The global Contact Center as a Service market size was valued at USD 34660 million in 2023 and is forecast to a readjusted size of USD 46550 million by 2030 with a CAGR of 4.3% during review period.
Contact center as a service (CCaaS) solutions offer similar functional capabilities to those of on-premises contact center infrastructure, but there are key differences. With CCaaS, connectivity to other cloud-based applications may be easier, consumption is paid for via monthly subscription, and there is a stronger focus on service capabilities. Functions and abilities that organizations consider when reviewing their contact center requirements include: 鈥� Automatic call distribution (ACD) and interactive voice response (IVR). 鈥� Universal routing and queuing of voice and internet channels 鈥� A chatbot capability to support self-service and assisted-service interactions and transactions. 鈥� Proactive contact, including outbound dialing and SMS, as well as push text and email notifications. 鈥� Access to customer data 鈥� Support for virtual operations, remote agents and subject matter expets 鈥� Customer relationship tracking, management applications and operational support applications.
This report includes an overview of the development of the Contact Center as a Service industry chain, the market status of Telecom & IT (Onshore Outsourcing, Offshore Outsourcing), BFSI (Onshore Outsourcing, Offshore Outsourcing), and key enterprises in developed and developing market, and analysed the cutting-edge technology, patent, hot applications and market trends of Contact Center as a Service.
Regionally, the report analyzes the Contact Center as a Service markets in key regions. North America and Europe are experiencing steady growth, driven by government initiatives and increasing consumer awareness. Asia-Pacific, particularly China, leads the global Contact Center as a Service market, with robust domestic demand, supportive policies, and a strong manufacturing base.
Key Features:
The report presents comprehensive understanding of the Contact Center as a Service market. It provides a holistic view of the industry, as well as detailed insights into individual components and stakeholders. The report analysis market dynamics, trends, challenges, and opportunities within the Contact Center as a Service industry.
The report involves analyzing the market at a macro level:
麻豆原创 Sizing and Segmentation: Report collect data on the overall market size, including the revenue generated, and market share of different by Type (e.g., Onshore Outsourcing, Offshore Outsourcing).
Industry Analysis: Report analyse the broader industry trends, such as government policies and regulations, technological advancements, consumer preferences, and market dynamics. This analysis helps in understanding the key drivers and challenges influencing the Contact Center as a Service market.
Regional Analysis: The report involves examining the Contact Center as a Service market at a regional or national level. Report analyses regional factors such as government incentives, infrastructure development, economic conditions, and consumer behaviour to identify variations and opportunities within different markets.
麻豆原创 Projections: Report covers the gathered data and analysis to make future projections and forecasts for the Contact Center as a Service market. This may include estimating market growth rates, predicting market demand, and identifying emerging trends.
The report also involves a more granular approach to Contact Center as a Service:
Company Analysis: Report covers individual Contact Center as a Service players, suppliers, and other relevant industry players. This analysis includes studying their financial performance, market positioning, product portfolios, partnerships, and strategies.
Consumer Analysis: Report covers data on consumer behaviour, preferences, and attitudes towards Contact Center as a Service This may involve surveys, interviews, and analysis of consumer reviews and feedback from different by Application (Telecom & IT, BFSI).
Technology Analysis: Report covers specific technologies relevant to Contact Center as a Service. It assesses the current state, advancements, and potential future developments in Contact Center as a Service areas.
Competitive Landscape: By analyzing individual companies, suppliers, and consumers, the report present insights into the competitive landscape of the Contact Center as a Service market. This analysis helps understand market share, competitive advantages, and potential areas for differentiation among industry players.
麻豆原创 Validation: The report involves validating findings and projections through primary research, such as surveys, interviews, and focus groups.
麻豆原创 Segmentation
Contact Center as a Service market is split by Type and by Application. For the period 2019-2030, the growth among segments provides accurate calculations and forecasts for consumption value by Type, and by Application in terms of value.
