Market Overview Of The Contact Center as a Service Market

The Contact Center as a Service Market Is Expected To Grow At A Significant Growth Rate, And The Analysis Period Is 2022-2028, Considering The Base Year As 2021.

Contact Center as a Service (CCaaS) is a software deployment model that is referred to as a cloud-based contact center or platform in which the company buys only the technology they need and it is operated by the vendors which reduces the internal IT support needed. Contact Center as a Service is a cloud-based customer service application that acts as a central hub for customer interaction, any type of high-volume interaction with an audience. It can track communication through voice, and digital channels like web chat, text messaging, and email. Sometimes Contact Center as a Service is referred to as skills-based routings because routing the contacts from all communication channels intelligently is the main purpose of it. A number of companies are maintaining and developing cloud contact centers to improve flexibility and operational functionality for users. For instance, ServiceNow launched the Amazon Connect Integration with Cloud Call Center in April 2020. This cloud contact center solution provides better IT support functionalities to employees. In addition to this, numerous companies offer artificial intelligence-based cloud contact center solutions to meet the needs of the changing customer and increase accuracy. For instance, in October 2021, the AI-based Automation Anywhere for Contact Centers a cloud-native solution launched by Automation Anywhere, Inc. provides faster customer service. Thus, the growing investment in the development of contact centers by various organizations that supports the growth of the market.

Market Dynamics And Factors Of The Contact Center as a Service Market

Drivers:

  • Growing Popularity of Cloud Based Software as a Service Among the Several Organizations

Restraints:

  • Growing Concern About Data Security Limits the Growth of Market

Opportunities:

  • Several Companies Focused on Developing Cloud Contact Centers

COVID-19 Impact On The Contact Center as a Service Market

COVID-19's effects have significantly altered the business of various industries. Owing to traveling restrictions, supply chain disruption, social distancing, and other government stringent regulations, several industries adopted work-from-home facilities. The contact center as a service model offers remote location working capabilities. Thus, various businesses are adopted cloud-based solutions due to their scalability and flexibility advantages. During the pandemic growing the number of online transactions and rising online purchases increased the need for cloud-based solution need. The contact centers provide information about travel and the healthcare industry; thus, their demand increased during the Covid-19 period. Henceforth, the prevalence of Covid-19 had a positive impact on the Contact Center as a Service Market.

Key Players For The Contact Center as a Service Market

  • Alcatel Lucent Enterprise
  • Avaya, Inc.
  • Cisco Systems, Inc.
  • Enghouse Interactive Inc.
  • Five9, Inc.
  • Genesys
  • Microsoft Corporation
  • NICE inContact
  • SAP SE
  • Unify Inc And Other Major Players.

Key Industry Developments In The Contact Center as a Service Market

In June 2021, the Talkdesk community is an engagement platform launched by Talkdesk, Inc. " for contact center specialists to share best practices and enhance customer experience. It allows employees, consumers, and members to interact and gain exclusive advice and ideas from users around the world

Global Contact Center as a Service Market

Base Year:

2021

Forecast Period:

2022-2028

Historical Data:

2016 to 2020

Market Size in 2021:

USD XX Bn.

Forecast Period 2022-28 CAGR:

XX%

Market Size in 2028:

USD XX Bn.

Segments Covered:

By Function

  • Automatic Call Distribution
  • Call Recording
  • Customer Collaboration
  • Computer Telephony Integration
  • Others

By Enterprise Size

  • Large Enterprises
  • Small & Medium Enterprises

By End Users

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

By Region

  • North America (U.S., Canada, Mexico)
  • Europe (Germany, U.K., France, Italy, Russia, Spain, Rest of Europe)
  • Asia-Pacific (China, India, Japan, Singapore, Australia, New Zealand, Rest of APAC)
  • Middle East & Africa (Turkey, Saudi Arabia, Iran, UAE, Africa, Rest of MEA)
  • South America (Brazil, Argentina, Rest of SA)

Key Market Drivers:

  • Growing Popularity of Cloud Based Software as a Service Among the Several Organizations

Key Market Restraints:

  • Growing Concern About Data Security Limits the Growth of Market

Key Opportunities:

  • Several Companies Focused on Developing Cloud Contact Centers

Companies Covered in the report:

  • Alcatel Lucent Enterprise, Avaya Inc., Cisco Systems Inc., Enghouse Interactive Inc., Five9 Inc., and Other major players.

