The market for contact centres as a service is anticipated to be worth US$ 4.5 billion in 2022 and US$ 16 billion by 2032, representing a CAGR of 13.52% over the forecast period of 2022–2032. The market’s expansion may be due to the rising use of cutting-edge contact centre technologies, which are structuring customer contacts to provide a better customer experience and improve the market’s functionality.
Cloud contact centres are being developed by market participants to improve operational performance for users, which is anticipated to drive market growth during the anticipated time frame. The market for contact centres as services has grown thanks to the increasing use of cloud-based software as services and chatbots powered by AI. application programming interfaces are being launched by an increasing number of businesses.
The Contact Center as a Service (CCaaS) market is a growing industry that provides businesses with a cloud-based solution for managing their customer interactions. CCaaS platforms offer a range of features, including call routing, automatic call distribution, interactive voice response, and customer relationship management (CRM) integrations.
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CCaaS platforms are typically used by businesses with high call volumes or those that require a high level of customer service, such as e-commerce companies, financial institutions, and healthcare providers. CCaaS platforms offer a range of benefits, including the ability to quickly and easily scale up or down, reduce costs, and improve customer service.
Some of the most popular CCaaS platforms include Amazon Connect, Five9, and Genesys Cloud. These platforms offer a range of features and pricing models to meet the needs of businesses of all sizes.
The CCaaS market is driven by several factors, including the increasing demand for flexible and remote work solutions, the growing popularity of cloud-based software, and the need for businesses to improve their customer service offerings. CCaaS platforms offer businesses the ability to manage customer interactions across a range of channels, including voice, chat, email, and social media, providing 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. On the basis of 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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Table of Content
1. Executive Summary
1.1. Global Market Overview
1.2. Demand Side Trends
1.3. Supply Side Trends
1.4. FMI Analysis and Recommendations
2. Market Overview
2.1. Market Coverage / Taxonomy
2.2. Market Introduction and Definition
3. Market Background and Foundation Data Points
3.1. Need of the Hour for Industries
3.2. – Strategic Priorities
3.3. Life Cycle Stage
3.4. Importance of Technology
3.5. Use Cases of Contact Center as a Service
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