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Market Research Report

Global Contact Center as a Service Market Size, Status and Forecast 2019-2025

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Global Contact Center as a Service Market Size, Status and Forecast 2019-2025
Published: November 25, 2019 Content info: 131 Pages
Description

Contact center as a service (CCaaS) solutions offer similar functional capabilities to those of on-premises contact center infrastructure, but there are key differences. With CCaaS, connectivity to other cloud-based applications may be easier, consumption is paid for via monthly subscription, and there is a stronger focus on service capabilities. Functions and abilities that organizations consider when reviewing their contact center requirements include: * Automatic call distribution (ACD) and interactive voice response (IVR). * Universal routing and queuing of voice and internet channels * A chatbot capability to support self-service and assisted-service interactions and transactions. * Proactive contact, including outbound dialing and SMS, as well as push text and email notifications. * Access to customer data * Support for virtual operations, remote agents and subject matter expets * Customer relationship tracking, management applications and operational support applications.

In 2018, the global Contact Center as a Service market size was xx million US$ and it is expected to reach xx million US$ by the end of 2025, with a CAGR of xx% during 2019-2025.

This report focuses on the global Contact Center as a Service status, future forecast, growth opportunity, key market and key players. The study objectives are to present the Contact Center as a Service development in North America, Europe, China, Japan, Southeast Asia, India and Central & South America.

The key players covered in this study

  • Five9
  • inContact
  • Talkdesk
  • Genesys
  • 8x8
  • NewVoiceMedia
  • Serenova
  • Connect First
  • Noble Systems
  • Cisco (BroadSoft)
  • Evolve IP
  • Nuance
  • Talkdesk
  • Genesys
  • NewVoiceMedia
  • Content Guru
  • Puzzel (Intelecom)
  • Orange Business
  • Services
  • Capgemini
  • BT

Market segment by Type, the product can be split into

  • Onshore Outsourcing
  • Offshore Outsourcing

Market segment by Application, split into

  • Telecom & IT
  • BFSI
  • Healthcare & Life Sciences
  • Government & Public
  • Retail & Consumer Goods
  • Others

Market segment by Regions/Countries, this report covers

  • North America
  • Europe
  • China
  • Japan
  • Southeast Asia
  • India
  • Central & South America

The study objectives of this report are:

  • To analyze global Contact Center as a Service status, future forecast, growth opportunity, key market and key players.
  • To present the Contact Center as a Service development in North America, Europe, China, Japan, Southeast Asia, India and Central & South America.
  • To strategically profile the key players and comprehensively analyze their development plan and strategies.
  • To define, describe and forecast the market by product type, market and key regions.

In this study, the years considered to estimate the market size of Contact Center as a Service are as follows:

  • History Year: 2014-2018
  • Base Year: 2018
  • Estimated Year: 2019
  • Forecast Year 2019 to 2025

For the data information by region, company, type and application, 2018 is considered as the base year. Whenever data information was unavailable for the base year, the prior year has been considered.

Table of Contents

Table of Contents

1 Report Overview

  • 1.1 Study Scope
  • 1.2 Key Market Segments
  • 1.3 Players Covered
  • 1.4 Market Analysis by Type
    • 1.4.1 Global Contact Center as a Service Market Size Growth Rate by Type (2014-2025)
    • 1.4.2 Onshore Outsourcing
    • 1.4.3 Offshore Outsourcing
  • 1.5 Market by Application
    • 1.5.1 Global Contact Center as a Service Market Share by Application (2019-2025)
    • 1.5.2 Telecom & IT
    • 1.5.3 BFSI
    • 1.5.4 Healthcare & Life Sciences
    • 1.5.5 Government & Public
    • 1.5.6 Retail & Consumer Goods
    • 1.5.7 Others
  • 1.6 Study Objectives
  • 1.7 Years Considered