麻豆原创 segment by Type
Onshore Outsourcing
Offshore Outsourcing
麻豆原创 segment by Application
Telecom & IT
BFSI
Healthcare & Life Sciences
Government & Public
Retail & Consumer Goods
Others
麻豆原创 segment by players, this report covers
Five9
inContact
Talkdesk
Genesys
8x8
NewVoiceMedia
Serenova
Connect First
Noble Systems
Cisco (BroadSoft)
Evolve IP
Nuance
Talkdesk
Genesys
NewVoiceMedia
Content Guru
Puzzel (Intelecom)
Orange Business
Services
Capgemini
BT
麻豆原创 segment by regions, regional analysis covers
North America (United States, Canada, and Mexico)
Europe (Germany, France, UK, Russia, Italy, and Rest of Europe)
Asia-Pacific (China, Japan, South Korea, India, Southeast Asia, Australia and Rest of Asia-Pacific)
South America (Brazil, Argentina and Rest of South America)
Middle East & Africa (Turkey, Saudi Arabia, UAE, Rest of Middle East & Africa)
The content of the study subjects, includes a total of 13 chapters:
Chapter 1, to describe Contact Center as a Service product scope, market overview, market estimation caveats and base year.
Chapter 2, to profile the top players of Contact Center as a Service, with revenue, gross margin and global market share of Contact Center as a Service from 2019 to 2024.
Chapter 3, the Contact Center as a Service competitive situation, revenue and global market share of top players are analyzed emphatically by landscape contrast.
Chapter 4 and 5, to segment the market size by Type and application, with consumption value and growth rate by Type, application, from 2019 to 2030.
Chapter 6, 7, 8, 9, and 10, to break the market size data at the country level, with revenue and market share for key countries in the world, from 2019 to 2024.and Contact Center as a Service market forecast, by regions, type and application, with consumption value, from 2025 to 2030.
Chapter 11, market dynamics, drivers, restraints, trends and Porters Five Forces analysis.
Chapter 12, the key raw materials and key suppliers, and industry chain of Contact Center as a Service.
Chapter 13, to describe Contact Center as a Service research findings and conclusion.
Please Note - This is an on demand report and will be delivered in 2 business days (48 Hours) post payment.
1 麻豆原创 Overview
1.1 Product Overview and Scope of Contact Center as a Service
1.2 麻豆原创 Estimation Caveats and Base Year
1.3 Classification of Contact Center as a Service by Type
1.3.1 Overview: Global Contact Center as a Service 麻豆原创 Size by Type: 2019 Versus 2023 Versus 2030
1.3.2 Global Contact Center as a Service Consumption Value 麻豆原创 Share by Type in 2023
1.3.3 Onshore Outsourcing
1.3.4 Offshore Outsourcing
1.4 Global Contact Center as a Service 麻豆原创 by Application
1.4.1 Overview: Global Contact Center as a Service 麻豆原创 Size by Application: 2019 Versus 2023 Versus 2030
1.4.2 Telecom & IT
1.4.3 BFSI
1.4.4 Healthcare & Life Sciences
1.4.5 Government & Public
1.4.6 Retail & Consumer Goods
1.4.7 Others
1.5 Global Contact Center as a Service 麻豆原创 Size & Forecast
1.6 Global Contact Center as a Service 麻豆原创 Size and Forecast by Region
1.6.1 Global Contact Center as a Service 麻豆原创 Size by Region: 2019 VS 2023 VS 2030
1.6.2 Global Contact Center as a Service 麻豆原创 Size by Region, (2019-2030)
1.6.3 North America Contact Center as a Service 麻豆原创 Size and Prospect (2019-2030)
1.6.4 Europe Contact Center as a Service 麻豆原创 Size and Prospect (2019-2030)
1.6.5 Asia-Pacific Contact Center as a Service 麻豆原创 Size and Prospect (2019-2030)
1.6.6 South America Contact Center as a Service 麻豆原创 Size and Prospect (2019-2030)
1.6.7 Middle East and Africa Contact Center as a Service 麻豆原创 Size and Prospect (2019-2030)
2 Company Profiles
2.1 Five9
2.1.1 Five9 Details
2.1.2 Five9 Major Business
2.1.3 Five9 Contact Center as a Service Product and Solutions
