Contact Center as a Service Market Synopsis

Contact Center as a Service Market Size is Valued at USD 6.16 Billion in 2023, and is Projected to Reach USD 23.33 Billion by 2032, Growing at a CAGR of 18.10% From 2024-2032.

CCaaS market is a market of cloud-based solutions that help organizations to manage customer interactions and communication, regardless of having its own contact center infrastructure. These services offer an array of service delivery modalities such as voice, email, chat, and social media, enabling an integrated approach to customer interaction. Some of the benefits of CCaaS include flexibility, scalability, and reduced costs, which is why many organizations are turning to it to enhance their customer service and manage their business processes more effectively. The market growth is fueled by the need for more customer-centric solutions, the developments in AI and machine learning technologies, and the change of business models with regards to remote/hybrid work culture.

• This paper will explore the factors that have contributed to the growth of the Contact Center as a Service (CCaaS) market. First of all, there is a high rate of growth in the demand for omnichannel customer service which is a major driver of the market. Customers want to engage with a business through voice, email, chat and social media among others and this has made it important for companies to deliver integrated customer experience. This is especially the case given the increased shift towards remote work, and the need for cloud-based models to support distributed teams. Further, the increased development of artificial intelligence (AI) and machine learning (ML) is improving the functions of CCaaS solutions, which increase the efficiency of customer engagement. These technologies enable predictive analytics, sentiment analysis and auto responses which enhance customer experience and business performance.
• In addition, the affordability and the ability to expand the use of CCaaS solutions are factors that make it popular across various sectors. The traditional on-premise contact center solutions are capital intensive to implement owing to the need for purchasing hardware and other physical infrastructure that are needed in the contact center. On the other hand, CCaaS is a service-based model that eliminates the need for large capital investments and enables organisations to expand or contract their operations as needed. This financial flexibility is especially beneficial for SMEs that are seeking to expand their customer service without having to spend a lot of money. Also, because CCaaS can be integrated with other business applications like the CRM and ERP systems, it enhances the overall effectiveness of business operations and offers a comprehensive view of the customer engagement, which has increased the uptake of CCaaS. Therefore, the CCaaS market is expected to expand further in the future due to such factors as technological innovations and the need for effective and flexible customer service solutions.

Contact Center as a Service Market Trend Analysis

Driving Customer Experience, Trends and Growth in the Contact Center as a Service (CCaaS) Market

• Currently, Contact Center as a Service (CCaaS) market is rapidly growing due to the need for cost-efficient, efficient and flexible customer experience management. There has been a shift from the traditional on-premise contact centers to cloud contact centers due to factors such as increased efficiency, reduced costs and better customer experience. AI and ML have become integral to CCaaS platforms and are transforming the customer interactions through analysis, automation, and tailored services. Further, the shift to remote work and the need to provide a smooth omnichannel experience for customers are driving the uptake of CCaaS to help companies deliver effective and efficient support through voice, email, chat, and social media channels.
• The CCaaS market is quite complex because it features both traditional titans and emerging challengers, which, in turn, contribute to the growth of the market and technological development. Genesys, NICE inContact, Five9, and Cisco are some of the major players in the market who are expanding their product portfolios with the latest features and integration to address the requirements of businesses.
• There has also been rising investments and alliances made by companies in order to broaden their market presence and improve their product offerings. For example, the adoption of CCaaS solutions has become widespread, and the integration of these solutions with Customer Relationship Management (CRM) systems and other enterprise applications is no longer an exception, as it allows for the optimization of business processes and increasing the level of understanding of the customer’s needs. Due to their focus on customer experience and customer retention, the CCaaS market is expected to expand rapidly, making it a highly promising field for future developments and growth.

