Contact Center as a Service (CCaaS) Marketplace to Record CAGR

Pune, India, March 01, 2022 (GLOBE NEWSWIRE) — The global Contact Center as a Service (CCaaS) market size was $3.53 billion in 2020. The market is expected to grow from $4.07 billion in 2021 for $11.76 billion in 2028 at a CAGR of 16.4% during the period 2021 to 2028. This information is provided by Fortune Business Insightsin its report, entitled, CCaaS market2021-2028.

According to our analysts, the global market has accounted for an increase in demand, owing to an increase in the market adoption of cloud-based CCaaS software and services for the remote working population across the globe.

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Impact of COVID-19:

Minor drop in digital technology spending in end-user industries amid COVID-19 to hamper progress

During the COVID-19 pandemic, every country in the world has seen an insignificant deterioration in their GDP due to business closures. Nevertheless, in the healthcare sector, customer service and contact centers exhibited unparalleled growth in overall consumer call volume across the globe.


A growing number of SMEs in the IT and telecommunications sector to stimulate the market

Based on function, the market is segmented into Multi-Channel, Interactive Voice Response (IVR), Computer Telephony Integration (CTI), Automatic Call Distribution, Reporting & Analytics, Customer Collaboration, Workforce Optimization , etc The Interactive Voice Response (IVR) segment is expected to dominate during the forecast period.

The global contact center as a service (CCaaS) market is split between SMBs and large enterprises in terms of enterprise size.

In terms of industry, the market is categorized into BFSI, IT & Telecom, Government, Healthcare, Consumer Goods & Retail, Travel & Hospitality, Media & Entertainment, and others.

The market has been branched into five major regions such as North America, Europe, Asia-Pacific, Middle East & Africa, and Latin America.

To learn more about the short-term and long-term impact of COVID-19 on this CCaaS market,

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Drivers and Restrictions:

Growing Implementation of Contact Center Based Application Programming Interface (API) to Support Market Growth

An increase in the acceptance of AI-based chatbots and cloud-based software as services has driven the growth of the contact center as a service (CCaaS) market. The growing unveiling of API-based contact center solutions by leading companies navigates the demand for market growth over the forecast period. API-based contact center service provides online customer service by handling phone calls, text messages, emails, messages, live chat, text messages, as well as support tickets for businesses.

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Regional outlook:

North America is expected to dominate the global market

North America held the largest contact center as a service (CCaaS) market share during the forecast period. Growing investment in cloud-based software and numerous dominant players located in the United States have fueled the growth of the market.

The Asia-Pacific region is estimated to witness the largest CAGR during the forecast period. China and Japan are likely to dominate Asia-Pacific and are among the fastest growing regions in the market.

Europe is expected to take second place in the market due to the increase in adoption of cloud technology coupled with government support and capitalization in manufacturing and healthcare sector to shorten courses in business .

Competitive Landscape:

Importance of introducing new payment platforms to drive market growth

The key companies present on the market finance the development of exclusive mobile payment solutions. Several network operators and mobile payment providers are collaborating to make an impressive appearance in the market. Crucial players from all sectors use these payment solutions to offer value-added services and improve the customer experience.

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Industry developments:

  • April 2021: 8×8, Inc. has entered into a distribution agreement with Westcon Group, Inc. This collaboration provides an enhanced cloud communications and contact center solution while also offering UCaaS and CCaaS public cloud services to Westcon partners on a per-month basis. wholesale.

Companies Mentioned in the CCaaS Market Report:

  • Anywhere365 Enterprise Dialogue Management (Rotterdam, Netherlands)
  • Computer Talk Technology Inc. (Toronto, Canada)
  • 8×8, Inc. (California, USA)
  • Content Guru Limited (Bracknell, UK)
  • Enghouse Interactive (Phoenix, USA)
  • Genesys Telecommunication Laboratories, Inc. (California, USA)
  • NICE Systems Ltd. (Ra’anana, Israel)
  • Talkdesk Inc. (San Francisco, USA)
  • Luware AG. (Zurich, Switzerland)
  • Evolve IP, LLC (Pennsylvania, USA)

Buy Now – CCaaS Marketplace:


  • introduction
    • Definition, by segment
    • Methodology/Research Approach
    • Data sources
  • Key points to remember
  • Market dynamics
    • Macro and micro economic indicators
    • Drivers, constraints, opportunities and trends
    • Impact of COVID-19
      • Short term impact
      • Long term impact
  • Competition landscape
    • Business strategies adopted by key players
    • Consolidated SWOT analysis of key players
  • Global CCaaS Market Share Analysis and Matrix, 2020
  • Key market insights and strategic recommendations
  • Profiles of key players (Would be provided for 10 players only)
    • Overview
      • Key management
      • Headquarters, etc.
    • Offers/Business Segments
    • Key details (Key details are subject to data availability in the Public Cloud domain and/or paid databases)
      • Employee size
      • Key financial data
        • Past and current income
        • Geographic share
        • Industry share
  • Annex / Appendix
    • Global Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts (Quantitative), by Segment, 2017 – 2028
      • By function (USD)
        • Interactive Voice Response (IVR)
        • Multi-channel
        • Automatic call distribution
        • Computer Telephony Integration (CTI)
        • Reports and Analytics
        • Workforce Optimization
        • Customer cooperation
        • Others (recording, dialer, etc.)
      • Company size (USD)
      • By industry (USD)
        • BFSI
        • IT and Telecommunications
        • Government
        • Health care
        • Consumer goods and distribution
        • travel and hospitality
        • Media and entertainment
        • Others
      • By region (USD)
        • North America
        • Latin America
        • Europe
        • Middle East and Africa
        • Asia Pacific

TOC Continued…!

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