2.1.4 Five9 Contact Center as a Service Revenue, Gross Margin and 麻豆原创 Share (2019-2024)
2.1.5 Five9 Recent Developments and Future Plans
2.2 inContact
2.2.1 inContact Details
2.2.2 inContact Major Business
2.2.3 inContact Contact Center as a Service Product and Solutions
2.2.4 inContact Contact Center as a Service Revenue, Gross Margin and 麻豆原创 Share (2019-2024)
2.2.5 inContact Recent Developments and Future Plans
2.3 Talkdesk
2.3.1 Talkdesk Details
2.3.2 Talkdesk Major Business
2.3.3 Talkdesk Contact Center as a Service Product and Solutions
2.3.4 Talkdesk Contact Center as a Service Revenue, Gross Margin and 麻豆原创 Share (2019-2024)
2.3.5 Talkdesk Recent Developments and Future Plans
2.4 Genesys
2.4.1 Genesys Details
2.4.2 Genesys Major Business
2.4.3 Genesys Contact Center as a Service Product and Solutions
2.4.4 Genesys Contact Center as a Service Revenue, Gross Margin and 麻豆原创 Share (2019-2024)
2.4.5 Genesys Recent Developments and Future Plans
2.5 8x8
2.5.1 8x8 Details
2.5.2 8x8 Major Business
2.5.3 8x8 Contact Center as a Service Product and Solutions
2.5.4 8x8 Contact Center as a Service Revenue, Gross Margin and 麻豆原创 Share (2019-2024)
2.5.5 8x8 Recent Developments and Future Plans
2.6 NewVoiceMedia
2.6.1 NewVoiceMedia Details
2.6.2 NewVoiceMedia Major Business
2.6.3 NewVoiceMedia Contact Center as a Service Product and Solutions
2.6.4 NewVoiceMedia Contact Center as a Service Revenue, Gross Margin and 麻豆原创 Share (2019-2024)
2.6.5 NewVoiceMedia Recent Developments and Future Plans
2.7 Serenova
2.7.1 Serenova Details
2.7.2 Serenova Major Business
2.7.3 Serenova Contact Center as a Service Product and Solutions
2.7.4 Serenova Contact Center as a Service Revenue, Gross Margin and 麻豆原创 Share (2019-2024)
2.7.5 Serenova Recent Developments and Future Plans
2.8 Connect First
2.8.1 Connect First Details
2.8.2 Connect First Major Business
2.8.3 Connect First Contact Center as a Service Product and Solutions
2.8.4 Connect First Contact Center as a Service Revenue, Gross Margin and 麻豆原创 Share (2019-2024)
2.8.5 Connect First Recent Developments and Future Plans
2.9 Noble Systems
2.9.1 Noble Systems Details
2.9.2 Noble Systems Major Business
2.9.3 Noble Systems Contact Center as a Service Product and Solutions
2.9.4 Noble Systems Contact Center as a Service Revenue, Gross Margin and 麻豆原创 Share (2019-2024)
2.9.5 Noble Systems Recent Developments and Future Plans
2.10 Cisco (BroadSoft)
2.10.1 Cisco (BroadSoft) Details
2.10.2 Cisco (BroadSoft) Major Business
2.10.3 Cisco (BroadSoft) Contact Center as a Service Product and Solutions
2.10.4 Cisco (BroadSoft) Contact Center as a Service Revenue, Gross Margin and 麻豆原创 Share (2019-2024)
2.10.5 Cisco (BroadSoft) Recent Developments and Future Plans
2.11 Evolve IP
2.11.1 Evolve IP Details
2.11.2 Evolve IP Major Business
2.11.3 Evolve IP Contact Center as a Service Product and Solutions
2.11.4 Evolve IP Contact Center as a Service Revenue, Gross Margin and 麻豆原创 Share (2019-2024)
2.11.5 Evolve IP Recent Developments and Future Plans
2.12 Nuance
2.12.1 Nuance Details
2.12.2 Nuance Major Business
2.12.3 Nuance Contact Center as a Service Product and Solutions
2.12.4 Nuance Contact Center as a Service Revenue, Gross Margin and 麻豆原创 Share (2019-2024)
2.12.5 Nuance Recent Developments and Future Plans
2.13 Talkdesk
2.13.1 Talkdesk Details
2.13.2 Talkdesk Major Business
2.13.3 Talkdesk Contact Center as a Service Product and Solutions
2.13.4 Talkdesk Contact Center as a Service Revenue, Gross Margin and 麻豆原创 Share (2019-2024)
2.13.5 Talkdesk Recent Developments and Future Plans
2.14 Genesys
2.14.1 Genesys Details
2.14.2 Genesys Major Business
2.14.3 Genesys Contact Center as a Service Product and Solutions