Emerging Opportunities and Innovations in the Contact Center as a Service (CCaaS) Market

• It is for this reason that the Contact Center as a Service (CCaaS) market has a lot of potential given the fact that more and more customers are in search of more flexible and manageable customer service. Some of the most significant factors include the increasing adoption of cloud-based solutions that present numerous advantages such as increased agility, lower operational costs, and better scalability than conventional on-premise contact centers. This is mainly because CCaaS offers several advantages over traditional on-premise solutions, including the reduction of capital expenditure, enhanced business continuity and disaster recovery, and the ease of integrating with other cloud services. Also, factors such as enhanced focus on customer experience and availability of support services round the clock through voice, email, chat and social media platforms are driving the market forward. This trend is especially apparent in sectors like retail, healthcare, finance, and telecommunications, where the role of the customer is a key factor in company performance.
• In addition, the growth of artificial intelligence (AI), and machine learning (ML) is creating new possibilities in the CCaaS market. Technological innovations such as the use of artificial intelligence in the form of chatbots, virtual assistants or analytical tools have transformed the contact center environment by enabling better service delivery through personalization and proactivity. These technologies assist in automating the processes, minimizing on the time customers have to wait, and giving the agents the right context to address the customers’ needs. The integration of AI and ML in CCaaS is also enhancing the functionality of other features like sentiment analysis and speech recognition that enhance the customer experience. CCaaS is anticipated to experience strong growth due to the increasing focus on digital transformation and the customer experience, which will create many opportunities for vendors and service providers to enhance and expand their solutions.

Contact Center as a Service Market Segment Analysis:

Contact Center as a Service Market is segmented based on Function, Enterprise Size, and End User.

By Function, Call Recording segment is expected to dominate the market during the forecast period

• The Contact Center as a Service (CCaaS) market incorporates several features that are useful for customer interactions and managing processes. Some of the basic features include the Automatic Call Distribution (ACD) that directs the received calls to specific agents depending on certain criteria and the Call Recording option which helps to record and store the calls for further analysis and legal purposes.
• Customer Collaboration tools enable customer interactions with the service representatives via different modes including voice, email, and chat. Computer Telephony Integration (CTI) connects the telephonic system to the computer system which allows features like Auto Call Distribution and Screen Pops. Some of the other applications in the CCaaS market include analytics, workforce management, and artificial intelligence-based tools that help in improving the effectiveness of the contact centers and the experience of the customers.

By Enterprise Size, Small Enterprise segment held the largest share in 2023

• The Contact Center as a Service (CCaaS) market is segmented by the clients it serves, which includes large organizations as well as small and medium-sized enterprises (SMEs). Many large companies use CCaaS to support the large and complex customer service operations in various locations and branches, as it provides a means of integrating and managing the large and complex systems in the cloud with a view to cutting costs and increasing efficiency.
• These organizations employ sophisticated tools such as artificial intelligence and analytics, and automated workflows to increase customer engagement, and gain more comprehensive understanding of customers. On the other hand, SMEs opt to implement CCaaS due to the fact that it is cheaper and easy to implement, hence enabling them to offer excellent customer service without having to spend a lot of money in the process of putting the structure in place. The use of CCaaS means that SMEs are able to get the sophisticated tools and capabilities that larger organisations are able to afford hence being able to offer superior customer services.

Contact Center as a Service Market Regional Insights:

Asia Pacific is Expected to Dominate the Market Over the Forecast period

• Several factors are driving growth of the contact center as a service (CCaaS) market in the Asia Pacific (APAC) region. The high penetration of cloud services in the region and a growth in the overall digital ecosystem have further propelled the need for CCaaS. Many organizations in China, India, and Japan have also shifted their focus towards cloud-based contact center solutions to improve customer satisfaction, optimize the business processes, as well as cut down the costs. This shift is also underpinned by the increased adoption of newer technologies such as Artificial Intelligence (AI) and Machine Learning (ML), which are being incorporated into CCaaS solutions to enhance the delivery of customer services. In addition, the expanding e-commerce industry and the increasing number of SMEs also play a role in the growth of the market, as these entities need efficient, cost-effective, and scalable customer service solutions to fit their business expansion needs.
• Furthermore, the APAC CCaaS market is also driven by supportive government polices and strategies for the digitalization. For instance, the Indian government launched the Digital India program while the Chinese government focused on technology advancement is also promoting the adoption of cloud services. The COVID-19 pandemic has also played its role in the rapid development of digital technologies and the increased use of remote customer service options. Therefore, the market is experiencing an increase in the adoption of CCaaS solutions that can support omnichannel, have analytical features, and be integrated with CRMs. Currently, the leading international and regional CCaaS providers are concentrating on the APAC region by forming new partnerships, acquiring local companies, and investing in new data centers to meet the increasing need for secure and high-quality contact center services.

