Contact Center as a Service Market By Offerings, By Organization Size, By End Use Verticals : Global Opportunity Analysis and Industry Forecast, 2021-2031

Description

List of Tables

The global contact center as a service (CCaaS) market was valued at $4,263.0 million in 2021, and is projected to reach $19,775.7 million by 2031, registering a CAGR of 16.8% from 2022 to 2031. The solutions segment was the highest revenue contributor to the market, with $4,031.9 million in 2021, and is estimated to reach $18,107.6 million by 2031, with a CAGR of 16.4%. The services segment is estimated to reach $1,668.1 million by 2031, at a significant CAGR of 21.9% during the forecast period.

A cloud-based customer experience solution called Contact Center as a Service (CCaaS) enables businesses to use the technology of client service providers. Organizations may purchase only the technologies they require using a CCaaS model, which eliminates the need for internal IT support. For many contact centers, CCaaS is the best solution since it allows for growth as operational requirements alter. The ability to selectively invest in the technology that is required results in cheap investment costs and enhanced capabilities to better serve consumers.

The market is experiencing growth owing to a couple of factors, including the rise in need for an enhanced and seamless end-to-end customer experience and a reduction in operational expenses as a result of the adoption of contact centre as a service (CCaaS). Even though it is expected that the potential of forgery, security threats connected to contact centres as a service (CCaaS) would restrict market growth.The industry is anticipated to witness lucrative growth opportunities owing to increased need for application programming interface (API) based contact centers.

The offering, organization size, and end-use vertical segments determine the overall contact center as a service (CCaaS) market. The offering sector of the global contact center as a service (CCaaS) market is further down into services and solutions. Solutions is sub-segmented into automated call distribution, call recording, computer telephony integration, customer collaboration, interactive voice response, reporting and analytics and others. The contact center as a service (CCaaS) in terms of services is bifurcated into three sub-segments: integration and implementation, support and maintenance, and training and consulting. The market is divided into large enterprises and small and medium enterprises based on the size of the organization (SMEs).).

On the basis end-use verticals as segment contact center as a service market (CCaaS) can be categorized into BFSI, IT & telecommunications, government, media & entertainment, healthcare, and others. The BFSI segment is estimated to reach $2,556.0 million by 2031, at a significant CAGR of 13.3% during the forecast period. The healthcare and government segments are expected to witness considerable CAGRs of 20.4% and 19.4%, respectively, during the forecast period.

Region-wise, the Contact Center as a Service (CCaaS) market trends are analyzed across North America, Europe, Asia-Pacific, and LAMEA. North America was the highest revenue contributor, accounting for $2,378.8 million in 2021, and is estimated to reach $9,353.9 million by 2031, with a CAGR of 14.9%. Asia-Pacific is estimated to reach $5,517.4 million by 2031, at a significant CAGR of 19.5%. North. The key players operating in the market include Accenture LLP, Alphabet Inc. (Google Corporation), Amazon.com Inc. (AWS), AT&T Inc., Cisco Systems, IBM Corporation, Microsoft Corporation, Orcale Corporation and SAP SE.

Key Benefits For Stakeholders

This report provides a quantitative analysis of the market segments, current trends, estimations, and dynamics of the contact center as a service (ccaas) market analysis from 2021 to 2031 to identify the prevailing contact center as a service (ccaas) market opportunities.
The market research is offered along with information related to key drivers, restraints, and opportunities.
Porter's five forces analysis highlights the potency of buyers and suppliers to enable stakeholders make profit-oriented business decisions and strengthen their supplier-buyer network.
In-depth analysis of the contact center as a service (ccaas) market segmentation assists to determine the prevailing market opportunities.
Major countries in each region are mapped according to their revenue contribution to the global market.
Market player positioning facilitates benchmarking and provides a clear understanding of the present position of the market players.
The report includes the analysis of the regional as well as global contact center as a service (ccaas) market trends, key players, market segments, application areas, and market growth strategies.

Key Market Segments

By Offerings

Solutions
- Solutions Type
- Automatic Call Distribution
- Call Recording
- Computer Telephony Integration
- Customer Collaboration
- Interactive Voice Response
- Reporting and Analytics
- Others
Services
- Services Type
- Integration and Deployment
- Support and Maintenance
- Training and Consulting

By Organization Size

Large Enterprise
SME's

By End Use Verticals

BFSI
IT and Telecommunications
Government
Media and Entertainment
Healthcare
Others

By Region

North America
- U.S.
- Canada
Europe
- Germany
- Italy
- France
- Spain
- UK
- Russia
- Rest of Europe
Asia-Pacific
- China
- India
- Japan
- South Korea
- Rest of Asia-Pacific
LAMEA
- Latin America
- Middle East
- Africa
Key Market Players
- AT&T Inc.
- Cisco Systems
- Microsoft Corporation
- Accenture LLP
- Amazon.com Inc. (AWS)
- IBM Corporation
- Alphabet Inc. (Google Corporation)
- Unify Inc.
- Five9, Inc.
- Avaya, Inc.