Chapter 1: Introduction
 1.1 Research Objectives
 1.2 Research Methodology
 1.3 Research Process
 1.4 Scope and Coverage
  1.4.1 Market Definition
  1.4.2 Key Questions Answered
 1.5 Market Segmentation

Chapter 2:Executive Summary

Chapter 3:Growth Opportunities By Segment
 3.1 By Function
 3.2 By Application
 3.3 By Enterprise Size

Chapter 4: Market Landscape
 4.1 Porter's Five Forces Analysis
  4.1.1 Bargaining Power of Supplier
  4.1.2 Threat of New Entrants
  4.1.3 Threat of Substitutes
  4.1.4 Competitive Rivalry
  4.1.5 Bargaining Power Among Buyers
 4.2 Industry Value Chain Analysis
 4.3 Market Dynamics
  4.3.1 Drivers
  4.3.2 Restraints
  4.3.3 Opportunities
  4.5.4 Challenges
 4.4 Pestle Analysis
 4.5 Technological Roadmap
 4.6 Regulatory Landscape
 4.7 SWOT Analysis
 4.8 Price Trend Analysis
 4.9 Patent Analysis
 4.10 Analysis of the Impact of Covid-19
  4.10.1 Impact on the Overall Market
  4.10.2 Impact on the Supply Chain
  4.10.3 Impact on the Key Manufacturers
  4.10.4 Impact on the Pricing

Chapter 5: Contact Center as a Service Market by Function
 5.1 Contact Center as a Service Market Overview Snapshot and Growth Engine
 5.2 Contact Center as a Service Market Overview
 5.3 Automatic Call Distribution
  5.3.1 Introduction and Market Overview
  5.3.2 Historic and Forecasted Market Size (2016-2028F)
  5.3.3 Key Market Trends, Growth Factors and Opportunities
  5.3.4 Automatic Call Distribution: Geographic Segmentation
 5.4 Call Recording
  5.4.1 Introduction and Market Overview
  5.4.2 Historic and Forecasted Market Size (2016-2028F)
  5.4.3 Key Market Trends, Growth Factors and Opportunities
  5.4.4 Call Recording: Geographic Segmentation
 5.5 Customer Collaboration
  5.5.1 Introduction and Market Overview
  5.5.2 Historic and Forecasted Market Size (2016-2028F)
  5.5.3 Key Market Trends, Growth Factors and Opportunities
  5.5.4 Customer Collaboration: Geographic Segmentation
 5.6 Computer Telephony Integration
  5.6.1 Introduction and Market Overview
  5.6.2 Historic and Forecasted Market Size (2016-2028F)
  5.6.3 Key Market Trends, Growth Factors and Opportunities
  5.6.4 Computer Telephony Integration: Geographic Segmentation
 5.7 Others
  5.7.1 Introduction and Market Overview
  5.7.2 Historic and Forecasted Market Size (2016-2028F)
  5.7.3 Key Market Trends, Growth Factors and Opportunities
  5.7.4 Others: Geographic Segmentation