2 Global Growth Trends

  • 2.1 Contact Center as a Service Market Size
  • 2.2 Contact Center as a Service Growth Trends by Regions
    • 2.2.1 Contact Center as a Service Market Size by Regions (2019-2025)
    • 2.2.2 Contact Center as a Service Market Share by Regions (2014-2019)
  • 2.3 Industry Trends
    • 2.3.1 Market Top Trends
    • 2.3.2 Market Drivers
    • 2.3.3 Market Challenges
    • 2.3.4 Porter's Five Forces Analysis

3 Market Share by Key Players

  • 3.1 Contact Center as a Service Market Size by by Players
    • 3.1.1 Global Contact Center as a Service Revenue by by Players (2014-2019)
    • 3.1.2 Global Contact Center as a Service Revenue Market Share by by Players (2014-2019)
    • 3.1.3 Global Contact Center as a Service Market Concentration Ratio (CR5 and HHI)
  • 3.2 Contact Center as a Service Key Players Head office and Area Served
  • 3.3 Key Players Contact Center as a Service Product/Solution/Service
  • 3.4 Date of Enter into Contact Center as a Service Market
  • 3.5 Mergers & Acquisitions, Expansion Plans

4 Breakdown Data by Type and Application

  • 4.1 Global Contact Center as a Service Market Size by Type (2014-2019)
  • 4.2 Global Contact Center as a Service Market Size by Application (2014-2019)

5 North America

  • 5.1 North America Contact Center as a Service Market Size (2014-2019)
  • 5.2 Contact Center as a Service Key Players in North America
  • 5.3 North America Contact Center as a Service Market Size by Type
  • 5.4 North America Contact Center as a Service Market Size by Application

6 Europe

  • 6.1 Europe Contact Center as a Service Market Size (2014-2019)
  • 6.2 Contact Center as a Service Key Players in Europe
  • 6.3 Europe Contact Center as a Service Market Size by Type
  • 6.4 Europe Contact Center as a Service Market Size by Application

7 China

  • 7.1 China Contact Center as a Service Market Size (2014-2019)
  • 7.2 Contact Center as a Service Key Players in China
  • 7.3 China Contact Center as a Service Market Size by Type
  • 7.4 China Contact Center as a Service Market Size by Application

8 Japan

  • 8.1 Japan Contact Center as a Service Market Size (2014-2019)
  • 8.2 Contact Center as a Service Key Players in Japan
  • 8.3 Japan Contact Center as a Service Market Size by Type
  • 8.4 Japan Contact Center as a Service Market Size by Application

9 Southeast Asia

  • 9.1 Southeast Asia Contact Center as a Service Market Size (2014-2019)
  • 9.2 Contact Center as a Service Key Players in Southeast Asia
  • 9.3 Southeast Asia Contact Center as a Service Market Size by Type
  • 9.4 Southeast Asia Contact Center as a Service Market Size by Application

10 India

  • 10.1 India Contact Center as a Service Market Size (2014-2019)
  • 10.2 Contact Center as a Service Key Players in India
  • 10.3 India Contact Center as a Service Market Size by Type
  • 10.4 India Contact Center as a Service Market Size by Application

11 Central & South America

  • 11.1 Central & South America Contact Center as a Service Market Size (2014-2019)
  • 11.2 Contact Center as a Service Key Players in Central & South America
  • 11.3 Central & South America Contact Center as a Service Market Size by Type
  • 11.4 Central & South America Contact Center as a Service Market Size by Application