Active Key Players in the Contact Center as a Service Market

• Alcatel Lucent Enterprise (France)
• Avaya, Inc. (United States)
• Cisco Systems, Inc. (United States)
• Enghouse Interactive Inc. (Canada)
• Five9, Inc. (United States)
• Genesys (United States)
• Microsoft Corporation (United States)
• NICE inContact (United States)
• SAP SE (Germany)
• Unify Inc (Germany), and Others Major Players.

Key Industry Developments in the Contact Center as a Service Market:

• In October 2023 –Bharti Airtel, one of India's leading telecommunications service providers, introduced Airtel CCaaS (Contact Center as a Service), an industry-first omnichannel cloud platform. This new service unifies Voice-as-a-Service (VaaS), cloud, and top-tier contact center software, significantly reducing enterprises' investments and enabling instant, affordable contact center solutions. The platform will enable enterprises to get started on contact center solutions instantly at affordable monthly costs.

• In June 2023 — Verint launched its Open Contact Center as a Service (CCaaS) platform at the Engage 2023 customer conference. This next-generation platform provides organizations with flexibility and automation to enhance customer experience (CX) and reduce operating costs. Verint’s Open CCaaS Platform™ allows brands to future-proof their contact centers by integrating AI bots to augment human workforces. CEO Dan Bodner emphasized the need for open solutions to tackle strategic challenges, given the high industry labor spend of $2 trillion annually.

