Contact Center as a Service Market Share, Growth Insight, Size, Competitive Analysis, Regional, And Global Forecast To 2027
The MarketWatch News Department was not involved in the creation of this content.
Feb 02, 2021 (The Expresswire) —
The global contact center as a service market is set to gain impetus from the rising integration of interactive voice response (IVR) in these solutions. Fortune Business Insights™ presented this information in a new report, titled, “Contact Center as a Service (CCaaS) Size, Share and COVID-19 Impact Analysis, By Function (Interactive Voice Response (IVR), Multichannel, Automatic Call Distribution, Computer Telephony Integration (CTI), Reporting and Analytics, Workforce Optimization, Customer Collaboration, and Others), By Enterprise Size (Large Enterprises and Small and Medium Enterprises), By Industry (BFSI, IT and Telecommunications, Government, Healthcare, Consumer Goods and Retail, Travel and Hospitality, Media and Entertainment, and Others), and Regional Forecast, 2020-2027.” The report further states that the global contact center as a service (CCaaS) market size was USD 3.07 billion in 2019 and is projected to reach USD 10.06 billion by 2027, exhibiting a CAGR of 16.1% during the forecast period.
COVID-19 Pandemic: Rising Usage of E-commerce Platforms to Surge Demand
CCaaS solutions are experiencing high demand from multiple organizations worldwide because of their implementation of work from home policies to prevent the transmission of COVID-19. Apart from that, the increasing usage of e-commerce platforms for purchasing essentials amid the pandemic is compelling organizations to use cloud-based customer service solutions. We are aiming to help you battle this crisis by using one of our specially curated strategies.
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This Report Answers the Following Questions contact center as a service market (CCaaS):
- Which segment is set to lead in the coming years?
- What are the market dynamics, growth drivers, and hindrances?
- How will organizations surge sales of contact center as a service solution?
- What are the current, forthcoming, and previous sizes of the market?
Highlights of the Report:
- Market Penetration: Comprehensive information on the product portfolios of the top players in the Contact Center as a Service Market .
- Product Development/Innovation: Detailed insights on the upcoming technologies, RandD activities, and product launches in the Contact Center as a Service Market
- Competitive Assessment: In-depth assessment of the market strategies, geographic and business segments of the leading players in the Contact Center as a Service Market
- Market Development: Comprehensive information about emerging markets. This report analyzes the market for various segments across geographies
- Market Diversification: Exhaustive information about new products, untapped geographies, recent developments, and investments in the Contact Center as a Service Market
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A list of the prominent contact center as a service market providers operating in the global Contact Center as a Service Market (CCaaS):
- Cisco Systems, Inc (California, United States)
- Genesys (California, United States)
- Five9 (California, United States)
- 8×8, Inc. (California, United States)
- NICE Ltd. (Ra’anana, Israel)
- 3CLogic (Maryland, United States)
- Oracle Corporation (California, United States)
- Avaya Inc. (California, United States)
- Mitel Networks Corporation (Ottawa, Canada)
- Evolve IP, LLC. (Pennsylvania, United States)
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Segment-
BFSI Segment to Grow Significantly Backed by Rapid Digitization
Based on industry, the IT and telecom segment earned 19.7% in terms of contact center as a service market share in 2019. The BFSI segment held 17.3% share in 2019 backed by the rising number of customer interactions on account of digitization. Also, customers often try to reach out to their respective banks through numerous channels. Therefore, various banks are adopting unique Contact Center as a Service Marketsoftware solutions to build robust customer relationships.
Table Of ContentContact Center as a Service Market
8 Annexure / Appendix
8.1. Europe Contact Center as a Service (CCaas) Market Size Estimates and Forecasts (Quantitative Data), By Segments, 2016-2027
