The global Contact Center as a Service (CCaaS) market size was valued at USD 4.42 billion in 2022 and is projected to grow from USD 5.15 billion in 2023 to USD 16.43 billion by 2030, exhibiting a CAGR of 18% during the forecast period.
The market growth slowed significantly during the COVID-19 pandemic, owing to a lack of demand for these solutions across all areas. However, the global market grew at a steady pace in 2021 due to a rise in the adoption of cloud-based services and software as well as CCaaS for the global remote working population.
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Based on channel, deployment mode, application, end-use vertical, and geography, the study thoroughly segments the global market. Each segment and its corresponding sub-segments are thoroughly examined in the report using a graphical and tabular representation. By using it to identify and develop strategies based on the fastest-growing market segments and those with the highest revenue creation, as highlighted in the report, market players, investors, and new entrants can all profit from this analysis.
COVERAGE OF REPORTS
To help the user better understand the market, the research report highlights the top global regions. The report also examines emerging technologies that are being quickly adopted globally and offers insights into the most recent business trends. The reader can gain in-depth understanding of the market by further highlighting some of the growth-stimulating factors and restraints.
Key Industry Developments:
In order to deliver a new AI-powered contact center as a service solution powered by Talkdesk and to broaden its product portfolio to offer secure multichannel customer experiences, Windstream Enterprise and Talkdesk, Inc., a cloud-based contact center solution provider, entered into a partnership in April 2023.
KEY INDUSTRY PLAYERS
NICE, Cisco Systems, Evolve IP, LLC, Luware AG, 8x8, Inc., Talkdesk Inc., and other providers of Contact Center as Service solutions are concentrating on releasing AI-powered innovative cloud-based solutions. To keep up with the significant demand from customers for improved tools, these businesses are increasing their investments in cloud platforms. The market participants use a variety of strategies, including acquisitions, partnerships, mergers, and collaborations, to expand their operations across the globe. For example,
List of Key Companies Profiled:
Anywhere365 Enterprise Dialogue Management (Netherlands)
Computer Talk Technology Inc. (Canada)
8x8, Inc. (U.S.)
Content Guru Limited (U.K.)
Enghouse Interactive (U.S.)
Genesys Telecommunication Laboratories, Inc. (U.S.)
NICE Systems Ltd. (Israel)
Talkdesk Inc. (U.S.)
Luware AG. (Switzerland)
Evolve IP, LLC (U.S.)
RESTRAINING FACTORS
The risk of data breaches and cyberattacks has increased in contact centers due to the expanding use of digital technologies like artificial intelligence and cloud computing. With increased internet connectivity and usage, compliance, security, and data protection are more important than ever. For instance, statistics provided by software solutions provider NICE show that over 100 billion calls are handled by contact centers globally each month, with one out of every 1,700 calls being flagged as fraudulent. The contact center platform is extremely susceptible to threats to data security because it manages such a large volume of client data.
REGIONAL INSIGHTS
North America, Latin America, Europe, the Middle East & Africa, and Asia Pacific make up the different regions that make up the market. They are further segmented into countries.
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