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Contact Center as a Service (CCaaS) Market: Global Market Size, Forecast, Insights, Segmentation, and Competitive Landscape with Impact of COVID-19 & Russia-Ukraine War

Publisher Prodture
Published Aug 18, 2024
Length 146 Pages
SKU # PROD19315490

Description

Contact Center as a Service (CCaaS) Market: Global Market Size, Forecast, Insights, Segmentation, and Competitive Landscape with Impact of COVID-19 & Russia-Ukraine War


The global contact center as a Service (CCaaS) market is expected to grow at a CAGR of around 18.0% during 2025-2034. This report on global contact center as a Service (CCaaS) market report provides holistic understanding of the market along with market sizing, forecast, drivers, challenges, and competitive landscape. The report presents a clear picture of the global contact center as a Service (CCaaS) market by segmenting the market based on offering, organization, end use vertical and region. Also, detailed profiles of companies operating in the contact center as a Service (CCaaS) market are provided in this report. We believe that this report will aid the professionals and industry stakeholders in making informed decision.

Market Drivers

• High Satisfactory Rates
• Automation Technologies and Advancements in AI

Market Challenges

• Security Issues

Historical & Forecast Period

Base Year: 2024
Historical Period: 2020-2024
Forecast Period: 2025-2034

Market by Offering

• Solutions
Automatic Call Distribution
Call Recording
Computer Telephony Integration
Customer Collaboration
Interactive Voice Response
Reporting and Analytics
Others
• Services
Integration and Deployment
Support and Maintenance
Training and Consulting

Market by Organization

• Large Enterprise
• SME's

Market by End Use Vertical

• BFSI
• IT and Telecommunications
• Government
• Media and Entertainment
• Healthcare
• Others

Market by Region

• Europe
Germany
United Kingdom
France
Italy
Spain
Russia
Netherlands
Rest of Europe
• North America
United States
Canada
• Asia Pacific
China
Japan
India
South Korea
Australia
Indonesia
Rest of Asia Pacific
• Latin America
Mexico
Brazil
Argentina
Rest of Latin America
• Middle East & Africa
Saudi Arabia
Turkey
Iran
United Arab Emirates
Rest of Middle East & Africa