8.1.1. By Function (Value)
8.1.1.1. Interactive Voice Response (IVR)
8.1.1.2. Multichannel
8.1.1.3. Automatic Call Distribution
8.1.1.4. Computer Telephony Integration (CTI)
8.1.1.5. Reporting and Analytics
8.1.1.6. Workforce Optimization
8.1.1.7. Customer Collaboration
8.1.1.8. Others (Recording, Dialer, etc.)
8.1.2. Organization Size (Value)
8.1.2.1. Small and Medium Enterprises (SMEs)
8.1.2.1.1. Less than 50
8.1.2.1.2. 50 to 250
8.1.2.2. Large Enterprises
8.1.2.2.1. 251 to 500
8.1.2.2.2. 501 to 1000
8.1.2.2.3. More than 1000
8.1.3. By Industry (Value)
8.1.3.1. Banking, Financial Services, and Insurance (BFSI)
8.1.3.2. IT and Telecommunications
8.1.3.3. Government
8.1.3.4. Healthcare
8.1.3.5. Consumer Goods and Retail
8.1.3.6. Travel and Hospitality
8.1.3.7. Media and Entertainment
8.1.3.8. Others
8.1.4. By Country (Value)
8.1.4.1. United Kingdom
8.1.4.2. Germany
8.1.4.3. France
8.1.4.4. Italy
8.1.4.5. Spain
8.1.4.6. Rest of Europe
8.2. United Kingdom Contact Center as a Service (CCaas) Market Size Estimates and Forecasts (Quantitative Data), By Segments, 2016-2027
8.2.1. By Function (Value)
8.2.1.1. Interactive Voice Response (IVR)
8.2.1.2. Multichannel
8.2.1.3. Automatic Call Distribution
8.2.1.4. Computer Telephony Integration (CTI)
8.2.1.5. Reporting and Analytics
8.2.1.6. Workforce Optimization
8.2.1.7. Customer Collaboration
8.2.1.8. Others (Recording, Dialer, etc.)
8.2.2. Organization Size (Value)
8.2.2.1. Small and Medium Enterprises (SMEs)
8.2.2.1.1. Less than 50
8.2.2.1.2. 50 to 250
8.2.2.2. Large Enterprises
8.2.2.2.1. 251 to 500
8.2.2.2.2. 501 to 1000
8.2.2.2.3. More than 1000
8.2.3. By Industry (Value)
8.2.3.1. Banking, Financial Services, and Insurance (BFSI)
8.2.3.2. IT and Telecommunications
8.2.3.3. Government
8.2.3.4. Healthcare
8.2.3.5. Consumer Goods and Retail
8.2.3.6. Travel and Hospitality
8.2.3.7. Media and Entertainment
8.2.3.7.1.1. Others
8.3.Germany Contact Center as a Service(CCaas) Market Size Estimates and Forecasts (Quantitative Data), By Segments, 2016-2027
8.3.1. By Function (Value)
8.3.1.1. Interactive Voice Response (IVR)
8.3.1.2. Multichannel
8.3.1.3. Automatic Call Distribution
8.3.1.4. Computer Telephony Integration (CTI)
8.3.1.5. Reporting and Analytics
8.3.1.6. Workforce Optimization
8.3.1.7. Customer Collaboration
8.3.1.8. Others (Recording, Dialer, etc.)
8.3.2. Organization Size (Value)
8.3.2.1. Small and Medium Enterprises (SMEs)
8.3.2.1.1. Less than 50
8.3.2.1.2. 50 to 250
8.3.2.2. Large Enterprises
8.3.2.2.1. 251 to 500
8.3.2.2.2. 501 to 1000
8.3.2.2.3. More than 1000
8.3.3. By Industry (Value)
8.3.3.1. Banking, Financial Services, and Insurance (BFSI)
8.3.3.2. IT and Telecommunications
8.3.3.3. Government
8.3.3.4. Healthcare
8.3.3.5. Consumer Goods and Retail
8.3.3.6. Travel and Hospitality
8.3.3.7. Media and Entertainment
8.3.3.8. Others
8.4. France Contact Center as a Service (CCaas) Market Size Estimates and Forecasts (Quantitative Data), By Segments, 2016-2027
8.4.1. By Function (Value)
8.4.1.1. Interactive Voice Response (IVR)
8.4.1.2. Multichannel
8.4.1.3. Automatic Call Distribution
8.4.1.4. Computer Telephony Integration (CTI)
8.4.1.5. Reporting and Analytics
8.4.1.6. Workforce Optimization
8.4.1.7. Customer Collaboration
8.4.1.8. Others (Recording, Dialer, etc.)
8.4.2. Organization Size (Value)
8.4.2.1. Small and Medium Enterprises (SMEs)
8.4.2.1.1. Less than 50
8.4.2.1.2. 50 to 250
8.4.2.2. Large Enterprises
8.4.2.2.1. 251 to 500
8.4.2.2.2. 501 to 1000
8.4.2.2.3. More than 1000
8.4.3. By Industry (Value)
8.4.3.1. Banking, Financial Services, and Insurance (BFSI)
8.4.3.2. IT and Telecommunications
8.4.3.3. Government
8.4.3.4. Healthcare
8.4.3.5. Consumer Goods and Retail
8.4.3.6. Travel and Hospitality
8.4.3.7. Media and Entertainment
8.4.3.8. Others
8.5. Italy Contact Center as a Service (CCaas) Market Size Estimates and Forecasts (Quantitative Data), By Segments, 2016-2027