Chapter 6: Contact Center as a Service Market by Application
 6.1 Contact Center as a Service Market Overview Snapshot and Growth Engine
 6.2 Contact Center as a Service Market Overview
 6.3 Network
  6.3.1 Introduction and Market Overview
  6.3.2 Historic and Forecasted Market Size (2016-2028F)
  6.3.3 Key Market Trends, Growth Factors and Opportunities
  6.3.4 Network: Geographic Segmentation
 6.4 Web
  6.4.1 Introduction and Market Overview
  6.4.2 Historic and Forecasted Market Size (2016-2028F)
  6.4.3 Key Market Trends, Growth Factors and Opportunities
  6.4.4 Web: Geographic Segmentation
 6.5 Email
  6.5.1 Introduction and Market Overview
  6.5.2 Historic and Forecasted Market Size (2016-2028F)
  6.5.3 Key Market Trends, Growth Factors and Opportunities
  6.5.4 Email: Geographic Segmentation
 6.6 Cloud Database Security
  6.6.1 Introduction and Market Overview
  6.6.2 Historic and Forecasted Market Size (2016-2028F)
  6.6.3 Key Market Trends, Growth Factors and Opportunities
  6.6.4 Cloud Database Security: Geographic Segmentation

Chapter 7: Contact Center as a Service Market by Enterprise Size
 7.1 Contact Center as a Service Market Overview Snapshot and Growth Engine
 7.2 Contact Center as a Service Market Overview
 7.3 Large Enterprises
  7.3.1 Introduction and Market Overview
  7.3.2 Historic and Forecasted Market Size (2016-2028F)
  7.3.3 Key Market Trends, Growth Factors and Opportunities
  7.3.4 Large Enterprises: Geographic Segmentation
 7.4 Small & Medium Enterprises
  7.4.1 Introduction and Market Overview
  7.4.2 Historic and Forecasted Market Size (2016-2028F)
  7.4.3 Key Market Trends, Growth Factors and Opportunities
  7.4.4 Small & Medium Enterprises: Geographic Segmentation

Chapter 8: Company Profiles and Competitive Analysis
 8.1 Competitive Landscape
  8.1.1 Competitive Positioning
  8.1.2 Contact Center as a Service Sales and Market Share By Players
  8.1.3 Industry BCG Matrix
  8.1.4 Heat Map Analysis
  8.1.5 Contact Center as a Service Industry Concentration Ratio (CR5 and HHI)
  8.1.6 Top 5 Contact Center as a Service Players Market Share
  8.1.7 Mergers and Acquisitions
  8.1.8 Business Strategies By Top Players
 8.2 ALCATEL LUCENT ENTERPRISE
  8.2.1 Company Overview
  8.2.2 Key Executives
  8.2.3 Company Snapshot
  8.2.4 Operating Business Segments
  8.2.5 Product Portfolio
  8.2.6 Business Performance
  8.2.7 Key Strategic Moves and Recent Developments
  8.2.8 SWOT Analysis
 8.3 AVAYA INC.
 8.4 CISCO SYSTEMS INC.
 8.5 ENGHOUSE INTERACTIVE INC.
 8.6 FIVE9 INC.
 8.7 GENESYS
 8.8 MICROSOFT CORPORATION
 8.9 NICE INCONTACT
 8.10 SAP SE
 8.11 UNIFY INC.
 8.12 OTHER MAJOR PLAYERS

Chapter 9: Global Contact Center as a Service Market Analysis, Insights and Forecast, 2016-2028
 9.1 Market Overview
 9.2 Historic and Forecasted Market Size By Function
  9.2.1 Automatic Call Distribution
  9.2.2 Call Recording
  9.2.3 Customer Collaboration
  9.2.4 Computer Telephony Integration
  9.2.5 Others
 9.3 Historic and Forecasted Market Size By Application
  9.3.1 Network
  9.3.2 Web
  9.3.3 Email
  9.3.4 Cloud Database Security
 9.4 Historic and Forecasted Market Size By Enterprise Size
  9.4.1 Large Enterprises
  9.4.2 Small & Medium Enterprises