12 International Players Profiles

  • 12.1 Five9
    • 12.1.1 Five9 Company Details
    • 12.1.2 Company Description and Business Overview
    • 12.1.3 Contact Center as a Service Introduction
    • 12.1.4 Five9 Revenue in Contact Center as a Service Business (2014-2019))
    • 12.1.5 Five9 Recent Development
  • 12.2 inContact
    • 12.2.1 inContact Company Details
    • 12.2.2 Company Description and Business Overview
    • 12.2.3 Contact Center as a Service Introduction
    • 12.2.4 inContact Revenue in Contact Center as a Service Business (2014-2019)
    • 12.2.5 inContact Recent Development
  • 12.3 Talkdesk
    • 12.3.1 Talkdesk Company Details
    • 12.3.2 Company Description and Business Overview
    • 12.3.3 Contact Center as a Service Introduction
    • 12.3.4 Talkdesk Revenue in Contact Center as a Service Business (2014-2019)
    • 12.3.5 Talkdesk Recent Development
  • 12.4 Genesys
    • 12.4.1 Genesys Company Details
    • 12.4.2 Company Description and Business Overview
    • 12.4.3 Contact Center as a Service Introduction
    • 12.4.4 Genesys Revenue in Contact Center as a Service Business (2014-2019)
    • 12.4.5 Genesys Recent Development
  • 12.5 8x8
    • 12.5.1 8x8 Company Details
    • 12.5.2 Company Description and Business Overview
    • 12.5.3 Contact Center as a Service Introduction
    • 12.5.4 8x8 Revenue in Contact Center as a Service Business (2014-2019)
    • 12.5.5 8x8 Recent Development
  • 12.6 NewVoiceMedia
    • 12.6.1 NewVoiceMedia Company Details
    • 12.6.2 Company Description and Business Overview
    • 12.6.3 Contact Center as a Service Introduction
    • 12.6.4 NewVoiceMedia Revenue in Contact Center as a Service Business (2014-2019)
    • 12.6.5 NewVoiceMedia Recent Development
  • 12.7 Serenova
    • 12.7.1 Serenova Company Details
    • 12.7.2 Company Description and Business Overview
    • 12.7.3 Contact Center as a Service Introduction
    • 12.7.4 Serenova Revenue in Contact Center as a Service Business (2014-2019)
    • 12.7.5 Serenova Recent Development
  • 12.8 Connect First
    • 12.8.1 Connect First Company Details
    • 12.8.2 Company Description and Business Overview
    • 12.8.3 Contact Center as a Service Introduction
    • 12.8.4 Connect First Revenue in Contact Center as a Service Business (2014-2019)
    • 12.8.5 Connect First Recent Development
  • 12.9 Noble Systems
    • 12.9.1 Noble Systems Company Details
    • 12.9.2 Company Description and Business Overview
    • 12.9.3 Contact Center as a Service Introduction
    • 12.9.4 Noble Systems Revenue in Contact Center as a Service Business (2014-2019)
    • 12.9.5 Noble Systems Recent Development
  • 12.10 Cisco (BroadSoft)
    • 12.10.1 Cisco (BroadSoft) Company Details
    • 12.10.2 Company Description and Business Overview
    • 12.10.3 Contact Center as a Service Introduction
    • 12.10.4 Cisco (BroadSoft) Revenue in Contact Center as a Service Business (2014-2019)
    • 12.10.5 Cisco (BroadSoft) Recent Development
  • 12.11 Evolve IP
  • 12.12 Nuance
  • 12.13 Talkdesk
  • 12.14 Genesys
  • 12.15 NewVoiceMedia
  • 12.16 Content Guru
  • 12.17 Puzzel (Intelecom)
  • 12.18 Orange Business
  • 12.19 Services
  • 12.20 Capgemini
  • 12.21 BT

13 Market Forecast 2019-2025

  • 13.1 Market Size Forecast by Product (2019-2025)
  • 13.2 Market Size Forecast by Application (2019-2025)
  • 13.3 Market Size Forecast by Regions
  • 13.4 North America
  • 13.5 Europe
  • 13.6 China
  • 13.7 Japan
  • 13.8 Southeast Asia
  • 13.9 India
  • 13.10 Central & South America

14 Analyst's Viewpoints/Conclusions

15 Appendix

  • 15.1 Research Methodology
    • 15.1.1 Methodology/Research Approach
      • 15.1.1.1 Research Programs/Design
      • 15.1.1.2 Market Size Estimation
      • 15.1.1.3 Market Breakdown and Data Triangulation
    • 15.1.2 Data Source
      • 15.1.2.1 Secondary Sources
      • 15.1.2.2 Primary Sources
  • 15.2 Disclaimer
  • 15.3 Author Details

