Market Research Report
Global Contact Center as a Service Market Size study, by function, by Enterprise Size, by End Use and Regional Forecasts 2021-2027
|Global Contact Center as a Service Market Size study, by function, by Enterprise Size, by End Use and Regional Forecasts 2021-2027|
Published: July 11, 2021
Bizwit Research & Consulting LLP
Delivery time: 2-3 business days
Global Contact center as a service market is valued at approximately USD XX billion in 2020 and is anticipated to grow with a healthy growth rate of more than XX % over the forecast period 2021-2027. The contact center as a service provides solutions and tools to support the agents in dealing customers. The system provides real time assistance to boost customer handling skills. It is vastly adopted by small and medium enterprises, owning its advanced customer service capabilities. Increasing need to improve customer experience is expected to fuel the contact center as service market (STAT). Benefit of flexibility, scalability, and lower cost are also propelling the market growth.. For instance, FedEx upgraded its IVR system that provides humanized communication over IVR system, which enables customer to convey the message by speaking and the system provide assistance without agent support. Through this, the company reduced 11,000 per day live calls of live agents with just 6% automation. Moreover several key players are taking strategic initiatives to expand their presence in the market for instance,
However, rising concern of data security may impede market growth over the forecast period of 2021-2027.
The regional analysis of the global Contact centre as a service market is considered for the key regions such as Asia Pacific, North America, Europe, Latin America, and Rest of the World (ROW).
North America is expected to gain the maximum contact center as a service market share. The region holds a great number of enterprises shifting to cloud-based services, the significant presence of cloud computing enterprises is driving the development of various technologies.
Europe ranks second in the market, as the enterprises focusing on gaining a vast costumer base are boosting the market growth in this region.
Major market player included in this report are:
Cisco Systems , Inc.
Five9. 8 x 8 Inc.
Evolve IP LLC.
The objective of the study is to define market sizes of different segments & countries in recent years and to forecast the values to the coming eight years. The report is designed to incorporate both qualitative and quantitative aspects of the industry within each of the regions and countries involved in the study. Furthermore, the report also caters the detailed information about the crucial aspects such as driving factors & challenges which will define the future growth of the market. Additionally, the report shall also incorporate available opportunities in micro markets for stakeholders to invest along with the detailed analysis of competitive landscape and product offerings of key players. The detailed segments and sub-segment of the market are explained below:
Interactive Voice Response (IVR)
Multichannel, Automatic Call Distribution
Computer telepathy integration
Reporting and Analytics
By Enterprise Size:
By End Use:
IT and Telecommunication
Consumer Goods and Retail
Travel and Hospitality
Media and Entertainment
Rest of the World
Furthermore, years considered for the study are as follows:
Historical year - 2018,2019
Base year - 2020
Forecast period - 2021 to 2027.
Target Audience of the Global Contact centre as a service marketin Market Study:
Key Consulting Companies & Advisors
Large, medium-sized, and small enterprises
Value-Added Resellers (VARs)
Third-party knowledge providers