Product Code: A17509

CHAPTER 1:INTRODUCTION

1.1.Report description
1.2.Key market segments
1.3.Key benefits to the stakeholders
1.4.Research Methodology
- 1.4.1.Secondary research
- 1.4.2.Primary research
- 1.4.3.Analyst tools and models

CHAPTER 2:EXECUTIVE SUMMARY

2.1.Key findings of the study
2.2.CXO Perspective

CHAPTER 3:MARKET OVERVIEW

3.1.Market definition and scope
3.2.Key findings
- 3.2.1.Top investment pockets
3.3.Porter's five forces analysis
3.4.Top player positioning
3.5.Market dynamics
- 3.5.1.Drivers
- 3.5.2.Restraints
- 3.5.3.Opportunities
3.6.COVID-19 Impact Analysis on the market

CHAPTER 4: CONTACT CENTER AS A SERVICE (CCAAS) MARKET, BY OFFERINGS

4.1 Overview
- 4.1.1 Market size and forecast
4.2 Solutions
- 4.2.1 Key market trends, growth factors and opportunities
- 4.2.2 Market size and forecast, by region
- 4.2.3 Market analysis by country
- 4.2.4 Solutions Contact Center as a Service (CCaaS) Market by Solutions Type
  - 4.2.4.1 Automatic Call Distribution Market size and forecast, by region
  - 4.2.4.2 Call Recording Market size and forecast, by region
  - 4.2.4.3 Computer Telephony Integration Market size and forecast, by region
  - 4.2.4.4 Customer Collaboration Market size and forecast, by region
  - 4.2.4.5 Interactive Voice Response Market size and forecast, by region
  - 4.2.4.6 Reporting and Analytics Market size and forecast, by region
  - 4.2.4.7 Others Market size and forecast, by region
4.3 Services
- 4.3.1 Key market trends, growth factors and opportunities
- 4.3.2 Market size and forecast, by region
- 4.3.3 Market analysis by country
- 4.3.4 Services Contact Center as a Service (CCaaS) Market by Services Type
  - 4.3.4.1 Integration and Deployment Market size and forecast, by region
  - 4.3.4.2 Support and Maintenance Market size and forecast, by region
  - 4.3.4.3 Training and Consulting Market size and forecast, by region

CHAPTER 5: CONTACT CENTER AS A SERVICE (CCAAS) MARKET, BY ORGANIZATION SIZE

5.1 Overview
- 5.1.1 Market size and forecast
5.2 Large Enterprise
- 5.2.1 Key market trends, growth factors and opportunities
- 5.2.2 Market size and forecast, by region
- 5.2.3 Market analysis by country
5.3 SME's
- 5.3.1 Key market trends, growth factors and opportunities
- 5.3.2 Market size and forecast, by region
- 5.3.3 Market analysis by country

CHAPTER 6: CONTACT CENTER AS A SERVICE (CCAAS) MARKET, BY END USE VERTICALS

6.1 Overview
- 6.1.1 Market size and forecast
6.2 BFSI
- 6.2.1 Key market trends, growth factors and opportunities
- 6.2.2 Market size and forecast, by region
- 6.2.3 Market analysis by country
6.3 IT and Telecommunications
- 6.3.1 Key market trends, growth factors and opportunities
- 6.3.2 Market size and forecast, by region
- 6.3.3 Market analysis by country
6.4 Government
- 6.4.1 Key market trends, growth factors and opportunities
- 6.4.2 Market size and forecast, by region
- 6.4.3 Market analysis by country
6.5 Media and Entertainment
- 6.5.1 Key market trends, growth factors and opportunities
- 6.5.2 Market size and forecast, by region
- 6.5.3 Market analysis by country
6.6 Healthcare
- 6.6.1 Key market trends, growth factors and opportunities
- 6.6.2 Market size and forecast, by region
- 6.6.3 Market analysis by country
6.7 Others
- 6.7.1 Key market trends, growth factors and opportunities
- 6.7.2 Market size and forecast, by region
- 6.7.3 Market analysis by country