Chapter 10: North America Contact Center as a Service Market Analysis, Insights and Forecast, 2016-2028
 10.1 Key Market Trends, Growth Factors and Opportunities
 10.2 Impact of Covid-19
 10.3 Key Players
 10.4 Key Market Trends, Growth Factors and Opportunities
 10.4 Historic and Forecasted Market Size By Function
  10.4.1 Automatic Call Distribution
  10.4.2 Call Recording
  10.4.3 Customer Collaboration
  10.4.4 Computer Telephony Integration
  10.4.5 Others
 10.5 Historic and Forecasted Market Size By Application
  10.5.1 Network
  10.5.2 Web
  10.5.3 Email
  10.5.4 Cloud Database Security
 10.6 Historic and Forecasted Market Size By Enterprise Size
  10.6.1 Large Enterprises
  10.6.2 Small & Medium Enterprises
 10.7 Historic and Forecast Market Size by Country
  10.7.1 U.S.
  10.7.2 Canada
  10.7.3 Mexico

Chapter 11: Europe Contact Center as a Service Market Analysis, Insights and Forecast, 2016-2028
 11.1 Key Market Trends, Growth Factors and Opportunities
 11.2 Impact of Covid-19
 11.3 Key Players
 11.4 Key Market Trends, Growth Factors and Opportunities
 11.4 Historic and Forecasted Market Size By Function
  11.4.1 Automatic Call Distribution
  11.4.2 Call Recording
  11.4.3 Customer Collaboration
  11.4.4 Computer Telephony Integration
  11.4.5 Others
 11.5 Historic and Forecasted Market Size By Application
  11.5.1 Network
  11.5.2 Web
  11.5.3 Email
  11.5.4 Cloud Database Security
 11.6 Historic and Forecasted Market Size By Enterprise Size
  11.6.1 Large Enterprises
  11.6.2 Small & Medium Enterprises
 11.7 Historic and Forecast Market Size by Country
  11.7.1 Germany
  11.7.2 U.K.
  11.7.3 France
  11.7.4 Italy
  11.7.5 Russia
  11.7.6 Spain
  11.7.7 Rest of Europe

Chapter 12: Asia-Pacific Contact Center as a Service Market Analysis, Insights and Forecast, 2016-2028
 12.1 Key Market Trends, Growth Factors and Opportunities
 12.2 Impact of Covid-19
 12.3 Key Players
 12.4 Key Market Trends, Growth Factors and Opportunities
 12.4 Historic and Forecasted Market Size By Function
  12.4.1 Automatic Call Distribution
  12.4.2 Call Recording
  12.4.3 Customer Collaboration
  12.4.4 Computer Telephony Integration
  12.4.5 Others
 12.5 Historic and Forecasted Market Size By Application
  12.5.1 Network
  12.5.2 Web
  12.5.3 Email
  12.5.4 Cloud Database Security
 12.6 Historic and Forecasted Market Size By Enterprise Size
  12.6.1 Large Enterprises
  12.6.2 Small & Medium Enterprises
 12.7 Historic and Forecast Market Size by Country
  12.7.1 China
  12.7.2 India
  12.7.3 Japan
  12.7.4 Singapore
  12.7.5 Australia
  12.7.6 New Zealand
  12.7.7 Rest of APAC

Chapter 13: Middle East & Africa Contact Center as a Service Market Analysis, Insights and Forecast, 2016-2028
 13.1 Key Market Trends, Growth Factors and Opportunities
 13.2 Impact of Covid-19
 13.3 Key Players
 13.4 Key Market Trends, Growth Factors and Opportunities
 13.4 Historic and Forecasted Market Size By Function
  13.4.1 Automatic Call Distribution
  13.4.2 Call Recording
  13.4.3 Customer Collaboration
  13.4.4 Computer Telephony Integration
  13.4.5 Others
 13.5 Historic and Forecasted Market Size By Application
  13.5.1 Network
  13.5.2 Web
  13.5.3 Email
  13.5.4 Cloud Database Security
 13.6 Historic and Forecasted Market Size By Enterprise Size
  13.6.1 Large Enterprises
  13.6.2 Small & Medium Enterprises
 13.7 Historic and Forecast Market Size by Country
  13.7.1 Turkey
  13.7.2 Saudi Arabia
  13.7.3 Iran
  13.7.4 UAE
  13.7.5 Africa
  13.7.6 Rest of MEA