Table of Contents

146 Pages
1. Preface
1.1 Objective
1.2 Target Audience & Key Offerings
1.3 Report’s Scope
1.4 Research Methodology
1.4.1 Phase I
1.4.2 Phase II
1.4.3 Phase III
1.5 Assumptions
2. Key Insights
3. Global Contact Center as a Service (CCaaS) Market
3.1. Introduction
3.2. Market Drivers
3.3. Market Challenges
4. Global Contact Center as a Service (CCaaS) Market Analysis
4.1. Market Portraiture
4.2. Market Size
4.3. Market Forecast
4.4. Impact of COVID-19
4.5. Impact of Russia-Ukraine War
5. Global Contact Center as a Service (CCaaS) Market by Offering
5.1. Introduction
5.2. Solutions
5.2.1. Automatic Call Distribution
5.2.2. Call Recording
5.2.3. Computer Telephony Integration
5.2.4. Customer Collaboration
5.2.5. Interactive Voice Response
5.2.6. Reporting and Analytics
5.2.7. Others
5.3. Services
5.3.1. Integration and Deployment
5.3.2. Support and Maintenance
5.3.3. Training and Consulting
6. Global Contact Center as a Service (CCaaS) Market by Organization
6.1. Introduction
6.2. Large Enterprise
6.3. SME's
7. Global Contact Center as a Service (CCaaS) Market by End Use Vertical
7.1. Introduction
7.2. BFSI
7.3. IT and Telecommunications
7.4. Government
7.5. Media and Entertainment
7.6. Healthcare
7.7. Others
8. Global Contact Center as a Service (CCaaS) Market by Distribution Channel
8.1. Introduction
8.2. Direct
8.3. Hypermarkets
8.4. Specialty Stores
8.5. Online Retail
8.6. Others
9. Global Contact Center as a Service (CCaaS) Market by Region
9.1. Introduction
9.2. Europe
9.2.1. Germany
9.2.2. United Kingdom
9.2.3. France
9.2.4. Italy
9.2.5. Spain
9.2.6. Russia
9.2.7. Netherlands
9.2.8. Rest of the Europe
9.3. North America
9.3.1. United States
9.3.2. Canada
9.4. Asia Pacific
9.4.1. China
9.4.2. Japan
9.4.3. India
9.4.4. South Korea
9.4.5. Australia
9.4.6. Indonesia
9.4.7. Rest of the Asia Pacific
9.5. Latin America
9.5.1. Mexico
9.5.2. Brazil
9.5.3. Argentina
9.5.4. Rest of Latin America
9.6. Middle East & Africa
9.6.1. Saudi Arabia
9.6.2. Turkey
9.6.3. Iran
9.6.4. United Arab Emirates
9.6.5. Rest of Middle East & Africa
10. SWOT Analysis
11. Porter’s Five Forces
12. Market Value Chain Analysis
13. Competitive Landscape
13.1. Competitive Scenario
13.2. Company Profiles
13.2.1. Accenture LLP
13.2.2. Alcatel Lucent Enterprise
13.2.3. Alphabet Inc. (Google Corporation)
13.2.4. Amazon.com
13.2.5. AT&T Inc.
13.2.6. Avaya, Inc.
13.2.7. Cisco Systems, Inc.
13.2.8. Enghouse Interactive Inc.
13.2.9. Five9, Inc.
13.2.10. Genesys
13.2.11. Microsoft Corporation
13.2.12. NICE inContact
13.2.13. SAP SE
13.2.14. Unify Inc.
List of Figures
Figure 1: Global Contact Center as a Service (CCaaS) Market (in US$ Million), 2020-2024
Figure 2: Global Contact Center as a Service (CCaaS) Market by Offering, 2024
Figure 3: Global Contact Center as a Service (CCaaS) Market by Organization, 2024
Figure 4: Global Contact Center as a Service (CCaaS) Market by End Use Vertical, 2024
Figure 5: Global Contact Center as a Service (CCaaS) Market by Region, 2024
Figure 6: Global Contact Center as a Service (CCaaS) Market (in US$ Million), 2025-2034
Figure 7: Global Contact Center as a Service (CCaaS) Market by Offering (in %), 2024 & 2034
Figure 8: Global Solution Contact Center as a Service (CCaaS) Market (in US$ Million), 2020-2024
Figure 9: Global Solution Contact Center as a Service Market (in US$ Million), 2025-2034
Figure 10: Automatic Call Distribution Solution Contact Center as a Service (CCaaS) Market (in US$ Million), 2020-2034
Figure 11: Call Recording Solution Contact Center as a Service (CCaaS) Market (in US$ Million), 2020-2034
Figure 12: Computer Telephony Integration Solution Contact Center as a Service (CCaaS) Market (in US$ Million), 2020-2034
Figure 13: Customer Collaboration Solution Contact Center as a Service (CCaaS) Market (in US$ Million), 2020-2034
