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Global Contact Centre as a Service Market Share, Growth, Analysis, Research: By Component: Solution, Services; By Organisation Size: Large Enterprise, Small and Middle Enterprise; By End Use: BFSI, IT and Telecom, Healthcare, Media and Entertainment, Others; Regional Analysis; Market Dynamics; Competitive Landscape; 2018-2028
Global Contact Centre as a Service Market Outlook
The global contact centre as a service market attained a value of USD 4.9 billion in 2022. The market is further expected to grow at a CAGR of 16.60% between 2023 and 2028 to reach a value of USD 12.32 billion by 2028.
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Key Trends in the Market
Contact centre as a service or CCaaS is defined as a software as a service application which enables the interaction between an organisation and customers using various channels. This application also allows specific purchasing of a technology by an enterprise. Contact centre as a service is adaptive and flexible and is used to improve the customer experience while managing customer interactions across multiple channels.
- The global contact centre as a service market growth is being driven by the rising demand from sectors such as healthcare, BFSI, government, and IT and telecom, among others.
- Increasing adoption of digital technologies among the enterprises to fuel business profitability is further expanding the market opportunities. In line with this, the heightened adoption of smart electronic devices is paving the path for the contact centre as a service market.
- The advancements in technology because of rapid investments in innovations are leading to an accelerated development of business augmenting services such as artificial intelligence (AI) and machine learning (ML).
- Growing importance of prompt and easily accessible customer service is a key trend in the market, fuelled by the increasing competition amongst businesses and low brand loyalty across multiple sectors.
Market Analysis
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Based on component, the contact centre as a service market can be segmented into solution and services. The solution segment can be further divided based on type into automatic call distribution, call recording, computer telephony integration, customer collaboration, dialler, interactive voice response, and reporting and analytics, among others. The services segment can be divided based on type into integration and deployment, support and maintenance, training and consulting, and managed services.
On the basis of organisation size, the market can be classified into large enterprise and small and middle enterprise. Based on end use, the market is divided into BFSI, IT and telecom, healthcare, media and entertainment, government, and travel and hospitality, among others. The regional markets can be divided into North America, Europe, the Asia Pacific, Latin America, and the Middle East and Africa.
The comprehensive EMR report provides an in-depth assessment of the market based on the Porter's five forces model along with giving a SWOT analysis. The report gives a detailed analysis of the following key players in the global contact centre as a service market, covering their competitive landscape and latest developments like mergers, acquisitions, investments and expansion plans.
- ALE International SAS
- Microsoft Corporation
- Cisco Systems, Inc.
- Genesys
- SAP SE
- NICE Ltd
- Amazon Web Services (AWS)
- Alvaria, Inc.
- Five9, Inc.
- Evolve IP, LLC.
- TTEC Holdings, Inc.
- Others
Market Share by Component
The solution segment, based on component, holds a significant share in the contact centre as a service market because of the growing dependence on analytical and technical support across enterprises. Efficient and reliable solutions such as automatic call distribution and call recording, facilitate quick response, while reducing the call costs. In addition, these features improve customer service which lead to an expansion of business opportunities.
Reporting and analytics types of solutions are growing in demand across organisations, further bolstering the dynamic for the market for contact centre as a service. Particularly for organisations new to implementing CCaaS solutions, reporting and analytics augment quality assurance measures. They also help detect upselling opportunities, and decrease the non-compliance risk, which is a crucial aspect of this segment escalating the market growth.
Market Share by End Use
The BFSI end use sector is witnessing a steady growth and will continue to grow at a decent pace in the forecast period because of rapid digitalisation across the emerging economic nations. Contact centre as a service enables a banking or financial organisation to offer customers reliable and prompt service, facilitating personalisation, consumer trust, and greater brand loyalty.
As the usage of contact centres as a service becomes more widespread, the applications in end use industries is likely to grow exponentially. With growing competition, more companies will invest in CCaaS. Technological advancements in other end use industries such as healthcare and travel and hospitality, are expected to accelerate the growth of the contact centre as a service market.