Chapter 14: South America Contact Center as a Service Market Analysis, Insights and Forecast, 2016-2028
 14.1 Key Market Trends, Growth Factors and Opportunities
 14.2 Impact of Covid-19
 14.3 Key Players
 14.4 Key Market Trends, Growth Factors and Opportunities
 14.4 Historic and Forecasted Market Size By Function
  14.4.1 Automatic Call Distribution
  14.4.2 Call Recording
  14.4.3 Customer Collaboration
  14.4.4 Computer Telephony Integration
  14.4.5 Others
 14.5 Historic and Forecasted Market Size By Application
  14.5.1 Network
  14.5.2 Web
  14.5.3 Email
  14.5.4 Cloud Database Security
 14.6 Historic and Forecasted Market Size By Enterprise Size
  14.6.1 Large Enterprises
  14.6.2 Small & Medium Enterprises
 14.7 Historic and Forecast Market Size by Country
  14.7.1 Brazil
  14.7.2 Argentina
  14.7.3 Rest of SA

Chapter 15 Investment Analysis

Chapter 16 Analyst Viewpoint and Conclusion

Global Contact Center as a Service Market

Base Year:

2021

Forecast Period:

2022-2028

Historical Data:

2016 to 2020

Market Size in 2021:

USD XX Bn.

Forecast Period 2022-28 CAGR:

XX%

Market Size in 2028:

USD XX Bn.

Segments Covered:

By Function

  • Automatic Call Distribution
  • Call Recording
  • Customer Collaboration
  • Computer Telephony Integration
  • Others

By Enterprise Size

  • Large Enterprises
  • Small & Medium Enterprises

By End Users

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

By Region

  • North America (U.S., Canada, Mexico)
  • Europe (Germany, U.K., France, Italy, Russia, Spain, Rest of Europe)
  • Asia-Pacific (China, India, Japan, Singapore, Australia, New Zealand, Rest of APAC)
  • Middle East & Africa (Turkey, Saudi Arabia, Iran, UAE, Africa, Rest of MEA)
  • South America (Brazil, Argentina, Rest of SA)

Key Market Drivers:

  • Growing Popularity of Cloud Based Software as a Service Among the Several Organizations

Key Market Restraints:

  • Growing Concern About Data Security Limits the Growth of Market

Key Opportunities:

  • Several Companies Focused on Developing Cloud Contact Centers

Companies Covered in the report:

  • Alcatel Lucent Enterprise, Avaya Inc., Cisco Systems Inc., Enghouse Interactive Inc., Five9 Inc., and Other major players.