Figure 14: Interactive Voice Response Solution Contact Center as a Service (CCaaS) Market (in US$ Million), 2020-2034
Figure 15: Reporting and Analytics Solution Contact Center as a Service (CCaaS) Market (in US$ Million), 2020-2034
Figure 16: Other Solutions Contact Center as a Service (CCaaS) Market (in US$ Million), 2020-2034
Figure 17: Global Services Contact Center as a Service (CCaaS) Market (in US$ Million), 2020-2024
Figure 18: Global Services Contact Center as a Service Market (in US$ Million), 2025-2034
Figure 19: Integration and Deployment Services Contact Center as a Service Market (in US$ Million), 2020-2034
Figure 20: Support and Maintenance Services Contact Center as a Service Market (in US$ Million), 2020-2034
Figure 21: Training and Consulting Services Contact Center as a Service Market (in US$ Million), 2020-2034
Figure 22: Global Contact Center as a Service (CCaaS) Market by Organization (in %), 2024 & 2034
Figure 23: Global Large Enterprise Contact Center as a Service (CCaaS) Market (in US$ Million), 2020-2024
Figure 24: Global Large Enterprise Contact Center as a Service (CCaaS) Market (in US$ Million), 2025-2034
Figure 25: Global SME's Contact Center as a Service (CCaaS) Market (in US$ Million), 2020-2024
Figure 26: Global SME's Contact Center as a Service (CCaaS) Market (in US$ Million), 2025-2034
Figure 27: Global Contact Center as a Service (CCaaS) Market by End Use Vertical (in %), 2024 & 2034
Figure 28: Global BFSI Contact Center as a Service (CCaaS) Market (in US$ Million), 2020-2024
Figure 29: Global BFSI Contact Center as a Service (CCaaS) Market (in US$ Million), 2025-2034
Figure 30: Global IT and Telecommunications Contact Center as a Service (CCaaS) Market (in US$ Million), 2020-2024
Figure 31: Global IT and Telecommunications Contact Center as a Service (CCaaS) Market (in US$ Million), 2025-2034
Figure 32: Global Government Contact Center as a Service (CCaaS) Market (in US$ Million), 2020-2024
Figure 33: Global Government Contact Center as a Service (CCaaS) Market (in US$ Million), 2025-2034
Figure 34: Global Media and Entertainment Contact Center as a Service (CCaaS) Market (in US$ Million), 2020-2024
Figure 35: Global Media and Entertainment Contact Center as a Service (CCaaS) Market (in US$ Million), 2025-2034
Figure 36: Global Healthcare Contact Center as a Service (CCaaS) Market (in US$ Million), 2020-2024
Figure 37: Global Healthcare Contact Center as a Service (CCaaS) Market (in US$ Million), 2025-2034
Figure 38: Global Other End Use Verticals Contact Center as a Service (CCaaS) Market (in US$ Million), 2020-2024
Figure 39: Global Other End Use Verticals 3D Printing Market (in US$ Million), 2025-2034
Figure 40: Global Contact Center as a Service (CCaaS) Market by Region (in %), 2024 & 2034
Figure 41: Europe Contact Center as a Service (CCaaS) Market (in US$ Million), 2020-2024
Figure 42: Europe Contact Center as a Service (CCaaS) Market (in US$ Million), 2025-2034
Figure 43: Europe Contact Center as a Service (CCaaS) Market by Country (in %), 2024 & 2034
Figure 44: Germany Contact Center as a Service (CCaaS) Market (in US$ Million), 2020-2034
Figure 45: United Kingdom Contact Center as a Service (CCaaS) Market (in US$ Million), 2020-2034
Figure 46: France Contact Center as a Service (CCaaS) Market (in US$ Million), 2020-2034
Figure 47: Italy Contact Center as a Service (CCaaS) Market (in US$ Million), 2020-2034
Figure 48: Spain Contact Center as a Service (CCaaS) Market (in US$ Million), 2020-2034
Figure 49: Russia Contact Center as a Service (CCaaS) Market (in US$ Million), 2020-2034
Figure 50: Netherlands Contact Center as a Service (CCaaS) Market (in US$ Million), 2020-2034
Figure 51: North America Contact Center as a Service (CCaaS) Market (in US$ Million), 2020-2024