List of Tables and Figures

  • Table Contact Center as a Service Key Market Segments
  • Table Key Players Contact Center as a Service Covered
  • Table Global Contact Center as a Service Market Size Growth Rate by Type 2018-2025 (Million US$)
  • Figuer Onshore Outsourcing Figures
  • Table Key Players of Onshore Outsourcing
  • Figuer Offshore Outsourcing Figures
  • Table Key Players of Offshore Outsourcing
  • Table Global Contact Center as a Service Market Size Growth by Application 2019-2025 (Million US$)
  • Figure Global Contact Center as a Service Market Share by Application in 2018 & 2025
  • Figure Telecom & IT Case Studies
  • Figure BFSI Case Studies
  • Figure Healthcare & Life Sciences Case Studies
  • Figure Government & Public Case Studies
  • Figure Retail & Consumer Goods Case Studies
  • Figure Others Case Studies
  • Figure Contact Center as a Service Report Years Considered
  • Figure Global Contact Center as a Service Market Size and Growth Rate 2014-2025 (Million US$)
  • Table Global Contact Center as a Service Market Size by Regions 2019-2025 (Million US$)
  • Table Global Contact Center as a Service Market Size by Regions 2019-2025 (Million US$)
  • Table Global Contact Center as a Service Market Share by Regions 2014-2019
  • Figure Global Contact Center as a Service Market Share by Regions 2014-2019
  • Figure Global Contact Center as a Service Market Share by Regions in 2018
  • Table Market Top Trends
  • Table Key Drivers: Impact Analysis (2019-2025)
  • Table Key Challenges
  • Figure PORTER'S FIVE FORCES ANALYSIS
  • Table Global Contact Center as a Service Revenue by by Players (2014-2019) (Million US$)
  • Table Global Contact Center as a Service Market Share by by Players (2014-2019)
  • Figure Global Contact Center as a Service Market Share by by Players in 2018
  • Table Global Contact Center as a Service by Players Market Concentration Ratio (CR5 and HHI)
  • Table Key Players Head office and Area Served
  • Table Key Players Contact Center as a Service Product/Solution/Service
  • Table Date of Enter into Contact Center as a Service Market
  • Table Mergers & Acquisitions, Expansion Plans
  • Table Global Contact Center as a Service Market Size by Type (2014-2019) (Million US$)
  • Table Global Contact Center as a Service Market Size Share by Type (2014-2019)
  • Figure Global Contact Center as a Service Market Size Market Share by Type (2014-2019)
  • Table Global Contact Center as a Service Market Size by Application (2014-2019) (Million US$)
  • Table Global Contact Center as a Service Market Size Share by Application (2014-2019)
  • Figure Global Contact Center as a Service Market Size Market Share by Application (2014-2019)
  • Figure Global Contact Center as a Service Revenue Market Share by Application in 2018
  • Figure North America Contact Center as a Service Market Size 2014-2019 (Million US$)
  • Table North America Key Players Contact Center as a Service Revenue (2018-2019) (Million US$)
  • Table North America Key Players Contact Center as a Service Market Share (2018-2019)
  • Table North America Contact Center as a Service Market Size by Type 2014-2019 (Million US$)
  • Table North America Contact Center as a Service Market Share by Type 2014-2019
  • Table North America Contact Center as a Service Market Size by Application 2014-2019 (Million US$)
  • Table North America Contact Center as a Service Market Share by Application 2014-2019
  • Figure Europe Contact Center as a Service Market Size 2014-2019 (Million US$)
  • Table Europe Key Players Contact Center as a Service Revenue (2018-2019) (Million US$)
  • Table Europe Key Players Contact Center as a Service Market Share (2018-2019)
  • Table Europe Contact Center as a Service Market Size by Type 2014-2019 (Million US$)
  • Table Europe Contact Center as a Service Market Share by Type 2014-2019
  • Table Europe Contact Center as a Service Market Size by Application 2014-2019 (Million US$)
