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Contact Center As A Service Market Size, Share & Trends Analysis Report by Solution, by Service, by Enterprise Size, by End Use, by Region and Segment Forecasts, 2022-2030

  • ID: 5390571
  • Report
  • April 2022
  • Region: Global
  • 150 Pages
  • Grand View Research

FEATURED COMPANIES

  • Alcatel Lucent Enterprise
  • Avaya, Inc.
  • Cisco Systems, Inc.
  • Enghouse Interactive Inc.
  • Five9, Inc.
  • Genesys
The global contact center as a service market size is expected to reach USD 17.12 billion by 2030, registering a CAGR of 18.4% from 2022 to 2030. The contact center as a service (CCaaS) market growth can be attributed to the rising adoption of cloud-based contact center services by enterprises to offer better flexibility and customer convenience. Many organizations are adopting Business Intelligence (BI) technology, as it provides them with a holistic view of agent performance and helps measure how they are achieving organizational goals.



Businesses are widely adopting cloud-based contact centers owing to benefits such as reduced integration, support, and IT-related costs, which could help drive the growth of the market. Moreover, numerous players are developing cloud contact centers to enhance operational functionality and flexibility for users. For instance, in January 2021, Infosys announced the launch of the Infosys Cortex, a customer engagement platform that leverages the technology from Genesys, a cloud contact center solutions provider, along with Contact Center AI and analytics services from Google Cloud.

Numerous CCaaS providers are entering into partnerships with communication companies to deploy contact center software and expand their reach. For instance, in April 2021, Talkdesk announced a partnership with Welltel, a communication and IT company based in Ireland. Under the partnership, Welltel would offer Talkdesk cloud contact center solutions to Irish companies.

The COVID-19 pandemic is expected to have a positive impact on the market. As the pandemic situation continues, cloud-hosted contact centers are gaining more traction as it provides better levels of reliability, availability, and disaster recovery because agents can access the tools they need to perform the job from any place. Moreover, cloud-hosted contact centers provide better workforce elasticity for easily scalable solutions and faster deployment of new capabilities and technology solutions. However, the increasing concerns about data security are expected to hamper the market growth over the forecast period. CCaaS solutions handle huge data volumes and critical financial data of consumers, which could be at risk of malicious attacks.

Contact Center As A Service Market Report Highlights

  • In terms of solution, the customer collaboration segment is expected to witness the highest CAGR over the forecast period. This can be attributed to the rising focus of businesses on offering enhanced customer satisfaction by solving their issues and promptly attending their calls.
  • In terms of service, the managed services segment is likely to register the highest CAGR over the forecast period. The increasing need for monitoring IT operations, data backup and recovery, help desk support, and security is expected to drive the demand for managed services over the forecast period.
  • In terms of enterprise size, the small & medium enterprises segment is likely to register the highest CAGR. Convenient service delivery and the low cost of investment related to CCaaS is boosting its adoption across small & medium enterprises.
  • In terms of end use, the consumer goods & retail segment is expected to provide promising growth opportunities to the market. The increasing usage of online channels for purchasing consumer goods amidst the COVID-19 pandemic is expected to drive the demand for contact center as a service in the consumer goods & retail industry.
  • The North American regional market dominated in 2021 and is likely to present promising growth opportunities for the market over the forecast period as well. The Asia Pacific regional market is expected to witness the highest growth owing to the increasing industrial expansion and development in the emerging economies of the region.


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Frequently Asked Questions about the Global Contact Center As A Service Market

What is the estimated value of the Global Contact Center As A Service Market?

The Global Contact Center As A Service Market was estimated to be valued at $4.4 Billion in 2022.

What is the growth rate of the Global Contact Center As A Service Market?

The growth rate of the Global Contact Center As A Service Market is 18.4%, with an estimated value of $17.1 Billion by 2030.

What is the forecasted size of the Global Contact Center As A Service Market?

The Global Contact Center As A Service Market is estimated to be worth $17.1 Billion by 2030.

Who are the key companies in the Global Contact Center As A Service Market?

