Global CCaaS Market: 2023-2028

Description

REPORT OVERVIEW

Our CCaaS research suite provides an in-depth analysis of this evolving market; providing stakeholders, including CCaaS platforms and CSPs (Communications Service Providers), with strategic recommendations to understand and capitalise on future growth, key trends and competitive environment.

The suite includes several different options that can be purchased separately, including access to data mapping the adoption and future growth of CCaaS. This insightful study uncovers the latest trends and opportunities within the market, and a document containing extensive analysis of the 20 market leaders in the CCaaS space. The coverage can also be purchased as a Full Research Suite, containing all these elements, and includes a substantial discount.

Collectively, the research suite provides a critical tool for understanding this rapidly emerging market; allowing CSPs to shape their future strategy. Its unparalleled coverage makes this research suite an incredibly useful resource for charting the future of such an uncertain and fast-growing market.

Key Market Statistics

Total CCaaS Subscription Revenue in 2023:	$7.5bn
Total CCaaS Subscription Revenue in 2028:	$18.1bn
2023 to 2028 Market Growth:	141%

KEY FEATURES

Key Takeaways & Strategic Recommendations: In-depth analysis of key development opportunities and findings within the CCaaS market, accompanied by key strategic recommendations for stakeholders on which regions and technologies to target and how.

Country-readiness Index: Comprehensive coverage featuring country-level market analysis on the future of the market in a select 60 countries split by 8 key regions; thoroughly analysing each country's potential success in the CCaaS market, with recommendations for future growth, paired with supplementary 5-year forecast data.

Benchmark Industry Forecasts: 5-year forecasts are provided for total CCaaS users, minutes (where applicable), and revenue. These forecasts are split into 6 traffic channels including subscriptions, voice, mobile messaging, chatbots, video, and email.

Juniper Research Competitor Leaderboard: Key player capability and capacity assessment for 20 CCaaS vendors, via the Juniper Research Competitor Leaderboard, featuring CCaaS market sizing for major players in the communications industry.

DATA & INTERACTIVE FORECAST

The market-leading research suite for the CCaaS market includes access to the full set of forecast data of 85 tables and over 38,700 datapoints. Key metrics in the research suite include:

Total Number of Businesses That Subscribe to CCaaS

Total CCaaS Subscription Revenue

Average CCaaS Revenue per Mobile Subscriber

Additional CCaaS inbound traffic and user metrics are provided for the following key market verticals:

Voice

Mobile Messaging
- SMS
- RCS
- OTT

Chatbots
- Web-based chatbots
- App-based chatbots

Video

Juniper Research's Interactive Forecast Excel contains the following functionality:
- Statistics Analysis: Users benefit from the ability to search for specific metrics, displayed for all regions and countries across the data period. Graphs are easily modified and can be exported to the clipboard.
- Country Data Tool: This tool lets users look at metrics for all regions and countries in the forecast period. Users can refine the metrics displayed via a search bar.
- Country Comparison Tool: Users can select countries and compare each of them for specific countries. The ability to export graphs is included in this tool.
- What-if Analysis: Here, users can compare forecast metrics against their own assumptions, featuring 5 interactive scenarios.

FORECAST SUMMARY

CCaaS subscription services will generate over $18 billion in revenue by 2028, from $7.5 billion this year.

The growing support for inbound communication channels, such as RCS and OTT messaging apps, will drive the adoption of CCaaS subscription services, and thus subscription revenue.

CCaaS is a cloud-based contact centre provided by CSPs and leveraged by customer-facing enterprises. It centralises inbound omnichannel communications onto a single contact centre interface.

To capitalise on this market growth of over 110% over the next five years, CCaaS players must differentiate themselves by implementing additional services over their platforms.

The introduction of CDPs and WEMs as key technologies enabling CCaaS platforms to reduce data siloes between different communication platforms; improving business performance and attract high spending CCaaS enterprise users.

As CCaaS platforms are anticipated to handle 470 trillion interactions across technologies including SMS, RCS, chatbots, email and OTT messaging apps in 2024, CCaaS vendors must ensure frictionless communication, which can only be achieved by introducing solutions to reduce the friction data sharing between services.

CCaaS vendors must take a strategic approach to development, distinguishing between which value-added services are built in-house and which can be delivered through APIs and/or third-party partners. This will ensure that CCaaS capabilities remain competitive and can grow along with other established SaaS markets, such as CPaaS (Communication Platforms-as-a-Service).

