The global Contact Center As A Service Market size is expected to reach USD 17.12 billion by 2030, registering a CAGR of 19.1% from 2023 to 2030, according to a new report by Grand View Research, Inc. The 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 Contact Center as a Service (CCaaS) 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 May
2023, BT, a U.K.-based telecommunications provider, and Five9, a leading
intelligent CX Platform provider, announced an expanded partnership aimed at
offering a wider range of contact center services and solutions to
organizations worldwide. As part of this collaboration, BT will now provide the
Five9 Intelligent CX Platform as a managed service to both new and existing
customers. This offering aims to assist organizations in achieving full
digitalization of their workplace by seamlessly integrating with their existing
voice, unified communications, digital channels, and Customer Relationship
Management (CRM) systems.
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 of 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.
List of Key Players in Contact Center As A
Service Market
- Alcatel
Lucent Enterprise
- Avaya, Inc.
- Cisco
Systems, Inc.
- Enghouse
Interactive Inc.
- Five9, Inc.
- Genesys
- Microsoft
Corporation
- NICE
inContact
- SAP SE
- Unify Inc.
Related Press
Release@ Contact
Center As A Service (CCaaS) Market Report
Contact Center As A Service Market Report Highlights
- In terms of
solution, the customer collaboration segment is expected to witness the
highest Compound Annual Growth Rate (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 and 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 and retail segment is expected to provide
promising growth opportunities to the marketdue to the increasing focus on
enhancing customer experience, improving sales and marketing
effectiveness, and enabling seamless omnichannel customer interactions in
the highly competitive retail industry
- The North
American regional market dominated in 2022 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
emerging economies of the region
Contact Center As A Service
(CCaaS) Market Report Scope
|
Report Attribute |
Details |
|
Market
size value in 2023 |
USD 5.04
billion |
|
Revenue
forecast in 2030 |
USD 17.12
billion |
|
Growth
rate |
CAGR of
19.1% from 2023 to 2030 |
|
Base year
of estimation |
2022 |
|
Historical data |
2017 - 2021 |
|
Forecast period |
2023 - 2030 |
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Contact Center As A Service Market Segmentation
Grand
View Research has segmented the global contact center as a service market
report on the basis of solution, service, enterprise size, end-use, and region:
Contact Center As A Service (CCaaS) Solution Outlook
(Revenue, USD Billion, 2017 - 2030)
- Automatic
Call Distribution
- Call
Recording
- Computer
Telephony Integration
- Customer
Collaboration
- Dialer
- Interactive
Voice Response
- Reporting
& Analytics
- Workforce
Optimization
- Others
Contact Center As A Service (CCaaS) Outlook
(Revenue, USD Billion, 2017 - 2030)
- Integration
& Deployment
- Support
& Maintenance
- Training
& Consulting
- Managed
Services
Contact Center As A Service (CCaaS) Enterprise Size
Outlook (Revenue, USD Billion, 2017 - 2030)
- Large
Enterprises
- Small &
Medium Enterprises
Contact Center As A Service (CCaaS) End-use Outlook
(Revenue, USD Billion, 2017 - 2030)
- BFSI
- Consumer
Goods & Retail
- Government
- Healthcare
- IT &
Telecom
- Travel &
Hospitality
- Others
Contact Center As A Service (CCaaS) Regional Outlook
(Revenue, USD Billion, 2017 - 2030)
- North
America
- U.S.
- Canada
- Europe
- Germany
- UK
- France
- Asia Pacific
- China
- India
- Japan
- South Korea
- Australia
- Latin
America
- Brazil
- Mexico
- Middle East
& Africa
- Kingdom of
Saudi Arabia (KSA)
- UAE
- South
Africa
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