Contact Center as a Service Market (Updated Version Available)

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.

The report offers detailed coverage of Contact Center as a Service industry and main market trends. The market research includes historical and forecast market data, demand, application details, price trends, and company shares of the leading Contact Center as a Service by geography. The report splits the market size, by volume and value, on the basis of application type and geography.

The report forecast global Contact Center as a Service market to grow to reach xxx Million USD in 2020 with a CAGR of xx% during the period 2021-2025.

First, this report covers the present status and the future prospects of the global Contact Center as a Service market for 2015-2025.
And in this report, we analyze global market from 5 geographies: Asia-Pacific[China, Southeast Asia, India, Japan, Korea, Western Asia], Europe[Germany, UK, France, Italy, Russia, Spain, Netherlands, Turkey, Switzerland], North America[United States, Canada, Mexico], Middle East & Africa[GCC, North Africa, South Africa], South America[Brazil, Argentina, Columbia, Chile, Peru].

Key Companies
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

At the same time, we classify Contact Center as a Service according to the type, application by geography. More importantly, the report includes major countries market based on the type and application.

Market Segment as follows:
Market by Order Type
Onshore Outsourcing
Offshore Outsourcing
Market by Application
Telecom & IT
BFSI
Healthcare & Life Sciences
Government & Public
Retail & Consumer Goods
Others

By Region
Asia-Pacific[China, Southeast Asia, India, Japan, Korea, Western Asia]
Europe[Germany, UK, France, Italy, Russia, Spain, Netherlands, Turkey, Switzerland]
North America[United States, Canada, Mexico]
Middle East & Africa[GCC, North Africa, South Africa]
South America[Brazil, Argentina, Columbia, Chile, Peru]

The research provides answers to the following key questions:
• What is the estimated growth rate and market share and size of the Contact Center as a Service market for the forecast period 2021 - 2025?
• What are the driving forces in the Contact Center as a Service market for the forecast period 2021 - 2025?
• Who are the prominent market players and how have they gained a competitive edge over other competitors?
• What are the market trends influencing the progress of the Contact Center as a Service industry worldwide?
• What are the major challenges and threats restricting the progress of the industry?
• What opportunities does the market hold for the prominent market players?