CHAPTER 7: CONTACT CENTER AS A SERVICE (CCAAS) MARKET, BY REGION

7.1 Overview
- 7.1.1 Market size and forecast
7.2 North America
- 7.2.1 Key trends and opportunities
- 7.2.2 North America Market size and forecast, by Offerings
  - 7.2.2.1 North America Solutions Contact Center as a Service (CCaaS) Market by Solutions Type
  - 7.2.2.2 North America Services Contact Center as a Service (CCaaS) Market by Services Type
- 7.2.3 North America Market size and forecast, by Organization Size
- 7.2.4 North America Market size and forecast, by End Use Verticals
- 7.2.5 North America Market size and forecast, by country
  - 7.2.5.1 U.S.
  - 7.2.5.1.1 Market size and forecast, by Offerings
  - 7.2.5.1.2 Market size and forecast, by Organization Size
  - 7.2.5.1.3 Market size and forecast, by End Use Verticals
  - 7.2.5.2 Canada
  - 7.2.5.2.1 Market size and forecast, by Offerings
  - 7.2.5.2.2 Market size and forecast, by Organization Size
  - 7.2.5.2.3 Market size and forecast, by End Use Verticals
7.3 Europe
- 7.3.1 Key trends and opportunities
- 7.3.2 Europe Market size and forecast, by Offerings
  - 7.3.2.1 Europe Solutions Contact Center as a Service (CCaaS) Market by Solutions Type
  - 7.3.2.2 Europe Services Contact Center as a Service (CCaaS) Market by Services Type
- 7.3.3 Europe Market size and forecast, by Organization Size
- 7.3.4 Europe Market size and forecast, by End Use Verticals
- 7.3.5 Europe Market size and forecast, by country
  - 7.3.5.1 Germany
  - 7.3.5.1.1 Market size and forecast, by Offerings
  - 7.3.5.1.2 Market size and forecast, by Organization Size
  - 7.3.5.1.3 Market size and forecast, by End Use Verticals
  - 7.3.5.2 Italy
  - 7.3.5.2.1 Market size and forecast, by Offerings
  - 7.3.5.2.2 Market size and forecast, by Organization Size
  - 7.3.5.2.3 Market size and forecast, by End Use Verticals
  - 7.3.5.3 France
  - 7.3.5.3.1 Market size and forecast, by Offerings
  - 7.3.5.3.2 Market size and forecast, by Organization Size
  - 7.3.5.3.3 Market size and forecast, by End Use Verticals
  - 7.3.5.4 Spain
  - 7.3.5.4.1 Market size and forecast, by Offerings
  - 7.3.5.4.2 Market size and forecast, by Organization Size
  - 7.3.5.4.3 Market size and forecast, by End Use Verticals
  - 7.3.5.5 UK
  - 7.3.5.5.1 Market size and forecast, by Offerings
  - 7.3.5.5.2 Market size and forecast, by Organization Size
  - 7.3.5.5.3 Market size and forecast, by End Use Verticals
  - 7.3.5.6 Russia
  - 7.3.5.6.1 Market size and forecast, by Offerings
  - 7.3.5.6.2 Market size and forecast, by Organization Size
  - 7.3.5.6.3 Market size and forecast, by End Use Verticals
  - 7.3.5.7 Rest of Europe
  - 7.3.5.7.1 Market size and forecast, by Offerings
  - 7.3.5.7.2 Market size and forecast, by Organization Size
  - 7.3.5.7.3 Market size and forecast, by End Use Verticals
7.4 Asia-Pacific
- 7.4.1 Key trends and opportunities
- 7.4.2 Asia-Pacific Market size and forecast, by Offerings
  - 7.4.2.1 Asia-Pacific Solutions Contact Center as a Service (CCaaS) Market by Solutions Type
  - 7.4.2.2 Asia-Pacific Services Contact Center as a Service (CCaaS) Market by Services Type
- 7.4.3 Asia-Pacific Market size and forecast, by Organization Size
- 7.4.4 Asia-Pacific Market size and forecast, by End Use Verticals
- 7.4.5 Asia-Pacific Market size and forecast, by country
  - 7.4.5.1 China
  - 7.4.5.1.1 Market size and forecast, by Offerings
  - 7.4.5.1.2 Market size and forecast, by Organization Size
  - 7.4.5.1.3 Market size and forecast, by End Use Verticals
  - 7.4.5.2 India
  - 7.4.5.2.1 Market size and forecast, by Offerings
  - 7.4.5.2.2 Market size and forecast, by Organization Size
  - 7.4.5.2.3 Market size and forecast, by End Use Verticals
  - 7.4.5.3 Japan
  - 7.4.5.3.1 Market size and forecast, by Offerings
  - 7.4.5.3.2 Market size and forecast, by Organization Size
  - 7.4.5.3.3 Market size and forecast, by End Use Verticals
  - 7.4.5.4 South Korea
  - 7.4.5.4.1 Market size and forecast, by Offerings
  - 7.4.5.4.2 Market size and forecast, by Organization Size
  - 7.4.5.4.3 Market size and forecast, by End Use Verticals
  - 7.4.5.5 Rest of Asia-Pacific
  - 7.4.5.5.1 Market size and forecast, by Offerings
  - 7.4.5.5.2 Market size and forecast, by Organization Size
  - 7.4.5.5.3 Market size and forecast, by End Use Verticals
7.5 LAMEA
- 7.5.1 Key trends and opportunities
- 7.5.2 LAMEA Market size and forecast, by Offerings
  - 7.5.2.1 LAMEA Solutions Contact Center as a Service (CCaaS) Market by Solutions Type
  - 7.5.2.2 LAMEA Services Contact Center as a Service (CCaaS) Market by Services Type
- 7.5.3 LAMEA Market size and forecast, by Organization Size
- 7.5.4 LAMEA Market size and forecast, by End Use Verticals
- 7.5.5 LAMEA Market size and forecast, by country
  - 7.5.5.1 Latin America
  - 7.5.5.1.1 Market size and forecast, by Offerings
  - 7.5.5.1.2 Market size and forecast, by Organization Size
  - 7.5.5.1.3 Market size and forecast, by End Use Verticals
  - 7.5.5.2 Middle East
  - 7.5.5.2.1 Market size and forecast, by Offerings
  - 7.5.5.2.2 Market size and forecast, by Organization Size
  - 7.5.5.2.3 Market size and forecast, by End Use Verticals
  - 7.5.5.3 Africa
  - 7.5.5.3.1 Market size and forecast, by Offerings
  - 7.5.5.3.2 Market size and forecast, by Organization Size
  - 7.5.5.3.3 Market size and forecast, by End Use Verticals