2.14.4 Genesys Contact Center as a Service Revenue, Gross Margin and 麻豆原创 Share (2019-2024)
2.14.5 Genesys Recent Developments and Future Plans
2.15 NewVoiceMedia
2.15.1 NewVoiceMedia Details
2.15.2 NewVoiceMedia Major Business
2.15.3 NewVoiceMedia Contact Center as a Service Product and Solutions
2.15.4 NewVoiceMedia Contact Center as a Service Revenue, Gross Margin and 麻豆原创 Share (2019-2024)
2.15.5 NewVoiceMedia Recent Developments and Future Plans
2.16 Content Guru
2.16.1 Content Guru Details
2.16.2 Content Guru Major Business
2.16.3 Content Guru Contact Center as a Service Product and Solutions
2.16.4 Content Guru Contact Center as a Service Revenue, Gross Margin and 麻豆原创 Share (2019-2024)
2.16.5 Content Guru Recent Developments and Future Plans
2.17 Puzzel (Intelecom)
2.17.1 Puzzel (Intelecom) Details
2.17.2 Puzzel (Intelecom) Major Business
2.17.3 Puzzel (Intelecom) Contact Center as a Service Product and Solutions
2.17.4 Puzzel (Intelecom) Contact Center as a Service Revenue, Gross Margin and 麻豆原创 Share (2019-2024)
2.17.5 Puzzel (Intelecom) Recent Developments and Future Plans
2.18 Orange Business
2.18.1 Orange Business Details
2.18.2 Orange Business Major Business
2.18.3 Orange Business Contact Center as a Service Product and Solutions
2.18.4 Orange Business Contact Center as a Service Revenue, Gross Margin and 麻豆原创 Share (2019-2024)
2.18.5 Orange Business Recent Developments and Future Plans
2.19 Services
2.19.1 Services Details
2.19.2 Services Major Business
2.19.3 Services Contact Center as a Service Product and Solutions
2.19.4 Services Contact Center as a Service Revenue, Gross Margin and 麻豆原创 Share (2019-2024)
2.19.5 Services Recent Developments and Future Plans
2.20 Capgemini
2.20.1 Capgemini Details
2.20.2 Capgemini Major Business
2.20.3 Capgemini Contact Center as a Service Product and Solutions
2.20.4 Capgemini Contact Center as a Service Revenue, Gross Margin and 麻豆原创 Share (2019-2024)
2.20.5 Capgemini Recent Developments and Future Plans
2.21 BT
2.21.1 BT Details
2.21.2 BT Major Business
2.21.3 BT Contact Center as a Service Product and Solutions
2.21.4 BT Contact Center as a Service Revenue, Gross Margin and 麻豆原创 Share (2019-2024)
2.21.5 BT Recent Developments and Future Plans
3 麻豆原创 Competition, by Players
3.1 Global Contact Center as a Service Revenue and Share by Players (2019-2024)
3.2 麻豆原创 Share Analysis (2023)
3.2.1 麻豆原创 Share of Contact Center as a Service by Company Revenue
3.2.2 Top 3 Contact Center as a Service Players 麻豆原创 Share in 2023
3.2.3 Top 6 Contact Center as a Service Players 麻豆原创 Share in 2023
3.3 Contact Center as a Service 麻豆原创: Overall Company Footprint Analysis
3.3.1 Contact Center as a Service 麻豆原创: Region Footprint
3.3.2 Contact Center as a Service 麻豆原创: Company Product Type Footprint
3.3.3 Contact Center as a Service 麻豆原创: Company Product Application Footprint
3.4 New 麻豆原创 Entrants and Barriers to 麻豆原创 Entry
3.5 Mergers, Acquisition, Agreements, and Collaborations
4 麻豆原创 Size Segment by Type
4.1 Global Contact Center as a Service Consumption Value and 麻豆原创 Share by Type (2019-2024)
4.2 Global Contact Center as a Service 麻豆原创 Forecast by Type (2025-2030)
5 麻豆原创 Size Segment by Application
5.1 Global Contact Center as a Service Consumption Value 麻豆原创 Share by Application (2019-2024)
5.2 Global Contact Center as a Service 麻豆原创 Forecast by Application (2025-2030)
6 North America
6.1 North America Contact Center as a Service Consumption Value by Type (2019-2030)
6.2 North America Contact Center as a Service Consumption Value by Application (2019-2030)
6.3 North America Contact Center as a Service 麻豆原创 Size by Country
6.3.1 North America Contact Center as a Service Consumption Value by Country (2019-2030)
6.3.2 United States Contact Center as a Service 麻豆原创 Size and Forecast (2019-2030)