  • Table Europe Contact Center as a Service Market Share by Application 2014-2019
  • Figure China Contact Center as a Service Market Size 2014-2019 (Million US$)
  • Table China Key Players Contact Center as a Service Revenue (2018-2019) (Million US$)
  • Table China Key Players Contact Center as a Service Market Share (2018-2019)
  • Table China Contact Center as a Service Market Size by Type 2014-2019 (Million US$)
  • Table China Contact Center as a Service Market Share by Type 2014-2019
  • Table China Contact Center as a Service Market Size by Application 2014-2019 (Million US$)
  • Table China Contact Center as a Service Market Share by Application 2014-2019
  • Figure Japan Contact Center as a Service Market Size 2014-2019 (Million US$)
  • Table Japan Key Players Contact Center as a Service Revenue (2018-2019) (Million US$)
  • Table Japan Key Players Contact Center as a Service Market Share (2018-2019)
  • Table Japan Contact Center as a Service Market Size by Type 2014-2019 (Million US$)
  • Table Japan Contact Center as a Service Market Share by Type 2014-2019
  • Table Japan Contact Center as a Service Market Size by Application 2014-2019 (Million US$)
  • Table Japan Contact Center as a Service Market Share by Application 2014-2019
  • Figure Southeast Asia Contact Center as a Service Market Size 2014-2019 (Million US$)
  • Table Southeast Asia Key Players Contact Center as a Service Revenue (2018-2019) (Million US$)
  • Table Southeast Asia Key Players Contact Center as a Service Market Share (2018-2019)
  • Table Southeast Asia Contact Center as a Service Market Size by Type 2014-2019 (Million US$)
  • Table Southeast Asia Contact Center as a Service Market Share by Type 2014-2019
  • Table Southeast Asia Contact Center as a Service Market Size by Application 2014-2019 (Million US$)
  • Table Southeast Asia Contact Center as a Service Market Share by Application 2014-2019
  • Figure India Contact Center as a Service Market Size 2014-2019 (Million US$)
  • Table India Key Players Contact Center as a Service Revenue (2018-2019) (Million US$)
  • Table India Key Players Contact Center as a Service Market Share (2018-2019)
  • Table India Contact Center as a Service Market Size by Type 2014-2019 (Million US$)
  • Table India Contact Center as a Service Market Share by Type 2014-2019
  • Table India Contact Center as a Service Market Size by Application 2014-2019 (Million US$)
  • Table India Contact Center as a Service Market Share by Application 2014-2019
  • Figure Central & South America Contact Center as a Service Market Size 2014-2019 (Million US$)
  • Table Central & South America Key Players Contact Center as a Service Revenue (2018-2019) (Million US$)
  • Table Central & South America Key Players Contact Center as a Service Market Share (2018-2019)
  • Table Central & South America Contact Center as a Service Market Size by Type 2014-2019 (Million US$)
  • Table Central & South America Contact Center as a Service Market Share by Type 2014-2019
  • Table Central & South America Contact Center as a Service Market Size by Application 2014-2019 (Million US$)
  • Table Central & South America Contact Center as a Service Market Share by Application 2014-2019
  • Table Five9 Company Details
  • Table Five9 Revenue in Contact Center as a Service Business 2014-2019 (Million US$)
  • Figure Five9 Revenue Growth Rate in Contact Center as a Service Business (2014-2019)
  • Table Five9 Recent Development
  • Table inContact Company Details
  • Table inContact Revenue in Contact Center as a Service Business 2014-2019 (Million US$)
  • Figure inContact Revenue Growth Rate in Contact Center as a Service Business (2014-2019)
  • Table inContact Recent Development
  • Table Talkdesk Company Details
  • Table Talkdesk Revenue in Contact Center as a Service Business 2014-2019 (Million US$)
  • Figure Talkdesk Revenue Growth Rate in Contact Center as a Service Business (2014-2019)
  • Table Talkdesk Recent Development
  • Table Genesys Company Details