Market Trends & Strategies

1. Key Takeaways & Strategic Recommendations

1.1 Key Research Takeaways
1.2. Strategic Recommendations

2. Market Landscape

2.1. Introduction and Definitions
- Figure 2.1: CCaaS Solution Structure
2.2. Current Market Outlook
- Table 2.3: Key Solutions Driving the CCaaS Market over the Next Three Years
2.3. Future Market Outlook
- Figure 2.4: Total CCaaS Revenue ($m), Split by 8 Key Regions, 2023-2028
- 2.3.1. Market Drivers
  - i. Growth of the SaaS Market
    - Figure 2.5: Relationship between UCaaS, CPaaS and CCaaS
  - ii. CRM & CDP Integrations
    - Figure 2.7: CDP Value Chain
  - iii. Workforce Engagement Management
2.4. Technology Analysis
- Figure 2.8: Global CCaaS Traffic in 2024, Split by 7 Key Channels
- i. Messaging Channels
  - Figure 2.9: Total Number of Mobile Subscribers (m), Split by 8 Key Regions, & Proportion of the Population That Are Internet Users (%), 2023-2028
  - Figure 2.10: Messaging Monetisation Process for CCaaS Platforms
  - Figure 2.11: Total P2A SMS Traffic Handled by CCaaS Platforms (m), Split by 8 Key Regions, 2023-2028
  - ii. Social Media
  - iii. Chatbots
    - Figure 2.12: The History of Chatbots
    - Figure 2.13: Total Chatbots Messages Handled by CCaaS Platforms (bn), Split by 8 Key Regions, 2023-2028
  - iv. Voicebots
  - v. Conversational IVR
    - Figure 2.14: Comparing IVR and Voicebot Technology
  - vi. Video
    - Figure 2.15: Total Number of Video Calls to Contact Centres (m), Split by 8 Key Regions, 2023-2028
  - vii. AI Language Models
    - Figure 2.16: The Correlation Between Company Size and Willingness to Invest AI
  - viii. Programmable Voice
    - Figure 2.17: Proportion of Mobile Calls Made to Contact Centres that use CCaaS Services (%), Split by 8 Key Regions, 2023-2028

3. Country Readiness Index

3.1. CCaaS Country Readiness Index
- Figure 3.1: CCaaS Country Readiness Index Regional Definitions
- Table 3.2: Juniper Research CCaaS Country Readiness Index: Scoring Criteria
- Figure 3.3: Juniper Research Country Readiness Index: CCaaS
- Table 3.4: CCaaS Country Readiness Index: Market Segment
- 3.1.1. Focus Markets
  - i. North America
  - ii. West Europe
  - iii. India
    - Figure 3.5: Total CCaaS Platform Revenue in the Indian Subcontinent ($m), Split by 4 Key Regions, 2023-2028
  - iv. Far East & China
  - v. Rest of Asia Pacific
  - vi. Brazil
  - vii. Central & East Europe
- 3.1.2. Growth Markets
  - i. West Europe
    - Figure 3.7: Average CCaaS Revenue per Mobile Subscribers ($), Split by 10 Key Countries in West Europe, 2023-2028
- 3.1.3. Saturated Markets
  - i. Rest of Asia Pacific
  - ii. Latin America
    - Figure 3.8: Total CCaaS Subscription Revenue in Latin America ($m), Split by 4 Key Countries, 2023-2028
- 3.1.4. Developing Markets
  - i. Africa & Middle East
    - Table 3.9: Juniper Research's Country Readiness Index Heatmap: North America
    - Table 3.10: Juniper Research's Country Readiness Index Heatmap: Latin America
    - Table 3.11: Juniper Research's Country Readiness Index Heatmap: West Europe
    - Table 3.12: Juniper Research's Country Readiness Index Heatmap: West Europe
    - Table 3.13: Juniper Research's Country Readiness Index Heatmap: Far East & China
    - Table 3.14: Juniper Research's Country Readiness Index Heatmap: Indian Subcontinent
    - Table 3.15: Juniper Research's Country Readiness Index Heatmap: Rest of Asia Pacific
    - Table 3.16: Juniper Research's Country Readiness Index Heatmap: Africa & Middle East