6.3.3 Canada Contact Center as a Service 麻豆原创 Size and Forecast (2019-2030)
6.3.4 Mexico Contact Center as a Service 麻豆原创 Size and Forecast (2019-2030)
7 Europe
7.1 Europe Contact Center as a Service Consumption Value by Type (2019-2030)
7.2 Europe Contact Center as a Service Consumption Value by Application (2019-2030)
7.3 Europe Contact Center as a Service 麻豆原创 Size by Country
7.3.1 Europe Contact Center as a Service Consumption Value by Country (2019-2030)
7.3.2 Germany Contact Center as a Service 麻豆原创 Size and Forecast (2019-2030)
7.3.3 France Contact Center as a Service 麻豆原创 Size and Forecast (2019-2030)
7.3.4 United Kingdom Contact Center as a Service 麻豆原创 Size and Forecast (2019-2030)
7.3.5 Russia Contact Center as a Service 麻豆原创 Size and Forecast (2019-2030)
7.3.6 Italy Contact Center as a Service 麻豆原创 Size and Forecast (2019-2030)
8 Asia-Pacific
8.1 Asia-Pacific Contact Center as a Service Consumption Value by Type (2019-2030)
8.2 Asia-Pacific Contact Center as a Service Consumption Value by Application (2019-2030)
8.3 Asia-Pacific Contact Center as a Service 麻豆原创 Size by Region
8.3.1 Asia-Pacific Contact Center as a Service Consumption Value by Region (2019-2030)
8.3.2 China Contact Center as a Service 麻豆原创 Size and Forecast (2019-2030)
8.3.3 Japan Contact Center as a Service 麻豆原创 Size and Forecast (2019-2030)
8.3.4 South Korea Contact Center as a Service 麻豆原创 Size and Forecast (2019-2030)
8.3.5 India Contact Center as a Service 麻豆原创 Size and Forecast (2019-2030)
8.3.6 Southeast Asia Contact Center as a Service 麻豆原创 Size and Forecast (2019-2030)
8.3.7 Australia Contact Center as a Service 麻豆原创 Size and Forecast (2019-2030)
9 South America
9.1 South America Contact Center as a Service Consumption Value by Type (2019-2030)
9.2 South America Contact Center as a Service Consumption Value by Application (2019-2030)
9.3 South America Contact Center as a Service 麻豆原创 Size by Country
9.3.1 South America Contact Center as a Service Consumption Value by Country (2019-2030)
9.3.2 Brazil Contact Center as a Service 麻豆原创 Size and Forecast (2019-2030)
9.3.3 Argentina Contact Center as a Service 麻豆原创 Size and Forecast (2019-2030)
10 Middle East & Africa
10.1 Middle East & Africa Contact Center as a Service Consumption Value by Type (2019-2030)
10.2 Middle East & Africa Contact Center as a Service Consumption Value by Application (2019-2030)
10.3 Middle East & Africa Contact Center as a Service 麻豆原创 Size by Country
10.3.1 Middle East & Africa Contact Center as a Service Consumption Value by Country (2019-2030)
10.3.2 Turkey Contact Center as a Service 麻豆原创 Size and Forecast (2019-2030)
10.3.3 Saudi Arabia Contact Center as a Service 麻豆原创 Size and Forecast (2019-2030)
10.3.4 UAE Contact Center as a Service 麻豆原创 Size and Forecast (2019-2030)
11 麻豆原创 Dynamics
11.1 Contact Center as a Service 麻豆原创 Drivers
11.2 Contact Center as a Service 麻豆原创 Restraints
11.3 Contact Center as a Service Trends Analysis
11.4 Porters Five Forces Analysis
11.4.1 Threat of New Entrants
11.4.2 Bargaining Power of Suppliers
11.4.3 Bargaining Power of Buyers
11.4.4 Threat of Substitutes
11.4.5 Competitive Rivalry
12 Industry Chain Analysis
12.1 Contact Center as a Service Industry Chain
12.2 Contact Center as a Service Upstream Analysis
12.3 Contact Center as a Service Midstream Analysis
12.4 Contact Center as a Service Downstream Analysis
13 Research Findings and Conclusion
14 Appendix
14.1 Methodology
14.2 Research Process and Data Source
14.3 Disclaimer
Five9
inContact
Talkdesk
Genesys
8x8
NewVoiceMedia
Serenova
Connect First
Noble Systems
Cisco (BroadSoft)
Evolve IP
Nuance
Talkdesk
Genesys
NewVoiceMedia
Content Guru
Puzzel (Intelecom)
Orange Business
Services
Capgemini
BT
听
听
*If Applicable.