  • Table Genesys Revenue in Contact Center as a Service Business 2014-2019 (Million US$)
  • Figure Genesys Revenue Growth Rate in Contact Center as a Service Business (2014-2019)
  • Table Genesys Recent Development
  • Table 8x8 Company Details
  • Table 8x8 Revenue in Contact Center as a Service Business 2014-2019 (Million US$)
  • Figure 8x8 Revenue Growth Rate in Contact Center as a Service Business (2014-2019)
  • Table 8x8 Recent Development
  • Table NewVoiceMedia Company Details
  • Table NewVoiceMedia Revenue in Contact Center as a Service Business 2014-2019 (Million US$)
  • Figure NewVoiceMedia Revenue Growth Rate in Contact Center as a Service Business (2014-2019)
  • Table NewVoiceMedia Recent Development
  • Table Serenova Company Details
  • Table Serenova Revenue in Contact Center as a Service Business 2014-2019 (Million US$)
  • Figure Serenova Revenue Growth Rate in Contact Center as a Service Business (2014-2019)
  • Table Serenova Recent Development
  • Table Connect First Company Details
  • Table Connect First Revenue in Contact Center as a Service Business 2014-2019 (Million US$)
  • Figure Connect First Revenue Growth Rate in Contact Center as a Service Business (2014-2019)
  • Table Connect First Recent Development
  • Table Noble Systems Company Details
  • Table Noble Systems Revenue in Contact Center as a Service Business 2014-2019 (Million US$)
  • Figure Noble Systems Revenue Growth Rate in Contact Center as a Service Business (2014-2019)
  • Table Noble Systems Recent Development
  • Table Cisco (BroadSoft) Company Details
  • Table Cisco (BroadSoft) Revenue in Contact Center as a Service Business 2014-2019 (Million US$)
  • Figure Cisco (BroadSoft) Revenue Growth Rate in Contact Center as a Service Business (2014-2019)
  • Table Cisco (BroadSoft) Recent Development
  • Table Evolve IP Company Details
  • Table Nuance Company Details
  • Table Talkdesk Company Details
  • Table Genesys Company Details
  • Table NewVoiceMedia Company Details
  • Table Content Guru Company Details
  • Table Puzzel (Intelecom) Company Details
  • Table Orange Business Company Details
  • Table Services Company Details
  • Table Capgemini Company Details
  • Table BT Company Details
  • Table Global Contact Center as a Service Market Size by Regions (Million US$) 2019-2025
  • Figure Global Contact Center as a Service Market Size Share by Regions (2019-2025)
  • Figure Global Contact Center as a Service Market Size Share by Regions in 2025
  • Figure North America Contact Center as a Service Market Size Forecast (2019-2025)(Million USD)
  • Figure Europe Contact Center as a Service Market Size Forecast (2019-2025)(Million USD)
  • Figure China Contact Center as a Service Market Size Forecast (2019-2025)(Million USD)
  • Figure Japan Contact Center as a Service Market Size Forecast (2019-2025)(Million USD)
  • Figure Southeast Asia Contact Center as a Service Market Size Forecast (2019-2025)(Million USD)
  • Figure India Contact Center as a Service Market Size Forecast (2019-2025)(Million USD)
  • Figure Central & South America Contact Center as a Service Market Size Forecast (2019-2025)(Million USD)
  • Table Global Contact Center as a Service Market Size by Product (2019-2025) (Million US$)
  • Figure Global Contact Center as a Service Market Size by Product (2019-2025)
  • Figure Global Contact Center as a Service Market Size by Product in 2025
  • Table Global Contact Center as a Service Market Size by Application (2019-2025) (Million US$)
  • Figure Global Contact Center as a Service Market Size by Application (2019-2025)
  • Figure Global Contact Center as a Service Market Size by Application in 2025
  • Table Research Programs/Design for This Report
  • Figure Bottom-up and Top-down Approaches for This Report
  • Figure Data Triangulation
  • Table Key Data Information from Secondary Sources
  • Table Key Data Information from Primary Sources
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