LIST OF TABLES

TABLE 001. EXECUTIVE SUMMARY
TABLE 002. CONTACT CENTER AS A SERVICE MARKET BARGAINING POWER OF SUPPLIERS
TABLE 003. CONTACT CENTER AS A SERVICE MARKET BARGAINING POWER OF CUSTOMERS
TABLE 004. CONTACT CENTER AS A SERVICE MARKET COMPETITIVE RIVALRY
TABLE 005. CONTACT CENTER AS A SERVICE MARKET THREAT OF NEW ENTRANTS
TABLE 006. CONTACT CENTER AS A SERVICE MARKET THREAT OF SUBSTITUTES
TABLE 007. CONTACT CENTER AS A SERVICE MARKET BY FUNCTION
TABLE 008. AUTOMATIC CALL DISTRIBUTION MARKET OVERVIEW (2016-2028)
TABLE 009. CALL RECORDING MARKET OVERVIEW (2016-2028)
TABLE 010. CUSTOMER COLLABORATION MARKET OVERVIEW (2016-2028)
TABLE 011. COMPUTER TELEPHONY INTEGRATION MARKET OVERVIEW (2016-2028)
TABLE 012. OTHERS MARKET OVERVIEW (2016-2028)
TABLE 013. CONTACT CENTER AS A SERVICE MARKET BY APPLICATION
TABLE 014. NETWORK MARKET OVERVIEW (2016-2028)
TABLE 015. WEB MARKET OVERVIEW (2016-2028)
TABLE 016. EMAIL MARKET OVERVIEW (2016-2028)
TABLE 017. CLOUD DATABASE SECURITY MARKET OVERVIEW (2016-2028)
TABLE 018. CONTACT CENTER AS A SERVICE MARKET BY ENTERPRISE SIZE
TABLE 019. LARGE ENTERPRISES MARKET OVERVIEW (2016-2028)
TABLE 020. SMALL & MEDIUM ENTERPRISES MARKET OVERVIEW (2016-2028)
TABLE 021. NORTH AMERICA CONTACT CENTER AS A SERVICE MARKET, BY FUNCTION (2016-2028)
TABLE 022. NORTH AMERICA CONTACT CENTER AS A SERVICE MARKET, BY APPLICATION (2016-2028)
TABLE 023. NORTH AMERICA CONTACT CENTER AS A SERVICE MARKET, BY ENTERPRISE SIZE (2016-2028)
TABLE 024. N CONTACT CENTER AS A SERVICE MARKET, BY COUNTRY (2016-2028)
TABLE 025. EUROPE CONTACT CENTER AS A SERVICE MARKET, BY FUNCTION (2016-2028)
TABLE 026. EUROPE CONTACT CENTER AS A SERVICE MARKET, BY APPLICATION (2016-2028)
TABLE 027. EUROPE CONTACT CENTER AS A SERVICE MARKET, BY ENTERPRISE SIZE (2016-2028)
TABLE 028. CONTACT CENTER AS A SERVICE MARKET, BY COUNTRY (2016-2028)
TABLE 029. ASIA PACIFIC CONTACT CENTER AS A SERVICE MARKET, BY FUNCTION (2016-2028)
TABLE 030. ASIA PACIFIC CONTACT CENTER AS A SERVICE MARKET, BY APPLICATION (2016-2028)
TABLE 031. ASIA PACIFIC CONTACT CENTER AS A SERVICE MARKET, BY ENTERPRISE SIZE (2016-2028)
TABLE 032. CONTACT CENTER AS A SERVICE MARKET, BY COUNTRY (2016-2028)
TABLE 033. MIDDLE EAST & AFRICA CONTACT CENTER AS A SERVICE MARKET, BY FUNCTION (2016-2028)
TABLE 034. MIDDLE EAST & AFRICA CONTACT CENTER AS A SERVICE MARKET, BY APPLICATION (2016-2028)
TABLE 035. MIDDLE EAST & AFRICA CONTACT CENTER AS A SERVICE MARKET, BY ENTERPRISE SIZE (2016-2028)
TABLE 036. CONTACT CENTER AS A SERVICE MARKET, BY COUNTRY (2016-2028)
