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 research report on the Contact Center-as-a-Service market is formulated through extensive primary and secondary research along with qualitative and quantitative analysis of vital aspects of the market. The insightful data is further validated and verified by the industry professionals. The report strives to offer deeper insights into the overall market scenario of the Contact Center-as-a-Service business sphere.
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Competitive Terrain:
The global Contact Center-as-a-Service industry is highly consolidated owing to the presence of renowned companies operating across several international and local segments of the market. These players dominate the industry in terms of their strong geographical reach and a large number of production facilities. The companies are intensely competitive against one another and excel in their individual technological capabilities, as well as product development, innovation, and product pricing strategies.
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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Additional information offered by the report:
- Along with a complete overview of the global Contact Center-as-a-Service market, the report provides detailed scrutiny of the diverse market trends observed on both regional and global levels.
- The report elaborates on the global Contact Center-as-a-Service market size and share governed by the major geographies.
- It performs a precise market growth forecast analysis, cost analysis, and a study of the micro- and macro-economic indicators.
- It further presents a detailed description of the company profiles of the key market contenders.
Segments Covered in this report are:
-
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
Radical Highlights of the Contact Center-as-a-Service Market Report:
- Comprehensive overview of the Contact Center-as-a-Service market along with analysis of the changing dynamics of the market
- Growth Assessment of various market segments throughout the forecast period
- Regional and global analysis of the market players, including their market share and global position
- Growth strategies adopted by key market players to combat the impact of the COVID-19 pandemic on the market
- Impact of the technological developments and R&D advancements on the Contact Center-as-a-Service market
- Information about profit-making strategies and developmental strategies of major companies and manufacturers
- Insightful information for the new entrants willing to enter the market
- Details and insights about business expansion strategies, product launches, and other collaborations
- The report incorporates advanced analytical tools such as SWOT analysis, Porter’s Five Forces Analysis, feasibility analysis, and investment return analysis
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