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Competitive Landscape
ALE International SAS is a leading innovator in the field of communications technology. The company offers a wide range of services, security products, and platforms which cater to the needs of various end use industries. ALE International SAS was founded in the year 1919 and is currently headquartered in Paris, France.
Microsoft Corporation is one of the largest technological innovators which operates across more than 170 countries. Microsoft Corporation was founded in 1975 and is presently headquartered in Washington, United States, with over 180,000+ employees. The company offers efficient and advanced cloud-based solutions which are used across various sectors.
Cisco Systems, Inc. is a multinational company based in the United States. It offers solutions in the field of digital communication which cater to the demand of various sectors including government, education, enterprise, and healthcare, among others. It is one of the largest electronic equipment manufacturers around the world.
Other market players include Genesys, SAP SE, NICE Ltd, Amazon Web Services (AWS), Alvaria, Inc., Five9, Inc., Evolve IP, LLC., and TTEC Holdings, Inc., among others.
Key Highlights of the Report
| REPORT FEATURES | DETAILS |
|---|---|
| Base Year | 2022 |
| Historical Period | 2018-2022 |
| Forecast Period | 2023-2028 |
| Scope of the Report |
Historical and Forecast Trends, Industry Drivers and Constraints, Historical and Forecast Market Analysis by Segment:
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| Breakup by Component |
|
| Breakup by Organisation Size |
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| Breakup by End Use |
|
| Breakup by Region |
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| Market Dynamics |
|
| Competitive Landscape |
|
| Companies Covered |
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*At Expert Market Research, we strive to always give you current and accurate information. The numbers depicted in the description are indicative and may differ from the actual numbers in the final EMR report.