TABLE 037. SOUTH AMERICA CONTACT CENTER AS A SERVICE MARKET, BY FUNCTION (2016-2028)
TABLE 038. SOUTH AMERICA CONTACT CENTER AS A SERVICE MARKET, BY APPLICATION (2016-2028)
TABLE 039. SOUTH AMERICA CONTACT CENTER AS A SERVICE MARKET, BY ENTERPRISE SIZE (2016-2028)
TABLE 040. CONTACT CENTER AS A SERVICE MARKET, BY COUNTRY (2016-2028)
TABLE 041. ALCATEL LUCENT ENTERPRISE: SNAPSHOT
TABLE 042. ALCATEL LUCENT ENTERPRISE: BUSINESS PERFORMANCE
TABLE 043. ALCATEL LUCENT ENTERPRISE: PRODUCT PORTFOLIO
TABLE 044. ALCATEL LUCENT ENTERPRISE: KEY STRATEGIC MOVES AND DEVELOPMENTS
TABLE 044. AVAYA INC.: SNAPSHOT
TABLE 045. AVAYA INC.: BUSINESS PERFORMANCE
TABLE 046. AVAYA INC.: PRODUCT PORTFOLIO
TABLE 047. AVAYA INC.: KEY STRATEGIC MOVES AND DEVELOPMENTS
TABLE 047. CISCO SYSTEMS INC.: SNAPSHOT
TABLE 048. CISCO SYSTEMS INC.: BUSINESS PERFORMANCE
TABLE 049. CISCO SYSTEMS INC.: PRODUCT PORTFOLIO
TABLE 050. CISCO SYSTEMS INC.: KEY STRATEGIC MOVES AND DEVELOPMENTS
TABLE 050. ENGHOUSE INTERACTIVE INC.: SNAPSHOT
TABLE 051. ENGHOUSE INTERACTIVE INC.: BUSINESS PERFORMANCE
TABLE 052. ENGHOUSE INTERACTIVE INC.: PRODUCT PORTFOLIO
TABLE 053. ENGHOUSE INTERACTIVE INC.: KEY STRATEGIC MOVES AND DEVELOPMENTS
TABLE 053. FIVE9 INC.: SNAPSHOT
TABLE 054. FIVE9 INC.: BUSINESS PERFORMANCE
TABLE 055. FIVE9 INC.: PRODUCT PORTFOLIO
TABLE 056. FIVE9 INC.: KEY STRATEGIC MOVES AND DEVELOPMENTS
TABLE 056. GENESYS: SNAPSHOT
TABLE 057. GENESYS: BUSINESS PERFORMANCE
TABLE 058. GENESYS: PRODUCT PORTFOLIO
TABLE 059. GENESYS: KEY STRATEGIC MOVES AND DEVELOPMENTS
TABLE 059. MICROSOFT CORPORATION: SNAPSHOT
TABLE 060. MICROSOFT CORPORATION: BUSINESS PERFORMANCE
TABLE 061. MICROSOFT CORPORATION: PRODUCT PORTFOLIO
TABLE 062. MICROSOFT CORPORATION: KEY STRATEGIC MOVES AND DEVELOPMENTS
TABLE 062. NICE INCONTACT: SNAPSHOT
TABLE 063. NICE INCONTACT: BUSINESS PERFORMANCE
TABLE 064. NICE INCONTACT: PRODUCT PORTFOLIO
TABLE 065. NICE INCONTACT: KEY STRATEGIC MOVES AND DEVELOPMENTS
TABLE 065. SAP SE: SNAPSHOT
TABLE 066. SAP SE: BUSINESS PERFORMANCE
TABLE 067. SAP SE: PRODUCT PORTFOLIO
TABLE 068. SAP SE: KEY STRATEGIC MOVES AND DEVELOPMENTS
TABLE 068. UNIFY INC.: SNAPSHOT
TABLE 069. UNIFY INC.: BUSINESS PERFORMANCE
TABLE 070. UNIFY INC.: PRODUCT PORTFOLIO
TABLE 071. UNIFY INC.: KEY STRATEGIC MOVES AND DEVELOPMENTS
TABLE 071. OTHER MAJOR PLAYERS: SNAPSHOT
TABLE 072. OTHER MAJOR PLAYERS: BUSINESS PERFORMANCE
TABLE 073. OTHER MAJOR PLAYERS: PRODUCT PORTFOLIO
TABLE 074. OTHER MAJOR PLAYERS: KEY STRATEGIC MOVES AND DEVELOPMENTS