Key companies in the Global Contact Center As A Service Market include Alcatel Lucent Enterprise, Avaya, Inc., Cisco Systems, Inc., Enghouse Interactive Inc., Five9, Inc., Genesys, Microsoft Corporation, Nice Incontact and Unify Inc..
Note: Product cover images may vary from those shown

FEATURED COMPANIES

  • Alcatel Lucent Enterprise
  • Avaya, Inc.
  • Cisco Systems, Inc.
  • Enghouse Interactive Inc.
  • Five9, Inc.
  • Genesys

Chapter 1 Methodology and Scope
1.1 Research Methodology
1.2 Research Scope and Assumptions
1.3 List of Data Sources
Chapter 2 Executive Summary
2.1 Contact Center as a Service Market-Industry Snapshot & Key Buying Criteria, 2017-2030
2.2 Global Contact Center as a Service Market, 2017-2030
2.2.1 Global contact center as a service market, by region, 2017-2030
2.2.2 Global contact center as a service market, by solution, 2017-2030
2.2.3 Global contact center as a service market, by service, 2017-2030
2.2.4 Global contact center as a service market, by enterprise size, 2017-2030
2.2.5 Global contact center as a service market, by end use, 2017-2030
Chapter 3 Contact Center as a Service Industry Outlook
3.1 Market Segmentation and Scope
3.2 Market Size and Growth Prospects
3.3 Contact Center as a Service Market-Value Chain Analysis
3.3.1 Vendor landscape
3.4 Contact Center as a Service Market-Market Dynamics
3.4.1 Market driver analysis
3.4.1.1 Increasing need to improve customer experience
3.4.1.2 Growing preference for cloud-based contact center solutions
3.4.1.3 Rising adoption of advanced contact center technologies
3.4.2 Market challenge analysis
3.4.2.1 Increasing concerns of data security
3.4.3 Market oppurtunity analysis
3.4.3.1 Increasing customer demands for robust self-service interactions
3.5 Penetration and Growth Prospect Mapping
3.6 Contact Center as a Service Market-Porter’s Five Forces Analysis
3.7 Contact Center as a Service Market-PESTEL Analysis
Chapter 4 Contact Center as a Service Solution Outlook
4.1 Contact Center as a Service Market Share by Solution, 2021
4.2 Automatic Call Distribution
4.2.1 Automatic call distribution contact center as a service market, 2017-2030
4.3 Call Recording
4.3.1 Call recording contact center as a service market, 2017-2030
4.4 Computer Telephony Integration
4.4.1 Computer telephony integration contact center as a service market, 2017-2030
4.5 Customer Collaboration
4.5.1 Customer collaboration contact center as a service market, 2017-2030
4.6 Dialer
4.6.1 Dialer contact center as a service market, 2017-2030
4.7 Interactive Voice Response
4.7.1 Interactive voice response contact center as a service market, 2017-2030
4.8 Reporting & Analytics
4.8.1 Reporting & analytics contact center as a service market, 2017-2030
4.9 Workforce Optimization
4.9.1 Workforce optimization contact center as a service market, 2017-2030
4.10 Others
4.10.1 Others contact center as a service market, 2017-2030
Chapter 5 Contact Center as a Service Outlook
5.1 Contact Center as a Service Market Share by Service, 2021
5.2 Integration & Deployment
5.2.1 Contact center as a integration & deployment service market, 2017-2030
5.3 Support & Maintenance
5.3.1 Contact center as a support & maintenance service market, 2017-2030
5.4 Training & Consulting
5.4.1 Contact center as a training & consulting service market, 2017-2030
5.5 Managed Services
5.5.1 Contact center as a managed services market, 2017-2030
Chapter 6 Contact Center as a Service Enterprise Size Outlook
6.1 Contact Center as a Service Market Share by Enterprise Size, 2021
6.2 Large Enterprises
6.2.1 Contact center as a service market in large enterprises, 2017-2030
6.3 Small & Medium Enterprises
6.3.1 Contact center as a service market in small & medium enterprises, 2017-2030
Chapter 7 Contact Center as a Service End Use Outlook
