Market Research Report
Contact-Center-as-a-Service Market Research Report by Type, by Solution, by Enterprise Size, by End Use, by Region - Global Forecast to 2026 - Cumulative Impact of COVID-19
|Contact-Center-as-a-Service Market Research Report by Type, by Solution, by Enterprise Size, by End Use, by Region - Global Forecast to 2026 - Cumulative Impact of COVID-19|
Published: October 5, 2021
Content info: 194 Pages
Delivery time: 1-2 business days
The Global Contact-Center-as-a-Service Market size was estimated at USD 3,485.60 million in 2020 and expected to reach USD 4,054.45 million in 2021, at a CAGR 16.65% to reach USD 8,785.66 million by 2026.
The report provides market sizing and forecast across five major currencies - USD, EUR GBP, JPY, and AUD. It helps organization leaders make better decisions when currency exchange data is readily available. In this report, the years 2018 and 2019 are considered historical years, 2020 as the base year, 2021 as the estimated year, and years from 2022 to 2026 are considered the forecast period.
This research report categorizes the Contact-Center-as-a-Service to forecast the revenues and analyze the trends in each of the following sub-markets:
Based on Type, the market was studied across Integration & Deployment, Managed Services, Support & Maintenance, and Training & Consulting.
Based on Solution, the market was studied across Automatic Call Distribution, Call Recording, Computer Telephony Integration, Customer Collaboration, Dialer, Interactive Voice Response, Reporting & Analytics, and Workforce Optimization.
Based on Enterprise Size, the market was studied across Large Enterprises and Small & Medium Enterprises.
Based on End Use, the market was studied across BFSI, Consumer Goods & Retail, Government, Healthcare, IT & Telecom, and Travel & Hospitality.
Based on Region, the market was studied across Americas, Asia-Pacific, and Europe, Middle East & Africa. The Americas is further studied across Argentina, Brazil, Canada, Mexico, and United States. The United States is further studied across California, Florida, Illinois, New York, Ohio, Pennsylvania, and Texas. The Asia-Pacific is further studied across Australia, China, India, Indonesia, Japan, Malaysia, Philippines, Singapore, South Korea, Taiwan, and Thailand. The Europe, Middle East & Africa is further studied across France, Germany, Italy, Netherlands, Qatar, Russia, Saudi Arabia, South Africa, Spain, United Arab Emirates, and United Kingdom.
COVID-19 is an incomparable global public health emergency that has affected almost every industry, and the long-term effects are projected to impact the industry growth during the forecast period. Our ongoing research amplifies our research framework to ensure the inclusion of underlying COVID-19 issues and potential paths forward. The report delivers insights on COVID-19 considering the changes in consumer behavior and demand, purchasing patterns, re-routing of the supply chain, dynamics of current market forces, and the significant interventions of governments. The updated study provides insights, analysis, estimations, and forecasts, considering the COVID-19 impact on the market.
The Competitive Strategic Window analyses the competitive landscape in terms of markets, applications, and geographies to help the vendor define an alignment or fit between their capabilities and opportunities for future growth prospects. It describes the optimal or favorable fit for the vendors to adopt successive merger and acquisition strategies, geography expansion, research & development, and new product introduction strategies to execute further business expansion and growth during a forecast period.
The FPNV Positioning Matrix evaluates and categorizes the vendors in the Contact-Center-as-a-Service Market based on Business Strategy (Business Growth, Industry Coverage, Financial Viability, and Channel Support) and Product Satisfaction (Value for Money, Ease of Use, Product Features, and Customer Support) that aids businesses in better decision making and understanding the competitive landscape.
The Market Share Analysis offers the analysis of vendors considering their contribution to the overall market. It provides the idea of its revenue generation into the overall market compared to other vendors in the space. It provides insights into how vendors are performing in terms of revenue generation and customer base compared to others. Knowing market share offers an idea of the size and competitiveness of the vendors for the base year. It reveals the market characteristics in terms of accumulation, fragmentation, dominance, and amalgamation traits.
The Competitive Scenario provides an outlook analysis of the various business growth strategies adopted by the vendors. The news covered in this section deliver valuable thoughts at the different stage while keeping up-to-date with the business and engage stakeholders in the economic debate. The competitive scenario represents press releases or news of the companies categorized into Merger & Acquisition, Agreement, Collaboration, & Partnership, New Product Launch & Enhancement, Investment & Funding, and Award, Recognition, & Expansion. All the news collected help vendor to understand the gaps in the marketplace and competitor's strength and weakness thereby, providing insights to enhance product and service.
The report profoundly explores the recent significant developments by the leading vendors and innovation profiles in the Global Contact-Center-as-a-Service Market, including 3CLogic, 8x8, Inc., Alcatel Lucent Enterprise, Ameyo, Aspect Software, Inc., Avaya, Inc., Capgemini, CenturyLink, Inc., Cisco Systems, Inc., Content Guru, Enghouse Interactive, Inc., Evolve IP, LLC., Five9, Inc., Genesys, Liveops, Inc., Microsoft Corporation, Mitel Networks Corporation, NICE inContact, Oracle Corporation, Ringcentral, SAP SE, Serenova, Talkdesk, Inc,, Twilio, Unify, Inc., Vocalcom, and Vonage.
The report provides insights on the following pointers:
The report answers questions such as: