The analyst's 2023 Contact Center as a Service Worldwide Market Share Report is the primary resource for financial analysts, vendors, and companies who want to understand this sector’s competitive landscape, market share by revenue and seats, geographical breakdown, adoption rate, and current and projected total addressable market (TAM).
Authoritative and Comprehensive Analysis
This is the third annual edition of the Contact Center as a Service Worldwide Market Share Report, (formerly the Worldwide Cloud-Based Contact Center Infrastructure Market Share Report). This insightful and unparalleled analysis is based on DMG Consulting’s extensive coverage and rigorous analysis of the contact center as a service (CCaaS) sector for the past 15 years.
This Report captures and analyzes the activity of the vendors who sell a CCaaS platform, their recurring license revenue, associated professional services (implementation, integration, training, premium support) fees, and carrier services. It covers the 200 estimated competitors in the worldwide CCaaS market that sell a multi-tenant offering that is hosted in a client, vendor, or third-party data center, or a single-tenant software as a service (SaaS)-based offering.
The Report provides a discerning review of the trends impacting the rapidly growing and dynamic CCaaS market. An influential driver of this sector’s momentum is the expanding footprint of these platforms, which increasingly include workforce engagement management (WEM) applications and self-service capabilities. Seat adoption is being fueled by many first-time customers realizing the potential of these innovative solutions. This includes some of the larger on-premise contact centers that have finally begun their migration to the cloud.
CCaaS Vendor Performance
The 2023 Contact Center as a Service Worldwide Market Share Report provides insights into the market’s performance in the calendar year 2022 and provides a detailed analysis of the seat and revenue activity of 21 leading and contending CCaaS competitors: 8×8, Alvaria, Amazon Connect, Avaya, Bright Pattern, Cisco, Content Guru, Enghouse, Five9, Genesys, LiveVox, NEC, NICE CXone, Odigo, Puzzel, RingCentral, Salesforce, Telia ACE, Twilio, UJET, and Vonage.
The report includes:
- Total Contact Center Seat Projections, Worldwide, 2022 Actual - 2027 Projected
- 2022 Worldwide CCaaS Market Share Analysis, by Vendor
- 2022 Worldwide CCaaS Revenue and Market Share, by Vendor
- 2022 CCaaS Revenue Analysis, by Category (recurring services, carrier services, and professional services) and Vendor
- 2022 CCaaS Revenue and Market Activity, by Geography and Vendor
- Worldwide CCaaS Seat Adoption Rate and Projections, 2022 - 2027
- Worldwide CCaaS Seats and Projections, 2022 - 2027
- CCaaS Worldwide Total Addressable Market and Projections, 2022 - 2027
Please note: A customer license letter agreement needs to be signed prior to delivery of this product. This letter will be sent to you via email after your order is placed.
Table of Contents
1. Executive Summary2. Introduction3. CCaaS Market Drivers and Inhibitors
Samples
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Companies Mentioned
- 8x8
- Alvaria
- Amazon Connect
- Avaya
- Bright Pattern
- Cisco
- Content Guru
- Enghouse
- Five9
- Genesys
- LiveVox
- NEC
- NICE CXone
- Odigo
- Puzzel
- RingCentral
- Salesforce
- Telia ACE
- Twilio
- UJET
- Vonage