Figure 52: North America Contact Center as a Service (CCaaS) Market (in US$ Million), 2025-2034
Figure 53: North America Contact Center as a Service (CCaaS) Market by Country (in %), 2024 & 2034
Figure 54: United States Contact Center as a Service (CCaaS) Market (in US$ Million), 2020-2034
Figure 55: Canada Contact Center as a Service (CCaaS) Market (in US$ Million), 2020-2034
Figure 56: Asia Pacific Contact Center as a Service (CCaaS) Market (in US$ Million), 2020-2024
Figure 57: Asia Pacific Contact Center as a Service (CCaaS) Market (in US$ Million), 2025-2034
Figure 58: Asia Pacific Contact Center as a Service (CCaaS) Market by Country (in %), 2024 & 2034
Figure 59: China Contact Center as a Service (CCaaS) Market (in US$ Million), 2020-2034
Figure 60: Japan Contact Center as a Service (CCaaS) Market (in US$ Million), 2020-2034
Figure 61: India Contact Center as a Service (CCaaS) Market (in US$ Million), 2020-2034
Figure 62: South Korea Contact Center as a Service (CCaaS) Market (in US$ Million), 2020-2034
Figure 63: Australia Contact Center as a Service (CCaaS) Market (in US$ Million), 2020-2034
Figure 64: Indonesia Contact Center as a Service (CCaaS) Market (in US$ Million), 2020-2034
Figure 65: Latin America Contact Center as a Service (CCaaS) Market (in US$ Million), 2020-2024
Figure 66: Latin America Contact Center as a Service (CCaaS) Market (in US$ Million), 2025-2034
Figure 67: Latin America Contact Center as a Service (CCaaS) Market by Country (in %), 2024 & 2034
Figure 68: Mexico Contact Center as a Service (CCaaS) Market (in US$ Million), 2020-2034
Figure 69: Brazil Contact Center as a Service (CCaaS) Market (in US$ Million), 2020-2034
Figure 70: Argentina Contact Center as a Service (CCaaS) Market (in US$ Million), 2020-2034
Figure 71: Middle East & Africa Contact Center as a Service (CCaaS) Market (in US$ Million), 2020-2024
Figure 72: Middle East & Africa Contact Center as a Service (CCaaS) Market (in US$ Million), 2025-2034
Figure 73: Middle East & Africa Contact Center as a Service (CCaaS) Market by Country (in %), 2024 & 2034
Figure 74: Saudi Arabia Contact Center as a Service (CCaaS) Market (in US$ Million), 2020-2034
Figure 75: Turkey Contact Center as a Service (CCaaS) Market (in US$ Million), 2020-2034
Figure 76: Iran Contact Center as a Service (CCaaS) Market (in US$ Million), 2020-2034
Figure 77: UAE Contact Center as a Service (CCaaS) Market (in US$ Million), 2020-2034
Figure 78: Market Value Chain
List of Tables
Table 1: Global Contact Center as a Service (CCaaS) Market Portraiture
Table 2: Global Contact Center as a Service (CCaaS) Market by Offerings (in US$ Million), 2024 & 2034
Table 3: Solution Contact Center as a Service (CCaaS) Market by Offerings (in US$ Million), 2024 & 2034
Table 4: Services Contact Center as a Service (CCaaS) Market by Offerings (in US$ Million), 2024 & 2034
Table 5: Global Contact Center as a Service (CCaaS) Market by Organization (in US$ Million), 2024 & 2034
Table 6: Global Contact Center as a Service (CCaaS) Market by End Use Vertical (in US$ Million), 2024 & 2034
Table 7: Global Contact Center as a Service (CCaaS) Market by Region (in US$ Million), 2024 & 2034
Table 8: Europe Contact Center as a Service (CCaaS) Market by Country (in US$ Million), 2024 & 2034
Table 9: North America Contact Center as a Service (CCaaS) Market by Country (in US$ Million), 2024 & 2034
Table 10: Asia Pacific Contact Center as a Service (CCaaS) Market by Country (in US$ Million), 2024 & 2034
Table 11: Latin America Contact Center as a Service (CCaaS) Market by Country (in US$ Million), 2024 & 2034
Table 12: Middle East & Africa Contact Center as a Service (CCaaS) Market by Country (in US$ Million),
2024 & 2034
Table 13: List of Key Players

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