LIST OF FIGURES

FIGURE 001. YEARS CONSIDERED FOR ANALYSIS
FIGURE 002. SCOPE OF THE STUDY
FIGURE 003. CONTACT CENTER AS A SERVICE MARKET OVERVIEW BY REGIONS
FIGURE 004. PORTER'S FIVE FORCES ANALYSIS
FIGURE 005. BARGAINING POWER OF SUPPLIERS
FIGURE 006. COMPETITIVE RIVALRYFIGURE 007. THREAT OF NEW ENTRANTS
FIGURE 008. THREAT OF SUBSTITUTES
FIGURE 009. VALUE CHAIN ANALYSIS
FIGURE 010. PESTLE ANALYSIS
FIGURE 011. CONTACT CENTER AS A SERVICE MARKET OVERVIEW BY FUNCTION
FIGURE 012. AUTOMATIC CALL DISTRIBUTION MARKET OVERVIEW (2016-2028)
FIGURE 013. CALL RECORDING MARKET OVERVIEW (2016-2028)
FIGURE 014. CUSTOMER COLLABORATION MARKET OVERVIEW (2016-2028)
FIGURE 015. COMPUTER TELEPHONY INTEGRATION MARKET OVERVIEW (2016-2028)
FIGURE 016. OTHERS MARKET OVERVIEW (2016-2028)
FIGURE 017. CONTACT CENTER AS A SERVICE MARKET OVERVIEW BY APPLICATION
FIGURE 018. NETWORK MARKET OVERVIEW (2016-2028)
FIGURE 019. WEB MARKET OVERVIEW (2016-2028)
FIGURE 020. EMAIL MARKET OVERVIEW (2016-2028)
FIGURE 021. CLOUD DATABASE SECURITY MARKET OVERVIEW (2016-2028)
FIGURE 022. CONTACT CENTER AS A SERVICE MARKET OVERVIEW BY ENTERPRISE SIZE
FIGURE 023. LARGE ENTERPRISES MARKET OVERVIEW (2016-2028)
FIGURE 024. SMALL & MEDIUM ENTERPRISES MARKET OVERVIEW (2016-2028)
FIGURE 025. NORTH AMERICA CONTACT CENTER AS A SERVICE MARKET OVERVIEW BY COUNTRY (2016-2028)
FIGURE 026. EUROPE CONTACT CENTER AS A SERVICE MARKET OVERVIEW BY COUNTRY (2016-2028)
FIGURE 027. ASIA PACIFIC CONTACT CENTER AS A SERVICE MARKET OVERVIEW BY COUNTRY (2016-2028)
FIGURE 028. MIDDLE EAST & AFRICA CONTACT CENTER AS A SERVICE MARKET OVERVIEW BY COUNTRY (2016-2028)
FIGURE 029. SOUTH AMERICA CONTACT CENTER AS A SERVICE MARKET OVERVIEW BY COUNTRY (2016-2028)

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Frequently Asked Questions :

What would be forecast period in the Contact Center as a Service Market research report?

The forecast period in the Contact Center as a Service Market research report is 2022-2028.

Who are the key players in Contact Center as a Service Market?

Alcatel Lucent Enterprise, Avaya Inc., Cisco Systems Inc., Enghouse Interactive Inc., Five9 Inc., Genesys, Microsoft Corporation, NICE inContact, SAP SE, Unify Inc., and other major players.

What are the segments of the Contact Center as a Service Market?

The Contact Center as a Service Market is segmented into Function, Enterprise Size, and region. By Function, the market is categorized into Automatic Call Distribution, Call Recording, Customer Collaboration, Computer Telephony Integration, and Others. By Enterprise Size, the market is categorized into Large Enterprises, Small & Medium Enterprises. By region, it is analyzed across North America (U.S.; Canada; Mexico), Europe (Germany; U.K.; France; Italy; Russia; Spain etc.), Asia-Pacific (China; India; Japan; Southeast Asia etc.), South America (Brazil; Argentina etc.), Middle East & Africa (Saudi Arabia; South Africa etc.).

What is the Contact Center as a Service Market?

Contact Center as a Service (CCaaS) is a software deployment model that is referred to as a cloud-based contact center or platform in which the company buys only the technology they need and it is operated by the vendors which reduces the internal IT support needed. Contact Center as a Service is a cloud-based customer service application that acts as a central hub for customer interaction, any type of high-volume interaction with an audience. It can track communication through voice, and digital channels like web chat, text messaging, and email.

How big is the Contact Center as a Service Market?

The Contact Center as a Service Market is expected to grow at a significant growth rate, and the analysis period is 2022-2028, considering the base year as 2021.