1 Preface
2 Report Coverage – Key Segmentation and Scope
3 Report Description
3.1 Market Definition and Outlook
3.2 Properties and Applications
3.3 Market Analysis
3.4 Key Players
4 Key Assumptions
5 Executive Summary
5.1 Overview
5.2 Key Drivers
5.3 Key Developments
5.4 Competitive Structure
5.5 Key Industrial Trends
6 Market Snapshot
6.1 Global
6.2 Regional
7 Opportunities and Challenges in the Market
8 Global Contact Centre as a Service Market Analysis
8.1 Key Industry Highlights
8.2 Global Contact Centre as a Service Historical Market (2018-2022)
8.3 Global Contact Centre as a Service Market Forecast (2023-2028)
8.4 Global Contact Centre as a Service Market by Component
8.4.1 Solution
8.4.1.1 Market Share
8.4.1.2 Historical Trend (2018-2022)
8.4.1.3 Forecast Trend (2023-2028)
8.4.1.4 Breakup by Type
8.4.1.4.1 Automatic Call Distribution
8.4.1.4.2 Call Recording
8.4.1.4.3 Computer Telephony Integration
8.4.1.4.4 Customer Collaboration
8.4.1.4.5 Dialler
8.4.1.4.6 Interactive Voice Response
8.4.1.4.7 Reporting and Analytics
8.4.1.4.8 Others
8.4.2 Services
8.4.2.1 Market Share
8.4.2.2 Historical Trend (2018-2022)
8.4.2.3 Forecast Trend (2023-2028)
8.4.2.4 Breakup by Type
8.4.2.4.1 Integration and Deployment
8.4.2.4.2 Support and Maintenance
8.4.2.4.3 Training and Consulting
8.4.2.4.4 Managed Services
8.5 Global Contact Centre as a Service Market by Organisation Size
8.5.1 Large Enterprise
8.5.1.1 Market Share
8.5.1.2 Historical Trend (2018-2022)
8.5.1.3 Forecast Trend (2023-2028)
8.5.2 Small and Middle Enterprise
8.5.2.1 Market Share
8.5.2.2 Historical Trend (2018-2022)
8.5.2.3 Forecast Trend (2023-2028)
8.6 Global Contact Centre as a Service Market by End Use
8.6.1 BFSI
8.6.1.1 Market Share
8.6.1.2 Historical Trend (2018-2022)
8.6.1.3 Forecast Trend (2023-2028)
8.6.2 IT and Telecom
8.6.2.1 Market Share
8.6.2.2 Historical Trend (2018-2022)
8.6.2.3 Forecast Trend (2023-2028)
8.6.3 Healthcare
8.6.3.1 Market Share
8.6.3.2 Historical Trend (2018-2022)
8.6.3.3 Forecast Trend (2023-2028)
8.6.4 Media and Entertainment
8.6.4.1 Market Share
8.6.4.2 Historical Trend (2018-2022)
8.6.4.3 Forecast Trend (2023-2028)
8.6.5 Government
8.6.5.1 Market Share
8.6.5.2 Historical Trend (2018-2022)
8.6.5.3 Forecast Trend (2023-2028)
8.6.6 Travel and Hospitality
8.6.6.1 Market Share
8.6.6.2 Historical Trend (2018-2022)
8.6.6.3 Forecast Trend (2023-2028)
8.6.7 Others
8.7 Global Contact Centre as a Service Market by Region
8.7.1 North America
8.7.1.1 Market Share
8.7.1.2 Historical Trend (2018-2022)
8.7.1.3 Forecast Trend (2023-2028)
8.7.2 Europe
8.7.2.1 Market Share
8.7.2.2 Historical Trend (2018-2022)
8.7.2.3 Forecast Trend (2023-2028)
8.7.3 Asia Pacific
8.7.3.1 Market Share
8.7.3.2 Historical Trend (2018-2022)
8.7.3.3 Forecast Trend (2023-2028)
8.7.4 Latin America
8.7.4.1 Market Share
8.7.4.2 Historical Trend (2018-2022)
8.7.4.3 Forecast Trend (2023-2028)
8.7.5 Middle East and Africa
8.7.5.1 Market Share
8.7.5.2 Historical Trend (2018-2022)
8.7.5.3 Forecast Trend (2023-2028)
9 North America Contact Centre as a Service Market Analysis
9.1 United States of America
9.1.1 Market Share
9.1.2 Historical Trend (2018-2022)
9.1.3 Forecast Trend (2023-2028)
9.2 Canada
9.2.1 Market Share
9.2.2 Historical Trend (2018-2022)
9.2.3 Forecast Trend (2023-2028)
10 Europe Contact Centre as a Service Market Analysis
10.1 United Kingdom
10.1.1 Market Share
10.1.2 Historical Trend (2018-2022)
10.1.3 Forecast Trend (2023-2028)
10.2 Germany
10.2.1 Market Share
10.2.2 Historical Trend (2018-2022)
10.2.3 Forecast Trend (2023-2028)
10.3 France
10.3.1 Market Share
10.3.2 Historical Trend (2018-2022)
10.3.3 Forecast Trend (2023-2028)
10.4 Italy
10.4.1 Market Share
10.4.2 Historical Trend (2018-2022)
10.4.3 Forecast Trend (2023-2028)
