A Global Contact Center-as-a-Service Market Research Report from Emergen Research has been formulated by analyzing key business details and an extensive geographic spread of the Contact Center-as-a-Service industry, encompassing key business details and extensive geographical coverage. In addition to providing crucial statistical data about the Contact Center-as-a-Service market, this study covers qualitative and quantitative aspects of the Contact Center-as-a-Service market. A comprehensive analysis of established and emerging players in the market is summarized in the report. The report also covers the business overview, the product portfolio, and the strategic alliances and expansion strategies of the companies.
The global CCaaS market size reached USD 3.91 Billion in 2021 and is expected to register a revenue CAGR of 18.0% during the forecast period, according to latest analysis by Emergen Research. Increasing requirement for improved and seamless end-to-end customer experience is a key factor driving market revenue growth. Rapid adoption of cloud-based contact centers and increasing integration of Application Programming Interface (API) enabling centralization of data for easy access are some of the major factors contributing to the rapid demand for CCaaS solutions. Provision of omnichannel communication and implementation of digital technologies such as artificial intelligence enables centralization of every customer interaction which provides a competitive edge to enterprises. CCaaS enable automation of manual and repetitive task in addition to providing information with various tools and resources to agents, increasing job satisfaction and productivity.
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Due to movement restrictions and lockdowns due to the current COVID-19 pandemic, the growth of the Contact Center-as-a-Service industry is expected to be negatively affected. In addition to the impact of the COVID-19 pandemic on numerous global markets, the Contact Center-as-a-Service industry is expected to feel the effect as well. The slowdown in economic growth and dynamic changes in demand will further affect industry growth. The report covers the impact analysis of the COVID-19 pandemic on the overall Contact Center-as-a-Service industry.
Radical Highlights of the Contact Center-as-a-Service Market Report:
- Comprehensive overview of the Contact Center-as-a-Service market along with analysis of the changing dynamics of the market
- Growth Assessment of various market segments throughout the forecast period
- Regional and global analysis of the market players, including their market share and global position
- Growth strategies adopted by key market players to combat the impact of the COVID-19 pandemic on the market
- Impact of the technological developments and RD advancements on the Contact Center-as-a-Service market
- Information about profit-making strategies and developmental strategies of major companies and manufacturers
- Insightful information for the new entrants willing to enter the market
- Details and insights about business expansion strategies, product launches, and other collaborations
- The report incorporates advanced analytical tools such as SWOT analysis, Porter’s Five Forces Analysis, feasibility analysis, and investment return analysis
Analysis of the segments and their growth projection is carried out by extensive historical and current analysis of the market scenario. Further, the report offers details about the factors and features of the Contact Center-as-a-Service market expected to boost the growth of the industry in the coming years.
Contact Center-as-a-Service Market Segmentation:
Service Solution Outlook (Revenue, USD Billion; 2019-2030)
- Reporting analytics
- Customer collaboration
- Automatic call distribution
- Multichannel
- Computer Telephony Integration (CTI)
- Workforce optimization
- Interactive Voice Response (IVR)
- Others
Enterprise Size Outlook (Revenue, USD Billion; 2019-2030)
- Large Enterprises
- Small Medium Enterprises
End-Use Outlook (Revenue, USD Billion; 2019-2030)
- Banking, Financial Services Insurance (BFSI)
- Healthcare
- Retail
- Consumer goods retail
- Government
- IT telecommunications
- Travel hospitality
- Others
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The section on the competitive landscape offers valuable and actionable insights related to the business sphere of the Contact Center-as-a-Service market, covering extensive profiling of the key market players. The report offers information about market share, product portfolio, pricing analysis, and strategic alliances such as mergers and acquisitions, joint ventures, collaborations, partnerships, product launches and brand promotions, among others. The report also discusses the initiatives taken by the key companies to combat the impact of the COVID-19 pandemic.
Key Companies Profiled in the Report are:
Alcatel-Lucent Enterprise, Avaya Inc., Cisco Systems, Inc., Enghouse Interactive, Five9, Inc., Genesys, Microsoft, NICE Ltd., SAP, and Atos SE
Regional Landscape section of the Contact Center-as-a-Service report offers deeper insights into the regulatory framework, current and emerging market trends, production and consumption patterns, supply and demand dynamics, import/export, and presence of major players in each region.
The various regions analyzed in the report include:
- North America (U.S., Canada)
- Europe (U.K., Italy, Germany, France, Rest of EU)
- Asia Pacific (India, Japan, China, South Korea, Australia, Rest of APAC)
- Latin America (Chile, Brazil, Argentina, Rest of Latin America)
- Middle East Africa (Saudi Arabia, U.A.E., South Africa, Rest of MEA)
Additional information offered by the report:
- Along with a complete overview of the global Contact Center-as-a-Service market, the report provides detailed scrutiny of the diverse market trends observed on both regional and global levels.
- The report elaborates on the global Contact Center-as-a-Service market size and share governed by the major geographies.
- It performs a precise market growth forecast analysis, cost analysis, and a study of the micro- and macro-economic indicators.
- It further presents a detailed description of the company profiles of the key market contenders.
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Highlights of Table of Contents (TOC):
- Overview of Global Contact Center-as-a-Service Market
- Competitive analysis of the Contact Center-as-a-Service market
- Regional analysis of Global Contact Center-as-a-Service market production and revenue
- Regional analysis of Global Contact Center-as-a-Service market supply, consumption, and export import
- Type-based market analysis of global Contact Center-as-a-Service production, revenue, and price trends
- Application-based analysis of the global Contact Center-as-a-Service market
- Manufacturer profiles, manufacturing cost, and upstream and downstream analysis of global Contact Center-as-a-Service market
- Conclusion of the research report
- Appendix
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