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Global CCaaS Market 2025-2029: Market Trends & Strategies

Publisher Juniper Research
Published Apr 28, 2025
Length 51 Pages
SKU # JNRH19997400

Description

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.

Table of Contents

51 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

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