Markntel Advisors’ report, Contact Centre as a Service Research Report: Industry Trend, Business Growth, Size, Future Scope, Segmentation, Dynamics, and Forecast to 2028, offers a comprehensive guide for the growing industry. The expert team of analysts dedicated significant effort to gathering and evaluating the latest market data, resulting in a detailed and up-to-date report that offers valuable insights for individuals who rely on data-driven decisions, including business owners and analysts. The research report on the Contact Centre as a Service presents well-researched facts and figures pertinent to the industry, whether the goal is to explore new markets, launch a new product, or maintain a competitive advantage.
Contact Centre as a Service Market Industry Research Report & Market Summary:
The Global Contact Center as a Service Market size was valued USD 4.57 Billion in 2022 and is estimated to grow at a CAGR of about 15.6% during the forecast period, i.e., 2023-28. The primary factor that is leading to the growth of the market is the desire for scalability & improved operational capabilities that most of the businesses such as e-commerce, digital banking, etc. are looking for. These businesses generally deal with large volumes of inbound calls to look after customer grievances. Thus, large-scale enterprises operating in several verticals generate the demand for CCaaS.
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If you’re interested in the assumptions considered in this study, you can download the PDF brochure- https://www.marknteladvisors.com/research-library/ccaas-market.html
Contact Centre as a Service Market Dynamics:
Key Driver-
Growing Use of Interactive Voice Response (IVR) Calling Solutions Among Companies – Over the past years, technological advancement & the shift toward digitalization have enabled several companies & service-providing agencies like banks, government authorities, delivery providers, etc., to expand their operations via online platforms. This has allowed these entities to improve their overall service offering & customer retention capacity.
The market has witnessed a boom since the advent of the COVID-19 pandemic, as travel, trade, and business restrictions led many businesses, specifically food delivery providers & banks to adopt IVR software to interact with their customers & resolve their issues timely. For instance, during 2020-21, many businesses, such as Twilio, iFood, Spotify, Uber, etc., adopted IVR systems to resolve customer issues & cater to their demands. In addition, the adoption of the IVR system has allowed the companies to achieve cost minimization as no additional IT team is required to look after customer grievances.
Further, as new startups & businesses related to FMCG & the BFSI sector are expanding into the global markets, the demand for IVR solutions for enhanced customer services is anticipated to increase. Thus, it would further lead to the growth of the market in the upcoming years.
Contact Centre as a Service Market Segmentation Analysis:
According to MarkNtel study the market is segmented into the following categories:
By Component
- Solution Type
- Automated Call Distribution- Market Size & Forecast 2018-2028F, USD Million
- Computer Telephony Integration (CTI)- Market Size & Forecast 2018-2028F, USD Million
- Reporting & Analytics- Market Size & Forecast 2018-2028F, USD Million
- Interactive Voice Response (IVR)- Market Size & Forecast 2018-2028F, USD Million
- Customer Collaborations- Market Size & Forecast 2018-2028F, USD Million
- Workforce Optimization- Market Size & Forecast 2018-2028F, USD Million
- Others (Recording, Dialer, etc.)- Market Size & Forecast 2018-2028F, USD Million
- Services Type
- Integration & Deployment- Market Size & Forecast 2018-2028F, USD Million
- Support & Maintenance- Market Size & Forecast 2018-2028F, USD Million
- Training & Consulting – Market Size & Forecast 2018-2028F, USD Million
By Organization Size
- Small & Medium- Market Size & Forecast 2018-2028F, USD Million
- Large- Market Size & Forecast 2018-2028F, USD Million
Large Enterprises hold a significant share in the market as industries like Walmart, Amazon, Uber, Spotify, etc., have a well-expanded business, due to which the customer traffic at these websites is high.
By Deployment Mode
- Public Cloud- Market Size & Forecast 2018-2028F, USD Million
- Private Cloud- Market Size & Forecast 2018-2028F, USD Million
- Hybrid Cloud- Market Size & Forecast 2018-2028F, USD Million
By End Users
- Banking & Financial Services & Insurance- Market Size & Forecast 2018-2028F, USD Million
- Government Agencies- Market Size & Forecast 2018-2028F, USD Million
- Healthcare- Market Size & Forecast 2018-2028F, USD Million
- Retail & Ecommerce- Market Size & Forecast 2018-2028F, USD Million
- IT & Telecommunication- Market Size & Forecast 2018-2028F, USD Million
- Manufacturing- Market Size & Forecast 2018-2028F, USD Million
- Media & Entertainment-Market Size & Forecast 2018-2028F, USD Million
- Tourism & Hospitality-Market Size & Forecast 2018-2028F, USD Million
- Others (Education Institutions, Energy & Utility, etc.)
The adoption of CCaaS services within the retail & e-commerce segment globally has been increasing considerably in the past years.
By Region
- North America
- South America
- Europe
- The Middle East & Africa
- Asia-Pacific.
As indicated in the latest market research report published by Markntel Advisors, “Contact Centre as a Service Research Report: Forecast (2023-2028)”, this report offers a detailed analysis of the industry, featuring insights into the Contact Centre as a Service. It encompasses competitor and geographical analyses, as well as recent advancements in the market.
Browse Full Report Along with TOC and Figures – https://www.marknteladvisors.com/research-library/ccaas-market.html
Top Companies Operating in the Contact Centre as a Service Market:
- Genesys Telecommunication Laboratories
- Nice System Ltd.
- Talk Desk Inc.
- 8X8 Inc.
- Enghouse Interactive
- Luware AG
- Evolve IP LLC.
- Cisco Systems
- Alcatel Lucent Enterprises
- Microsoft Corporation
- Five9 Inc.
- Others
- Avaya Inc.
- Anywhere365
- Zen Desk
- Mitel Network Corporation
- Others.
Note – If there are any particular details you need that are not currently included in the report, we will be happy to provide them as part of our customization services.
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Key Report Highlights:
- Market Dimensions & Projections
- Pricing Evaluation,
- Recent Strategic Moves by Companies,
- Primary Stakeholders,
- Analysis of Import and Export Trends,
- Competitive Landscape Assessment,
- Emerging Opportunities,
- Market Trends and Indicators
Frequently Asked Questions (FAQs)-
- What are the industry’s overall statistics or estimates (Overview, Size- By Value, Forecast Numbers, Segmentation, Shares)?
- What are the trends influencing the current scenario of the market?
- What leading factors would propel and impede the industry across the geography?
- How has the industry been evolving in terms of geography & Contact Centre as a Service Market adoption?
- How has the competition been shaping up across the geography?
- Who are the key competitors, and what strategic partnerships or ventures are they coming up with to stay afloat during the projected time frame?
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