7.1 Contact Center as a Service Market Share by End Use, 2021
7.2 BFSI
7.2.1 Contact center as a service market in BFSI, 2017-2030
7.3 Consumer Goods & Retail
7.3.1 Contact center as a service market in consumer goods & retail, 2017-2030
7.4 Government
7.4.1 Contact center as a service market in government, 2017-2030
7.5 Healthcare
7.5.1 Contact center as a service market in healthcare, 2017-2030
7.6 IT & Telecom
7.6.1 Contact center as a service market in IT & telecom, 2017-2030
7.7 Travel & Hospitality
7.7.1 Contact center as a service market in travel & hospitality, 2017-2030
7.8 Others
7.8.1 Contact center as a service market in other end use, 2017-2030
Chapter 8 Contact Center as a Service Regional Outlook
8.1 Contact Center as a Service Market Share by Region, 2021
8.2 North America
8.2.1 North America contact center as a service market, 2017-2030
8.2.2 North America contact center as a service market, by solution, 2017-2030
8.2.3 North America contact center as a service market, by service, 2017-2030
8.2.4 North America contact center as a service market, by enterprise size, 2017-2030
8.2.5 North America contact center as a service market, by end use, 2017-2030
8.2.6 U.S.
8.2.6.1 U.S. contact center as a service market, 2017-2030
8.2.6.2 U.S. contact center as a service market, by solution, 2017-2030
8.2.6.3 U.S. contact center as a service market, by service, 2017-2030
8.2.6.4 U.S. contact center as a service market, by enterprise size, 2017-2030
8.2.6.5 U.S. contact center as a service market, by end use, 2017-2030
8.2.7 Canada
8.2.7.1 Canada contact center as a service market, 2017-2030
8.2.7.2 Canada contact center as a service market, by solution, 2017-2030
8.2.7.3 Canada contact center as a service market, by service, 2017-2030
8.2.7.4 Canada contact center as a service market, by enterprise size, 2017-2030
8.2.7.5 Canada contact center as a service market, by end use, 2017-2030
8.3 Europe
8.3.1 Europe contact center as a service market, 2017-2030
8.3.2 Europe contact center as a service market, by solution, 2017-2030
8.3.3 Europe contact center as a service market, by service, 2017-2030
8.3.4 Europe contact center as a service market, by enterprise size, 2017-2030
8.3.5 Europe contact center as a service market, by end use, 2017-2030
8.3.6 Germany
8.3.6.1 Germany contact center as a service market, 2017-2030
8.3.6.2 Germany contact center as a service market, by solution, 2017-2030
8.3.6.3 Germany contact center as a service market, by service, 2017-2030
8.3.6.4 Germany contact center as a service market, by enterprise size, 2017-2030
8.3.6.5 Germany contact center as a service market, by end use, 2017-2030
8.3.7 U.K.
8.3.7.1 U.K. contact center as a service market, 2017-2030
8.3.7.2 U.K. contact center as a service market, by solution, 2017-2030
8.3.7.3 U.K. contact center as a service market, by service, 2017-2030
8.3.7.4 U.K. contact center as a service market, by enterprise size, 2017-2030
8.3.7.5 U.K. contact center as a service market, by end use, 2017-2030
8.4 Asia Pacific
8.4.1 Asia Pacific contact center as a service market, 2017-2030
8.4.2 Asia Pacific contact center as a service market, by solution, 2017-2030
8.4.3 Asia Pacific contact center as a service market, by service, 2017-2030
8.4.4 Asia Pacific contact center as a service market, by enterprise size, 2017-2030
8.4.5 Asia Pacific contact center as a service market, by end use, 2017-2030
8.4.6 China
8.4.6.1 China contact center as a service market, 2017-2030
8.4.6.2 China contact center as a service market, by solution, 2017-2030
8.4.6.3 China contact center as a service market, by service, 2017-2030
8.4.6.4 China contact center as a service market, by enterprise size, 2017-2030
8.4.6.5 China contact center as a service market, by end use, 2017-2030
8.4.7 India
