. Geographical Spread
- iii. Key Clients & Strategic Partnerships
- iv. High-level View of Offerings
- v. Juniper Research’s View: Key Strengths & Strategic Development Opportunities
- 2.1.14 Talkdesk
- i. Corporate Information
- ii. Geographical Spread
- iii. Key Clients & Strategic Partnerships
- iv. High-level View of Offerings
- v. Juniper Research’s View: Key Strengths & Strategic Development Opportunities
- 2.1.15 Tata Communications
- i. Corporate Information
- Table 2.16: Tata Communications’ Select Financial Information (₹ in crore), FY 2022-23 & FY 2023-24
- ii. Geographical Spread
- iii. Key Clients & Strategic Partnerships
- iv. High-level View of Offerings
- v. Juniper Research’s View: Key Strengths & Strategic Development Opportunities
- 2.1.16 Twilio
- i. Corporate Information
- Table 2.17: Twilio’s Acquisitions, November 2019 to Present
- Table 2.18: Twilio’s Revenue ($m), 2021-2023
- ii. Geographical Spread
- iii. Key Clients & Strategic Partnerships
- iv. High-level View of Offerings
- v. Juniper Research’s View: Key Strengths & Strategic Development Opportunities
- 2.1.17 UJET
- i. Corporate Information
- ii. Geographical Spread
- iii. Key Clients & Strategic Partnerships
- iv. High-level View of Offerings
- v. Juniper Research’s View: Key Strengths & Strategic Development Opportunities
- 2.1.18 Vonage
- i. Corporate Information
- ii. Geographical Spread
- iii. Key Clients & Strategic Partnerships
- iv. High-level View of Offerings
- v. Juniper Research’s View: Key Strengths & Strategic Development Opportunities
- 2.2 Juniper Research Leaderboard Methodology
- 2.3 Limitations & Interpretations
- Table 2.19: Juniper Research Competitor Leaderboard Scoring Criteria: CCaaS Vendors
- 1. Market Forecast & Key Takeaways
- 1.1 Introduction to CCaaS Forecasts
- 1.2 CCaaS Subscription Revenue Methodology & Assumptions
- Figure 1.1: CCaaS Subscription Revenue Forecast Methodology
- 1.2.1 Total Businesses Subscribing to CCaaS Services
- Figure & Table 1.2: Total Number of Businesses that Subscribe to CCaaS Services (m), Split by 8 Key Regions, 2025-2029
- 1.2.2 Total CCaaS Platform Revenue
- Figure & Table 1.3: Total CCaaS Subscription Revenue ($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 34
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