The contact centres as a service market was predicted to reach US$ 4.5 billion in 2022 and US$ 16 billion by 2032, with a CAGR of 13.52% during that period. The market may be expanding as a result of the rising use of cutting-edge contact centre technology, which manage client connections to enhance customer experiences and the market’s functionality.
To improve operational performance for users, market participants are developing cloud contact centres, and it is anticipated that this will drive market expansion throughout the anticipated time range. Due to the growing acceptance of cloud-based software as a service and chatbots with AI, the market for contact centres as a service has grown. Application programming interfaces are being introduced by an organisation.
Businesses may manage their customer interactions using the cloud thanks to the expanding Contact Centre as a Service (CCaaS) sector. Call routing, automatic call distribution, interactive voice response, and CRM interfaces are just a few of the features that CCaaS platforms provide.
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Businesses that require a high degree of customer service or those with significant call volumes, such as e-commerce corporations, financial institutions, and healthcare organizations, frequently employ CCaaS platforms. Several advantages are provided by CCaaS platforms, such as the capacity to scale up or down rapidly and simply, save expenses, and enhance customer support.
The most well-known CCaaS platforms are Genesys Cloud, Five9, and Amazon Connect. These platforms provide a variety of features and fee structures to accommodate the requirements of companies of different sizes.
The need for organizations to enhance their customer service offerings, the rising need for flexible and remote work solutions, and other reasons all contribute to the growth of the CCaaS market. Businesses may manage customer contacts across a variety of channels, such as voice, chat, email, and social media, using CCaaS platforms, resulting in a seamless and consistent customer experience.
Competition Analysis
Key players in the global contact center as a service market include NICE, Evolve IP, Luware AG, 8×8, Talkdesk, Cisco Systems, and others. Recent developments in the industry include:
- In July 2020, NICE LTD announced the launch of Real-Time Interaction Guidance, a solution powered by the company’s ENLIGHTEN AI platform. Based on predictive behavioral models, the solution offers in determining and scoring agent behavior to boost customer satisfaction and enhance sales opportunity identification. The solution forms an integral part of NICE’s CXone platform
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Key Segments Profiled in the Global Contact Center as a Service Market
Contact Center as a Service Market by Function:
- Interactive Voice Response (IVR) Contact Center as a Service
- Multichannel Contact Center as a Service
- Automatic Call Distribution Contact Center as a Service
- Computer Telephony Integration (CTI) Contact Center as a Service
- Reporting and Analytics Contact Center as a Service
- Workforce Optimization Contact Center as a Service
- Customer Collaboration Contact Center as a Service
- Other Contact Center as a Service Functions
Contact Center as a Service Market by Enterprise Size:
- Contact Center as a Service for SMEs
- Contact Center as a Service for Large Enterprises
Contact Center as a Service Market by Industry:
- Contact Center as a Service in BFSI
- Contact Center as a Service in IT and Telecommunications
- Contact Center as a Service in Government
- Contact Center as a Service in Healthcare
- Contact Center as a Service in Consumer Goods and Retail
- Contact Center as a Service in Travel and Hospitality
- Contact Center as a Service in Media and Entertainment
- Contact Center as a Service in Other Industries
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