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Global Contact Center-as-a-Service (CCaaS) Market Segmentation by Enterprise Size (Small & Medium Enterprises, and Large Enterprises); and by End-User (BFSI, Telecom & IT, Healthcare, Government, Retail & Consumer Goods, and Others) – Global Demand Analysis and Opportunity Outlook 2021-2029

Buy Now Report ID: 3007 | Published Date: Feb 13, 2023

Market Segmentation

Our in-depth analysis of the global contact center-as-a-service (CCaaS) market includes the following segments:

By Enterprise Size

  • Small & Medium Enterprises and
  • Large Enterprises

By End-User

  • BFSI
  • Telecom & IT
  • Healthcare
  • Government
  • Retail & Consumer Goods
  • Others

Growth Drivers

  • Technological Advancements for Improving Customer Experience
  • Reduction in Operational Costs Post-CCaaS Adoption

Challenges

  • Concerns Relating to Data Safety and Security
  • High Initial Investment Resulting in Lower Adoption Rate by Small & Medium Enterprises


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Global-Contact-Center-as-a-Service-Market
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Global Contact Center-as-a-Service (CCaaS) Market Regional Synopsis

Geographically, the market is segmented into North America, Latin America, Europe, Asia Pacific and the Middle East & Africa region. The market in the Asia Pacific is predicted to grow at the highest CAGR over the forecast period owing to the rise in number of start-ups in the region. Furthermore, in 2021, the market in North America is evaluated to occupy the largest share in terms of revenue, owing to the lead in technological advancement, accompanied by the enhanced customer experiences. Along with this, North America also leads in the growth of small & medium enterprises, which is also expected to contribute to the market growth in the region. Alternatively, the market in Europe is also anticipated to occupy a significant share in the global contact center-as-a-service (CCaaS) market on account of focus of enterprises to widen their customer base in the region. The European Commission, in 2020, had released a European Data Strategy whose aim is to support the European Union to become the most attractive, most safe, and most dynamic data-agile economy globally.

Global-Contact-Center-as-a-Service-Market-Share

The global contact center-as-a-service (CCaaS) market is further classified on the basis of region as follows:

  • North America (U.S. & Canada) Market size, Y-O-Y growth & Opportunity Analysis
  • Latin America (Brazil, Mexico, Argentina, Rest of Latin America) Market size, Y-O-Y growth & Opportunity Analysis
  • Europe (U.K., Germany, France, Italy, Spain, Hungary, Belgium, Netherlands & Luxembourg, NORDIC, Poland, Turkey, Russia, Rest of Europe) Market size, Y-O-Y growth & Opportunity Analysis
  • Asia-Pacific (China, India, Japan, South Korea, Indonesia, Malaysia, Australia, New Zealand, Rest of Asia-Pacific) Market size, Y-O-Y growth & Opportunity Analysis
  • Middle East and Africa (Israel, GCC (Saudi Arabia, UAE, Bahrain, Kuwait, Qatar, Oman), North Africa, South Africa, Rest of Middle East and Africa) Market size, Y-O-Y growth & Opportunity Analysis


Global-Contact-Center-as-a-Service-Market-Share
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Top Featured Companies Dominating the Market

top-features-companies
    • Evolve IP, LLC.
      • Company Overview
      • Business Strategy
      • Key Product Offerings
      • Financial Performance
      • Key Performance Indicators
      • Risk Analysis
      • Recent Development
      • Regional Presence
      • SWOT Analysis
    • Avaya, Inc.
    • NICE Systems, Ltd.
    • Liveops
    • Cisco Systems, Inc.
    • Genesys
    • Five9, Inc.
    • 8x8, Inc.
    • 3CLogic

In-the-news

In The News


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Global Economic Impact

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Despite Inflation & Fearing Recession, Businesses Across the Globe Expected to Do Better in 2023:

In 2023, market players might incur losses due to huge gap in currency translation followed by contracting revenues, shrinking profit margins & cost pressure on logistics and supply chain.
Controlling Inflation has become the first priority for global economies from last quarter of 2022 and to be followed in 2023. With skewed economic situations, rise in interest rate by governments to control spending and inflation, spiked oil and gas prices, high inflation, geo-political issues including U.S. & China trade war, Russia-Ukraine conflict to intensify the global economic issues.
The interest rates in the U.S. may be less sensitive in 2023 as compared to 2022; sigh of relief for businesses. Positive business sentiments, healthy business balance sheets, growth in construction spending (private construction value in 2022 stood at $1,429.2 billion, 11.7 percent (±1.0 percent) above the $1,279.5 billion spent in 2021, Residential construction in 2022 was $899.1 billion, up by 13.3 percent (±2.1 percent) from $793.7 billion in 2021, non-residential construction touched $530.1 billion, 9.1 percent (±1.0 percent) above the $485.8 billion in 2021.) showcases minimal impact of recession in the country.
Similarly, spiked spending in the European and major Asia economics including, India, China & Japan to showcase less impact on the global demand.


Author Credits:  Abhishek Verma, Hetal Singh


Key Questions Answered in the Report

1) What are the major factors driving the growth of the contact center-as-a-service market?

Ans: Technological advancements for improving customer experience, and the reduction in operational costs post-CCaaS adoption are the key factors driving market growth.

2) What would be the CAGR of contact center-as-a-service market over the forecast period?

Ans: The market is anticipated to attain a high CAGR over the forecast period, i.e., 2021-2029.

3) What are the challenges affecting the contact center-as-a-service market growth?

Ans: With respect to end-user, the BFSI segment is anticipated to hold the largest market share owing to the significant rise in customer interaction due to digitization in this segment.

4) Which region will provide more business opportunities for growth of contact center-as-a-service market in future?

Ans: The market in Asia Pacific region will provide ample growth opportunities owing to the rise in number of start-ups in the region.

5) Who are the major players dominating the contact center-as-a-service market?

Ans: The market is anticipated to attain a high CAGR over the forecast period, i.e., 2021-2029.

6) How are the company profiles selected?

Ans: The company profiles are selected on the basis of revenues generated from the product segment, geographical presence of the company which determine the revenue generating capacity as well as the new products being launched into the market by the company.

7) What are the segments in the global contact center-as-a-service (CCaaS) market?

Ans: The market is segmented by enterprise size, end-user and region.

8) Which segment under the end-user segment captures the largest market size in the global contact center-as-a-service (CCaaS) market?

Ans: With respect to end-user, the BFSI segment is anticipated to hold the largest market share owing to the significant rise in customer interaction due to digitization in this segment.

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