8.5.1. By Function (Value)
8.5.1.1. Interactive Voice Response (IVR)
8.5.1.2. Multichannel
8.5.1.3. Automatic Call Distribution
8.5.1.4. Computer Telephony Integration (CTI)
8.5.1.5. Reporting and Analytics
8.5.1.6. Workforce Optimization
8.5.1.7. Customer Collaboration
8.5.1.8. Others (Recording, Dialer, etc.)
8.5.2. Organization Size (Value)
8.5.2.1. Small and Medium Enterprises (SMEs)
8.5.2.1.1. Less than 50
8.5.2.1.2. 50 to 250
8.5.2.2. Large Enterprises
8.5.2.2.1. 251 to 500
8.5.2.2.2. 501 to 1000
8.5.2.2.3. More than 1000
8.5.3. By Industry (Value)
8.5.3.1. Banking, Financial Services, and Insurance (BFSI)
8.5.3.2. IT and Telecommunications
8.5.3.3. Government
8.5.3.4. Healthcare
8.5.3.5. Consumer Goods and Retail
8.5.3.6. Travel and Hospitality
8.5.3.7. Media and Entertainment
8.5.3.8. Others
8.6. Spain Contact Center as a Service (CCaas) Market Size Estimates and Forecasts (Quantitative Data), By Segments, 2016-2027
8.6.1. By Function (Value)
8.6.1.1. Interactive Voice Response (IVR)
8.6.1.2. Multichannel
8.6.1.3. Automatic Call Distribution
8.6.1.4. Computer Telephony Integration (CTI)
8.6.1.5. Reporting and Analytics
8.6.1.6. Workforce Optimization
8.6.1.7. Customer Collaboration
8.6.1.8. Others (Recording, Dialer, etc.)
8.6.2. Organization Size (Value)
8.6.2.1. Small and Medium Enterprises (SMEs)
8.6.2.1.1. Less than 50
8.6.2.1.2. 50 to 250
8.6.2.2. Large Enterprises
8.6.2.2.1. 251 to 500
8.6.2.2.2. 501 to 1000
8.6.2.2.3. More than 1000
8.6.3. By Industry (Value)
8.6.3.1. Banking, Financial Services, and Insurance (BFSI)
8.6.3.2. IT and Telecommunications
8.6.3.3. Government
8.6.3.4. Healthcare
8.6.3.5. Consumer Goods and Retail
8.6.3.6. Travel and Hospitality
8.6.3.7. Media and Entertainment
8.6.3.8. Others
8.7. Rest of Europe Contact Center as a Service (CCaas) Market Size Estimates and Forecasts (Quantitative Data), By Segments, 2016-2027
8.7.1. By Function (Value)
8.7.1.1. Interactive Voice Response (IVR)
8.7.1.2. Multichannel
8.7.1.3. Automatic Call Distribution
8.7.1.4. Computer Telephony Integration (CTI)
8.7.1.5. Reporting and Analytics
8.7.1.6. Workforce Optimization
8.7.1.7. Customer Collabo
ration
8.7.1.8. Others (Recording, Dialer, etc.)
8.7.2. Organization Size (Value)
8.7.2.1. Small and Medium Enterprises (SMEs)
8.7.2.1.1. Less than 50
8.7.2.1.2. 50 to 250
8.7.2.2. Large Enterprises
8.7.2.2.1. 251 to 500
8.7.2.2.2. 501 to 1000
8.7.2.2.3. More than 1000
8.7.3. By Industry (Value)
8.7.3.1. Banking, Financial Services, and Insurance (BFSI)
8.7.3.2. IT and Telecommunications
8.7.3.3. Government
8.7.3.4. Healthcare
8.7.3.5. Consumer Goods and Retail
8.7.3.6. Travel and Hospitality
8.7.3.7. Media and Entertainment
8.7.3.8. Others
Competitive Landscape-
Key Players Focus on Partnership Strategy to Co-develop Novel Solutions
The contact center as a service market contains various companies that are mainly focusing on providing state-of-the-art customer services to renowned enterprises. Most of them are engaging in the partnership strategy to co-develop new products. Below are the latest industry developments:
- August 2020: Evolve IP, LLC integrated its omnichannel Evolve Contact Suite, its virtual Workspaces solution and Microsoft Teams. This blend would enable agents to support prospects and clients anywhere on any device.
- June 2020: 3CLogic joined hands with Microsoft Teams to improve its enterprise communication solution. This partnership would aid the former to deliver smooth communication between back offices and on-line agents. It would further enhance the customer service.
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Press Release Distributed by The Express Wire
To view the original version on The Express Wire visit Contact Center as a Service Market Share, Growth Insight, Size, Competitive Analysis, Regional, And Global Forecast To 2027
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