4. Market Segment Evaluation

4.1. Market Segment Evaluation
- 4.1.1. Banking & Finance
  - Figure 4.1: Proportion of the Global Population That Are Banked (%), Split by 8 Key Regions
- 4.1.2. Retail & eCommerce
  - Figure 4.2: Total Users of Conversational Commerce Channels (m), 2023 and 2028
- 4.1.3. Hospitality & Travel
  - Figure 4.3: Number of Digital (Mobile, Online, Wearable) Ticketing Unique Users (m), 2018-2027
- 4.1.4. IoT & Manufacturing
  - Figure 4.4: Global Active 5G Mobile Connections (m), Split by 8 Key Regions, 2023-2028
- 4.1.5. Media & Entertainment

Competitor Leaderboard

1. Juniper Research Competitor Leaderboard

1.1. Why Read This Report
- Table 1.1: Juniper Research Competitor Leaderboard: CCaaS Vendors & Product Portfolio
- Figure 1.2: Juniper Research Competitor Leaderboard: CCaaS Vendors
- Table 1.3: Juniper Research Competitor Leaderboard: Vendors & Positioning
- Table 1.4: Juniper Research Competitor Leaderboard Heatmap: CCaaS Vendors (Part One)
- Table 1.5: Juniper Research Competitor Leaderboard Heatmap: CCaaS Vendors (Part Two)

