Contact Centre as a Service Industry Share, Demand, and Future Forecast - 2028
- Amit Kumar
- 23 hours ago
- 6 min read
Contact Centre as a Service Market Projected to Expand at 15.6% CAGR Through 2028
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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Strategic Takeaways from the Report:
Market Sizing and Forecasting
Regulatory and Policy Influence
Competitive Trends and M&A Activity
Innovation Drivers and Disruptive Technologies
Investment Hotspots and Emerging Niches
Geographical Dynamics and Trade Flows
Contact Centre as a Service Market Segment Overview & Classification
This market is categorized to offer targeted insights across various operational and consumer-related verticals.
Segment List:
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. So, it is reasonable for such companies to adopt CCaaS solutions to look after customer support in such a large volume rather than maintaining a dedicated in-house IT team, leading to additional costs.
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. This is mainly due to increased customer engagement of the e-commerce service providers to offer quality after-sales services. The e-commerce service providers like Walmart, Amazon, and Flipkart, among others, rely heavily upon Omnichannel support by the CCaaS service providers to streamline services such as voice calls, live chat, emails, SMS, etc., while engaging with the customers.
By Region
North America
South America
Europe
The Middle East & Africa
Asia-Pacific.
North America holds a significant share in the Global Contact Center as a Service Market due to the presence of significant companies that provide their services online, such as Amazon, Wayfair, Citi Bank, etc. These companies encounter large volumes of customer grievances on a daily basis. They require CCaaS to provide personalized & timely redressal of the consumer’s complaint.
These divisions help clarify demand patterns and expected shifts.
Market Opportunities
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 Competitive Snapshot from 2023-2028
The report highlights established and emerging players in the global Contact Centre as a Service Market, evaluating their strengths, challenges, and potential for innovation.
Key Competitors Include:
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.
Avaya Inc.
Anywhere365
Zen Desk
Mitel Network Corporation
Their activities include partnerships, product launches, and geographic expansions.
Contact Centre as a Service Industry Prime Challenge
Data Theft & Privacy Related Issues is Limiting Its Adoption – CCaaS services involve the storage & processing of crucial data about customers’ finances, personal information, and many others. This involves a risk of data loss if the database is not secured properly. For instance:
In 2023, the US government service contractor Maximus disclosed a warning that the personal data of nearly 8 to 11 million individuals was breached during MOVEit Transfer data theft attacks.
The high risk associated with the loss of sensitive data is the major threat restricting the adoption of CCaaS among companies. In addition, stringent laws relating to data privacy & storage of data are another major factor limiting businesses from scaling on a global level. Different countries have different data protection laws that limit the storage of the database to a certain extent, thus confining the companies to hire out CCaaS, thereby impeding the Contact Center as a Service Market.
Frequently Asked Questions (FAQs):
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