The global CCaaS market size reached USD 3.91 Billion in 2021 and is expected to register a revenue CAGR of 18.0% during the forecast period, according to latest analysis by Emergen Research. Increasing requirement for improved and seamless end-to-end customer experience is a key factor driving market revenue growth. Rapid adoption of cloud-based contact centers and increasing integration of Application Programming Interface (API) enabling centralization of data for easy access are some of the major factors contributing to the rapid demand for CCaaS solutions. Provision of omnichannel communication and implementation of digital technologies such as artificial intelligence enables centralization of every customer interaction which provides a competitive edge to enterprises. CCaaS enable automation of manual and repetitive task in addition to providing information with various tools and resources to agents, increasing job satisfaction and productivity.

The report sheds light on details about every market player in the global Contact Center-as-a-Service Market along with its global status, product portfolio financial standing, and business expansion plan and license agreement. The key players in the market are adopting various key strategies such as mergers and acquisitions, partnerships, joint ventures, collaborations and product launches to strengthen their market position and enhance their product base.

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Competitive Terrain:

The section on the competitive landscape offers valuable and actionable insights related to the business sphere of the Contact Center-as-a-Service market, covering extensive profiling of the key market players. The report offers information about market share, product portfolio, pricing analysis, and strategic alliances such as mergers and acquisitions, joint ventures, collaborations, partnerships, product launches and brand promotions, among others. The report also discusses the initiatives taken by the key companies to combat the impact of the COVID-19 pandemic.

The leading market contenders listed in the report are:

Alcatel-Lucent Enterprise, Avaya Inc., Cisco Systems, Inc., Enghouse Interactive, Five9, Inc., Genesys, Microsoft, NICE Ltd., SAP, and Atos SE

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Emergen Research has segmented the global Contact Center-as-a-Service market on the basis of type, application, end-use, and region:

• Service Solution Outlook (Revenue, USD Billion; 2019-2030)

  • Reporting & analytics
  • Customer collaboration
  • Automatic call distribution
  • Multichannel
  • Computer Telephony Integration (CTI)
  • Workforce optimization
  • Interactive Voice Response (IVR)
  • Others

• Enterprise Size Outlook (Revenue, USD Billion; 2019-2030)

  • Large Enterprises
  • Small & Medium Enterprises

• End-Use Outlook (Revenue, USD Billion; 2019-2030)

  • Banking, Financial Services & Insurance (BFSI)
  • Healthcare
  • Retail
  • Consumer goods & retail
  • Government
  • IT & telecommunications
  • Travel & hospitality
  • Others

The various regions analyzed in the report include:

• North America (U.S., Canada)
• Europe (U.K., Italy, Germany, France, Rest of EU)
• Asia Pacific (India, Japan, China, South Korea, Australia, Rest of APAC)
• Latin America (Chile, Brazil, Argentina, Rest of Latin America)
• Middle East & Africa (Saudi Arabia, U.A.E., South Africa, Rest of MEA)

Key Objectives of the Report:

• Analysis and estimation of the Contact Center-as-a-Service Market size and share for the projected period of 2022-2030
• Extensive analysis of the key players of the market by SWOT analysis and Porter’s Five Forces analysis to impart a clear understanding of the competitive landscape
• Study of current and emerging trends, restraints, drivers, opportunities, challenges, growth prospects, and risks of the global Contact Center-as-a-Service Market
• Analysis of the growth prospects for the stakeholders and investors through the study of the promising segments
• Strategic recommendations to the established players and new entrants to capitalize on the emerging growth opportunities

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