2. Company Profiles

2.1. 8x8
- i. Corporate Information
  - Table 2.1: 8x8's Select Financial Information ($m), 2019-2022
  - ii. Geographical Spread
  - iii. Key Clients & Strategic Partnerships
  - iv. High-level View of Offerings
    - Figure 2.2: 8x8's XCaaS Platform
    - Figure 2.3: 8x8's Automatic Call Distribution Solution
  - v. Juniper Research's View: Key Strengths & Strategic Recommendations
2.2. Avaya
- i. Corporate Information
  - Table 2.4: Avaya's Select Financial Information ($m), 2019-2021
- ii. Geographical Spread
- iii. Key Clients & Strategic Partnerships
- iv. High-level View of Offerings
- v. Juniper Research's View: Key Strengths & Strategic Recommendations
2.3. AWS (Amazon Web Services)
- i. Corporate Information
  - Table 2.5: Select Financial Information for Amazon ($m), 2021-2022
- ii. Geographical Spread
- iii. Key Clients & Strategic Partnerships
- iv. High-level View of Offerings
  - Figure 2.6: Amazon Connect Overview
- v. Juniper Research's View: Key Strengths & Strategic Recommendations
2.4. Cisco
- i. Corporate Information
  - Table 2.7: Cisco Systems' Select Financial Information ($bn), 2020-2022
- ii. Geographical Spread
- iii. Key Clients & Strategic Partnerships
- iv. High-level View of Offerings
- v. Juniper Research's View: Key Strengths & Strategic Recommendations
2.5. CM.com
- i. Corporate Information
  - Table 2.9: CM.com's Select Financial Information ($m), 2019-2022
- ii. Geographical Spread
- iii. Key Clients & Strategic Partnerships
- iv. High-level View of Offerings
- v. Juniper Research's View: Key Strengths & Strategic Recommendations
2.6. Content Guru
- i. Corporate Information
- ii. Geographical Spread
- iii. Key Clients & Strategic Partnerships
- iv. High-level View of Offerings
- v. Juniper Research's View: Key Strengths & Strategic Recommendations
2.7. Dialpad
- i. Corporate Information
- ii. Geographical Spread
- iii. Key Clients & Strategic Partnerships
- iv. High-level View of Offerings
  - Figure 2.10: Dialpad's Contact Centre Suscription Options
- v. Juniper Research's View: Key Strengths & Strategic Recommendations
2.8. Enghouse Interactive
- i. Corporate Information
  - Table 2.11: Enghouse Systems' Most Recent Acquisitions, 2020-2023
- ii. Geographical Spread
- iii. Key Clients & Strategic Partnerships
- iv. High-level View of Offerings
  - Figure 2.12: Enghouse Interactive's CCaaS Product Suite
- v. Juniper Research's View: Key Strengths & Strategic Recommendations
2.9. Five9
- i. Corporate Information
  - Table 2.13: Five9's Select Financial Information ($m), 2017-2020
- ii. Geographical Spread
- iii. Key Clients & Strategic Partnerships
- iv. High-level View of Offerings
- v. Juniper Research's View: Key Strengths & Strategic Recommendations
2.10. Genesys
- i. Corporate Information
- ii. Geographical Spread
- iii. Key Clients & Strategic Partnerships
- iv. High-level View of Offerings
- v. Juniper Research's View: Key Strengths & Strategic Recommendations
2.11. Infobip
- i. Corporate Information
  - Table 2.14: Infobip Acquisitions - April 2021 to Present
  - Table 2.15: Infobip's Select Financial Information, 2019-2021
- ii. Geographical Spread
- iii. Key Clients & Strategic Partnerships
- iv. High-level View of Offerings
  - Figure 2.16: Infobip's 'Conversations' Platform
- v. Juniper Research's View: Key Strengths & Strategic Recommendations
2.12. Kaleyra
- i. Corporate Information
  - Table 2.17: Kaleyra's Annual Financial Information ($m) 2021-2022
- ii. Geographical Spread
- iii. Key Clients & Strategic Partnerships
- iv. High-level View of Offerings
  - Figure 2.18: Kaleyra's Omnichannel Platform
- v. Juniper Research's View: Key Strengths & Strategic Recommendations
2.13. Microsoft
- i. Corporate Information
  - Table 2.19: Microsoft's Select Financial Information ($bn), 2020-2022
- ii. Geographical Spread
- iii. Key Clients & Strategic Partnerships
- iv. High-level View of Offerings
  - Figure 2.20: Microsoft's Intelligent Routing Solution
- v. Juniper Research's View: Key Strengths & Strategic Recommendations
2.14. NICE
- i. Corporate Information
  - Table 2.21: NICE's Select Financial Information ($m) 2020-2022
- ii. Geographical Spread
- iii. Key Clients & Strategic Partnerships
- iv. High-level View of Offerings
  - Figure 2.22: NICE's CCaaS Solution
- v. Juniper Research's View: Key Strengths & Strategic Recommendations
2.15. Oracle
- i. Corporate Information
- ii. Geographical Spread
- iii. Key Clients & Strategic Partnerships
- iv. High-level View of Offerings
- v. Juniper Research's View: Key Strengths & Strategic Recommendations
2.16. RingCentral
- i. Corporate Information
  - Table 2.23: RingCentral's Select Financial Information ($) 2020-2022
- ii. Geographical Spread
- iii. Key Clients & Strategic Partnerships
- iv. High-level View of Offerings
- v. Juniper Research's View: Key Strengths & Strategic Recommendations
2.17. Sinch
- i. Corporate Information
  - Table 2.24: Sinch's Most Recent Acquisitions
  - Table 2.25: Sinch's Select Financial Information ($m), 2021-2022
- ii. Geographical Spread
- iii. Key Clients & Strategic Partnerships
- iv. High-level View of Offerings
- v. Juniper Research's View: Key Strengths & Strategic Recommendations
2.18. Talkdesk
- i. Corporate Information
- ii. Geographical Spread
  - Figure 2.26: Talkdesk Data Centre Locations
- iii. Key Clients & Strategic Partnerships
- iv. High-level View of Offerings
  - Figure 2.27: Talkdesk CX Cloud AI Capabilities
- v. Juniper Research's View: Key Strengths & Strategic Recommendations
2.19. Twilio
- i. Corporate Information
  - Table 2.28: Twilio's Acquisitions, 2020-Present
  - Table 2.29: Twilio's Select Financial Information ($m), 2019-2022
- ii. Geographical Spread
- iii. Key Clients & Strategic Partnerships
- iv. High-level View of Offerings
- v. Juniper Research's View: Key Strengths & Strategic Recommendations
2.20. Vonage
- i. Corporate Information
  - Table 2.30: Vonage Select Financial Information ($m), 2018-2021
  - Table 2.31: Vonage's Most Recent Acquisitions, 2018-2021
- ii. Geographical Spread
- iii. Key Clients & Strategic Partnerships
- iv. High-level View of Offerings
- v. Juniper Research's View: Key Strengths & Strategic Recommendations
2.21. Juniper Research Leaderboard Assessment Methodology
2.22. Limitations & Interpretations
- Table 2.32: Juniper Research Competitor Leaderboard Scoring Criteria

Data & Forecasting

1. Market Summary & Future Outlook

1.1. CCaaS Market Summary & Future Outlook
- 1.1.1. Total CCaaS Platform Revenue
  - Figure & Table 1.1: Total CCaaS Platform Revenue ($m), Split by 8 Key Regions, 2023-2028

