This trends analysis report examines the CCaaS market landscape in detail, assessing market trends and factors shaping the evolution of this rapidly changing market. This essential strategy report delivers a comprehensive analysis of the strategic opportunities for CCaaS providers, market challenges, and how stakeholders must navigate these.
This analysis also provides CCaaS market splits for communications channels such as voice, SMS, RCS and OTT messaging, and key industry opportunities for CCaaS vendors to capitalise on. It also includes an evaluation of the key country-level opportunities for CCaaS growth, with the Country Readiness Index.
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
Research Assistance
Download our eBook: How to Succeed Using Market Research
Learn how to effectively navigate the market research process to help guide your organization on the journey to success.
Download eBook