10.5 Others
11 Asia Pacific Contact Centre as a Service Market Analysis
11.1 China
11.1.1 Market Share
11.1.2 Historical Trend (2018-2022)
11.1.3 Forecast Trend (2023-2028)
11.2 Japan
11.2.1 Market Share
11.2.2 Historical Trend (2018-2022)
11.2.3 Forecast Trend (2023-2028)
11.3 India
11.3.1 Market Share
11.3.2 Historical Trend (2018-2022)
11.3.3 Forecast Trend (2023-2028)
11.4 ASEAN
11.4.1 Market Share
11.4.2 Historical Trend (2018-2022)
11.4.3 Forecast Trend (2023-2028)
11.5 Australia
11.5.1 Market Share
11.5.2 Historical Trend (2018-2022)
11.5.3 Forecast Trend (2023-2028)
11.6 Others
12 Latin America Contact Centre as a Service Market Analysis
12.1 Brazil
12.1.1 Market Share
12.1.2 Historical Trend (2018-2022)
12.1.3 Forecast Trend (2023-2028)
12.2 Argentina
12.2.1 Market Share
12.2.2 Historical Trend (2018-2022)
12.2.3 Forecast Trend (2023-2028)
12.3 Mexico
12.3.1 Market Share
12.3.2 Historical Trend (2018-2022)
12.3.3 Forecast Trend (2023-2028)
12.4 Others
13 Middle East and Africa Contact Centre as a Service Market Analysis
13.1 Saudi Arabia
13.1.1 Market Share
13.1.2 Historical Trend (2018-2022)
13.1.3 Forecast Trend (2023-2028)
13.2 United Arab Emirates
13.2.1 Market Share
13.2.2 Historical Trend (2018-2022)
13.2.3 Forecast Trend (2023-2028)
13.3 Nigeria
13.3.1 Market Share
13.3.2 Historical Trend (2018-2022)
13.3.3 Forecast Trend (2023-2028)
13.4 South Africa
13.4.1 Market Share
13.4.2 Historical Trend (2018-2022)
13.4.3 Forecast Trend (2023-2028)
13.5 Others
14 Market Dynamics
14.1 SWOT Analysis
14.1.1 Strengths
14.1.2 Weaknesses
14.1.3 Opportunities
14.1.4 Threats
14.2 Porter’s Five Forces Analysis
14.2.1 Supplier’s Power
14.2.2 Buyer’s Power
14.2.3 Threat of New Entrants
14.2.4 Degree of Rivalry
14.2.5 Threat of Substitutes
14.3 Key Indicators for Demand
14.4 Key Indicators for Price
15 Competitive Landscape
15.1 Market Structure
15.2 Company Profiles
15.2.1 ALE International SAS
15.2.1.1 Company Overview
15.2.1.2 Product Portfolio
15.2.1.3 Demographic Reach and Achievements
15.2.1.4 Certifications
15.2.2 Microsoft Corporation
15.2.2.1 Company Overview
15.2.2.2 Product Portfolio
15.2.2.3 Demographic Reach and Achievements
15.2.2.4 Certifications
15.2.3 Cisco Systems, Inc.
15.2.3.1 Company Overview
15.2.3.2 Product Portfolio
15.2.3.3 Demographic Reach and Achievements
15.2.3.4 Certifications
15.2.4 Genesys
15.2.4.1 Company Overview
15.2.4.2 Product Portfolio
15.2.4.3 Demographic Reach and Achievements
15.2.4.4 Certifications
15.2.5 SAP SE
15.2.5.1 Company Overview
15.2.5.2 Product Portfolio
15.2.5.3 Demographic Reach and Achievements
15.2.5.4 Certifications
15.2.6 NICE Ltd
15.2.6.1 Company Overview
15.2.6.2 Product Portfolio
15.2.6.3 Demographic Reach and Achievements
15.2.6.4 Certifications
15.2.7 Amazon Web Services (AWS)
15.2.7.1 Company Overview
15.2.7.2 Product Portfolio
15.2.7.3 Demographic Reach and Achievements
15.2.7.4 Certifications
15.2.8 Alvaria, Inc.
15.2.8.1 Company Overview
15.2.8.2 Product Portfolio
15.2.8.3 Demographic Reach and Achievements
15.2.8.4 Certifications
15.2.9 Five9, Inc.
15.2.9.1 Company Overview
15.2.9.2 Product Portfolio
15.2.9.3 Demographic Reach and Achievements
15.2.9.4 Certifications
15.2.10 Evolve IP, LLC.
15.2.10.1 Company Overview
15.2.10.2 Product Portfolio
15.2.10.3 Demographic Reach and Achievements
15.2.10.4 Certifications
15.2.11 TTEC Holdings, Inc.
15.2.11.1 Company Overview
15.2.11.2 Product Portfolio
15.2.11.3 Demographic Reach and Achievements
15.2.11.4 Certifications
15.2.12 Others
16 Key Trends and Developments in the Market
List of Key Figures and Tables
1. Global Contact Centre as a Service Market: Key Industry Highlights, 2018 and 2028
2. Global Contact Centre as a Service Historical Market: Breakup by Component (USD Million), 2018-2022