2. Subscription Revenue

2.1. The Future Outlook for CCaaS Subscription Services
- 2.1.1. CCaaS Subscription Revenue Forecast Methodology
  - Figure 2.1: Total CCaaS Subscription Revenue in 2024, Split by 8 Key Regions: $8.1 Billion
  - Figure 2.2: CCaaS Subscription Revenue Forecast Methodology
- 2.1.2. Average CCaaS Business Spend
  - Figure & Table 2.3: Average CCaaS Spend per Business per annum ($), Split by Key Regions, 2023-2028
- 2.1.3. Total Number of Businesses Subscribing to CCaaS Services
  - Figure & Table 2.4: Total Number of Businesses that Subscribe to CCaaS Services (m), Split by 8 Key Regions, 2023-2028

3. Voice Market

3.1. The Future Outlook of CCaaS Voice Services
- i. Flash Calling
- ii. Voice Firewalls
- 3.1.2. CCaaS Voice Market Methodology
  - Figure 3.1: CCaaS Voice Revenue Forecast Methodology
- 3.1.3. Total Number of Voice Calls Made to CCaaS Contact Centres
  - Figure & Table 3.2: Total Number of Voice Calls Made to CCaaS Contact Centres (m), Split by 8 Key Regions, 2023-2028
  - Table 3.3: Proportion of Mobile Calls Made to Contact Centres That Use CCaaS Services (%), Split by 8 Key Regions, 2023-2028

4. Mobile Messaging Market

4.1. The Future Outlook of CCaaS Messaging Services
- Table 4.1: Total P2A Mobile Messaging Traffic Delivered to CCaaS Contact Centres (m), Split by 3 Messaging Channels, 2023-2028
- 4.1.1. CCaaS Mobile Messaging Forecast Methodology
  - Figure 4.2: CCaaS SMS Messaging Forecast Methodology
  - Figure 4.3: CCaaS RCS Messaging Forecast Methodology
  - Figure 4.4: CCaaS OTT Messaging Forecast Methodology
- 4.1.2. Total P2A SMS Traffic Handled by CCaaS Platforms
  - Figure & Table 4.5: Total P2A SMS Traffic Handled by CCaaS Platforms (m), Split by 8 Key Regions, 2023-2028
- 4.1.3. Total P2A RCS Traffic Handled by CCaaS Contact Centres
  - Figure & Table 4.6: Total Number of P2A RCS Messages Handled by CCaaS Platform (m), Split by 8 Key Regions, 2023-2028
- 4.1.4. Total P2A OTT Traffic Handled by CCaaS Contact Centres
  - Figure & Table 4.7: Total P2A OTT Traffic Delivered to CCaaS Contact Centres (Split by 8 Key Regions, 2023-2028

5. Chatbots Market

5.1. The Future Outlook of CCaaS Chatbots Services
- Table 5.1: Total Chatbots Messages Handled by CCaaS Platforms per annum (m), Split by Channel, 2023-2028
- 5.1.1. CCaaS Chabot Market Forecast Methodology
  - Figure 5.2: CCaaS App-based Chatbots Forecast Methodology
  - Figure 5.3: CCaaS Web-based Chatbots Forecast Methodology
- 5.1.2. Total Chatbots Messaged being Handled by CCaaS Contact Centres
  - Figure & Table 5.4: Total Chatbots Messages Handled by CCaaS Platforms per annum (m), Split by 8 Key Regions, 2023-2028
  - Table 5.5: Total Number of Chatbots Accessed per annum (m), Split by Chatbot Type, 2023-2028

6. Video Market

6.1. The Future of CCaaS Video Services
- Figure 6.1: Total Number of Devices That Use Video Calling in 2024 (m), Split by Device Type
- 6.1.1. CCaaS Video Forecast Methodology
  - Figure 6.2: CCaaS Video Forecast Methodology
- 6.1.2. Total Number of Video Calls to Contact Centres
  - Figure & Table 6.3: Total Number of Video Calls to Contact Centres (m), Split by Key Regions, 2023-2028
  - Table 6.4: Total Time Spent on Video Calls to Contact Centres (millions of hours), Split by 8 Key Regions, 2023-2028

7. Email Market

7.1. The Future of CCaaS Email Services
- Figure 7.1: Total Number of Internet Users (m), Split by 8 Key Regions, 2023-2028
- 7.1.1. CCaaS Forecast Methodology
  - Figure 7.2: CCaaS Email Forecast Methodology
- 7.1.2. Total Email Traffic Delivered to CCaaS Contact Centres
  - Figure & Table 7.3: Total Annual Email Traffic Delivered to CCaaS Contact Centres (m), Split by 8 Key Regions, 2023-2028