CHAPTER 8: COMPANY LANDSCAPE

8.1. Introduction
8.2. Top winning strategies
8.3. Product Mapping of Top 10 Player
8.4. Competitive Dashboard
8.5. Competitive Heatmap
8.6. Key developments

CHAPTER 9: COMPANY PROFILES

9.1 AT&T Inc.
- 9.1.1 Company overview
- 9.1.2 Company snapshot
- 9.1.3 Operating business segments
- 9.1.4 Product portfolio
- 9.1.5 Business performance
- 9.1.6 Key strategic moves and developments
9.2 Cisco Systems
- 9.2.1 Company overview
- 9.2.2 Company snapshot
- 9.2.3 Operating business segments
- 9.2.4 Product portfolio
- 9.2.5 Business performance
- 9.2.6 Key strategic moves and developments
9.3 Microsoft Corporation
- 9.3.1 Company overview
- 9.3.2 Company snapshot
- 9.3.3 Operating business segments
- 9.3.4 Product portfolio
- 9.3.5 Business performance
- 9.3.6 Key strategic moves and developments
9.4 Accenture LLP
- 9.4.1 Company overview
- 9.4.2 Company snapshot
- 9.4.3 Operating business segments
- 9.4.4 Product portfolio
- 9.4.5 Business performance
- 9.4.6 Key strategic moves and developments
9.5 Amazon.com Inc. (AWS)
- 9.5.1 Company overview
- 9.5.2 Company snapshot
- 9.5.3 Operating business segments
- 9.5.4 Product portfolio
- 9.5.5 Business performance
- 9.5.6 Key strategic moves and developments
9.6 IBM Corporation
- 9.6.1 Company overview
- 9.6.2 Company snapshot
- 9.6.3 Operating business segments
- 9.6.4 Product portfolio
- 9.6.5 Business performance
- 9.6.6 Key strategic moves and developments
9.7 Alphabet Inc. (Google Corporation)
- 9.7.1 Company overview
- 9.7.2 Company snapshot
- 9.7.3 Operating business segments
- 9.7.4 Product portfolio
- 9.7.5 Business performance
- 9.7.6 Key strategic moves and developments
9.8 Unify Inc.
- 9.8.1 Company overview
- 9.8.2 Company snapshot
- 9.8.3 Operating business segments
- 9.8.4 Product portfolio
- 9.8.5 Business performance
- 9.8.6 Key strategic moves and developments
9.9 Five9, Inc.
- 9.9.1 Company overview
- 9.9.2 Company snapshot
- 9.9.3 Operating business segments
- 9.9.4 Product portfolio
- 9.9.5 Business performance
- 9.9.6 Key strategic moves and developments
9.10 Avaya, Inc.
- 9.10.1 Company overview
- 9.10.2 Company snapshot
- 9.10.3 Operating business segments
- 9.10.4 Product portfolio
- 9.10.5 Business performance
- 9.10.6 Key strategic moves and developments