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Global CCaaS Market 2025-2029: Full Research Suite

Publisher Juniper Research
Published Apr 28, 2025
Length 147 Pages
SKU # JNRH19997494

Description

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.

Table of Contents

147 Pages
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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