8.4.7.1 India contact center as a service market, 2017-2030
8.4.7.2 India contact center as a service market, by solution, 2017-2030
8.4.7.3 India contact center as a service market, by service, 2017-2030
8.4.7.4 India contact center as a service market, by enterprise size, 2017-2030
8.4.7.5 India contact center as a service market, by end use, 2017-2030
8.4.8 Japan
8.4.8.1 Japan contact center as a service market, 2017-2030
8.4.8.2 Japan contact center as a service market, by solution, 2017-2030
8.4.8.3 Japan contact center as a service market, by service, 2017-2030
8.4.8.4 Japan contact center as a service market, by enterprise size, 2017-2030
8.4.8.5 Japan contact center as a service market, by end use, 2017-2030
8.5 Latin America
8.5.1 Latin America contact center as a service market, 2017-2030
8.5.2 Latin America contact center as a service market, by solution, 2017-2030
8.5.3 Latin America contact center as a service market, by service, 2017-2030
8.5.4 Latin America contact center as a service market, by enterprise size, 2017-2030
8.5.5 Latin America contact center as a service market, by end use, 2017-2030
8.5.6 Brazil
8.5.6.1 Brazil contact center as a service market, 2017-2030
8.5.6.2 Brazil contact center as a service market, by solution, 2017-2030
8.5.6.3 Brazil contact center as a service market, by service, 2017-2030
8.5.6.4 Brazil contact center as a service market, by enterprise size, 2017-2030
8.5.6.5 Brazil contact center as a service market, by end use, 2017-2030
8.6 MEA
8.6.1 MEA contact center as a service market, 2017-2030
8.6.2 MEA contact center as a service market, by solution, 2017-2030
8.6.3 MEA contact center as a service market, by charger type, 2017-2030
8.6.4 MEA contact center as a service market, by enterprise size, 2017-2030
8.6.5 MEA contact center as a service market, by end use, 2017-2030
Chapter 9 Competitive Analysis
9.1 Recent Developments and Impact Analysis, by Key Market Participants
9.2 Competitive Dashboard Analysis
9.3 Company Market Positioning Analysis
9.4 List of key emerging companies/technology disruptors/innovators
9.5 Company Geographical Presence
Chapter 10 Competitive Landscape
10.1 Alcatel Lucent Enterprise
10.1.1 Company overview
10.1.2 Financial performance
10.1.3 Product benchmarking
10.1.4 Strategic initiatives
10.2 Avaya, Inc.
10.2.1 Company overview
10.2.2 Financial performance
10.2.3 Product benchmarking
10.2.4 Strategic initiatives
10.3 Cisco Systems, Inc.
10.3.1 Company overview
10.3.2 Financial performance
10.3.3 Product benchmarking
10.3.4 Strategic initiatives
10.4 Enghouse Interactive Inc.
10.4.1 Company overview
10.4.2 Financial performance
10.4.3 Product benchmarking
10.4.4 Strategic initiatives
10.5 Five9, Inc.
10.5.1 Company overview
10.5.2 Financial performance
10.5.3 Product benchmarking
10.5.4 Strategic initiatives
10.6 Genesys
10.6.1 Company overview
10.6.2 Financial performance
10.6.3 Product benchmarking
10.6.4 Strategic initiatives
10.7 Microsoft Corporation
10.7.1 Company overview
10.7.2 Financial performance
10.7.3 Product benchmarking
10.7.4 Strategic initiatives
10.8 NICE inContact
10.8.1 Company overview
10.8.2 Financial performance
10.8.3 Product benchmarking
10.8.4 Strategic initiatives
10.9 SAP SE
10.9.1 Company overview
10.9.2 Financial performance
10.9.3 Product benchmarking
10.9.4 Strategic initiatives
10.10 Unify Inc.
10.10.1 Company overview
10.10.2 Financial performance
10.10.3 Product benchmarking
10.10.4 Strategic initiatives
Note: Product cover images may vary from those shown
  • Alcatel Lucent Enterprise
  • Avaya, Inc.
  • Cisco Systems, Inc.
  • Enghouse Interactive Inc.
  • Five9, Inc.
  • Genesys
  • Microsoft Corporation
  • Nice Incontact
  • Sap Se
  • Unify Inc.
Note: Product cover images may vary from those shown

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