3. Global Contact Centre as a Service Market Forecast: Breakup by Component (USD Million), 2023-2028
4. Global Contact Centre as a Service Historical Market: Breakup by Organisation Size (USD Million), 2018-2022
5. Global Contact Centre as a Service Market Forecast: Breakup by Organisation Size (USD Million), 2023-2028
6. Global Contact Centre as a Service Historical Market: Breakup by End Use (USD Million), 2018-2022
7. Global Contact Centre as a Service Market Forecast: Breakup by End Use (USD Million), 2023-2028
8. Global Contact Centre as a Service Historical Market: Breakup by Region (USD Million), 2018-2022
9. Global Contact Centre as a Service Market Forecast: Breakup by Region (USD Million), 2023-2028
10. North America Contact Centre as a Service Historical Market: Breakup by Country (USD Million), 2018-2022
11. North America Contact Centre as a Service Market Forecast: Breakup by Country (USD Million), 2023-2028
12. Europe Contact Centre as a Service Historical Market: Breakup by Country (USD Million), 2018-2022
13. Europe Contact Centre as a Service Market Forecast: Breakup by Country (USD Million), 2023-2028
14. Asia Pacific Contact Centre as a Service Historical Market: Breakup by Country (USD Million), 2018-2022
15. Asia Pacific Contact Centre as a Service Market Forecast: Breakup by Country (USD Million), 2023-2028
16. Latin America Contact Centre as a Service Historical Market: Breakup by Country (USD Million), 2018-2022
17. Latin America Contact Centre as a Service Market Forecast: Breakup by Country (USD Million), 2023-2028
18. Middle East and Africa Contact Centre as a Service Historical Market: Breakup by Country (USD Million), 2018-2022
19. Middle East and Africa Contact Centre as a Service Market Forecast: Breakup by Country (USD Million), 2023-2028
20. Global Contact Centre as a Service Market Structure
Key Questions Answered in the Report
The global market reached a value of USD 4.9 billion in 2022.
The market is estimated to grow at a CAGR of 16.60% in the forecast period of 2022 and 2028 to reach a value of USD 12.32 billion by 2028.
The rapid digitalisation across various end use industries such as healthcare, BFSI, and government, among others, increasing demands of consumers, and growing competition amongst companies are the major market drivers of the contact centre as a service market.
The key trends in the market include the advancements in technology leading to the emergence of artificial intelligence (AI) and machine learning (ML).
The various solutions in the CCaaS market include automatic call distribution, call recording, computer telephony integration, customer collaboration, dialler, interactive voice response, and reporting and analytics, among others.
The major elements of contact centre as a service include emphasis on phone communication, capacity for email, emphasis on high-end technology, tech-friendly agents, and data tracking.
Unlike call centres, a contact centre is capable of interacting with multiple customers across various channels such as social media, app, text, and web, among others.
Examples of contact centre as a service include IVR, call distribution, call collaboration, call routing, and ACD, among others.
Inbound, outbound, multichannel, omnichannel, on-premise, and cloud, are the different types of contact centres.
ALE International SAS, Microsoft Corporation, Cisco Systems, Inc., Genesys, SAP SE, NICE Ltd, Amazon Web Services (AWS), Alvaria, Inc., Five9, Inc., Evolve IP, LLC., and TTEC Holdings, Inc., among others, are the key players in the market for contact centre as a service, according to the report.
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