1. INTRODUCTION
   1. RESEARCH OBJECTIVES
   2. RESEARCH METHODOLOGY
   3. RESEARCH PROCESS
   4. SCOPE AND COVERAGE
      1. Market Definition
      2. Key Questions Answered
   5. MARKET SEGMENTATION
2. EXECUTIVE SUMMARY
3. MARKET OVERVIEW
4. GROWTH OPPORTUNITIES BY SEGMENT
5. MARKET LANDSCAPE
   1. PORTER’S FIVE FORCES ANALYSIS
      1. Bargaining Power Of Supplier
      2. Threat Of New Entrants
      3. Threat Of Substitutes
      4. Competitive Rivalry
      5. Bargaining Power Among Buyers
   2. INDUSTRY VALUE CHAIN ANALYSIS
   3. MARKET DYNAMICS
      1. Drivers
      2. Restraints
      3. Opportunities
      4. Challenges
   4. MARKET TREND ANALYSIS
   5. REGULATORY LANDSCAPE
   6. PESTLE ANALYSIS
   7. PRICE TREND ANALYSIS
   8. PATENT ANALYSIS
   9. TECHNOLOGY EVALUATION
   10. MARKET IMPACT OF THE RUSSIA-UKRAINE WAR
       1. Geopolitical Market Disruptions
       2. Supply Chain Disruptions
       3. Instability in Emerging Markets
   11. ECOSYSTEM
6. CONTACT CENTRE AS A SERVICE MARKET BY FUNCTION (2017-2032)
   1. CONTACT CENTRE AS A SERVICE MARKET SNAPSHOT AND GROWTH ENGINE
   2. MARKET OVERVIEW
   3. AUTOMATIC CALL DISTRIBUTION
      1. Introduction And Market Overview
      2. Historic And Forecasted Market Size in Value (2017 – 2032F)
      3. Historic And Forecasted Market Size in Volume (2017 – 2032F)
      4. Key Market Trends, Growth Factors And Opportunities
      5. Geographic Segmentation Analysis
   4. CALL RECORDING
   5. CUSTOMER COLLABORATION
   6. COMPUTER TELEPHONY INTEGRATION
   7. OTHERS
7. CONTACT CENTRE AS A SERVICE MARKET BY ENTERPRISE SIZE (2017-2032)
   1. CONTACT CENTRE AS A SERVICE MARKET SNAPSHOT AND GROWTH ENGINE
   2. MARKET OVERVIEW
   3. LARGE ENTERPRISES
      1. Introduction And Market Overview
      2. Historic And Forecasted Market Size in Value (2017 – 2032F)
      3. Historic And Forecasted Market Size in Volume (2017 – 2032F)
      4. Key Market Trends, Growth Factors And Opportunities
      5. Geographic Segmentation Analysis
   4. SMALL & MEDIUM ENTERPRISES
8. CONTACT CENTRE AS A SERVICE MARKET BY END USER (2017-2032)
   1. CONTACT CENTRE AS A SERVICE MARKET SNAPSHOT AND GROWTH ENGINE
   2. MARKET OVERVIEW
   3. BFSI
      1. Introduction And Market Overview
      2. Historic And Forecasted Market Size in Value (2017 – 2032F)
      3. Historic And Forecasted Market Size in Volume (2017 – 2032F)
      4. Key Market Trends, Growth Factors And Opportunities
      5. Geographic Segmentation Analysis
   4. CONSUMER GOODS & RETAIL
   5. GOVERNMENT
   6. HEALTHCARE
   7. IT & TELECOM
   8. TRAVEL & HOSPITALITY
   9. OTHERS
9. COMPANY PROFILES AND COMPETITIVE ANALYSIS
   1. COMPETITIVE LANDSCAPE
      1. Competitive Positioning
      2. CONTACT CENTRE AS A SERVICE Market Share By Manufacturer (2023)
      3. Industry BCG Matrix
      4. Heat Map Analysis
      5. Mergers & Acquisitions
   2. ALCATEL LUCENT ENTERPRISE (FRANCE)
      1. Company Overview
      2. Key Executives
      3. Company Snapshot
      4. Role of the Company in the Market
      5. Sustainability and Social Responsibility
      6. Operating Business Segments
      7. Product Portfolio
      8. Business Performance (Production Volume, Sales Volume, Sales Margin, Production Capacity, Capacity Utilization Rate)
      9. Key Strategic Moves And Recent Developments
      10. SWOT Analysis
   3. AVAYA, INC. (UNITED STATES)
   4. CISCO SYSTEMS, INC. (UNITED STATES)
   5. ENGHOUSE INTERACTIVE INC. (CANADA)
   6. FIVE9, INC. (UNITED STATES)
   7. GENESYS (UNITED STATES)
   8. MICROSOFT CORPORATION (UNITED STATES)
   9. NICE INCONTACT (UNITED STATES)
   10. SAP SE (GERMANY)
   11. UNIFY INC (GERMANY)
10. GLOBAL CONTACT CENTRE AS A SERVICE MARKET BY REGION
    1. OVERVIEW
    2. NORTH AMERICA
       1. Key Market Trends, Growth Factors And Opportunities
       2. Key Manufacturers
       3. Historic And Forecasted Market Size By Function
       4. Historic And Forecasted Market Size By Enterprise Size
       5. Historic And Forecasted Market Size By End User
       6. Historic And Forecasted Market Size By Country
          1. USA
          2. Canada
          3. Mexico
    3. EASTERN EUROPE
       1. Key Market Trends, Growth Factors And Opportunities
       2. Key Manufacturers
       3. Historic And Forecasted Market Size By Segments
       4. Historic And Forecasted Market Size By Country
          1. Russia
          2. Bulgaria
          3. The Czech Republic
          4. Hungary
          5. Poland
          6. Romania
          7. Rest Of Eastern Europe
    4. WESTERN EUROPE
       1. Key Market Trends, Growth Factors And Opportunities
       2. Key Manufacturers
       3. Historic And Forecasted Market Size By Segments
       4. Historic And Forecasted Market Size By Country
          1. Germany
          2. United Kingdom
          3. France
          4. The Netherlands
          5. Italy
          6. Spain
          7. Rest Of Western Europe
    5. ASIA PACIFIC
       1. Key Market Trends, Growth Factors And Opportunities
       2. Key Manufacturers
       3. Historic And Forecasted Market Size By Segments
       4. Historic And Forecasted Market Size By Country
          1. China
          2. India
          3. Japan
          4. South Korea
          5. Malaysia
          6. Thailand
          7. Vietnam
          8. The Philippines
          9. Australia
          10. New-Zealand
          11. Rest Of APAC
    6. MIDDLE EAST & AFRICA
       1. Key Market Trends, Growth Factors And Opportunities
       2. Key Manufacturers
       3. Historic And Forecasted Market Size By Segments
       4. Historic And Forecasted Market Size By Country
          1. Turkey
          2. Bahrain
          3. Kuwait
          4. Saudi Arabia
          5. Qatar
          6. UAE
          7. Israel
          8. South Africa
    7. SOUTH AMERICA
       1. Key Market Trends, Growth Factors And Opportunities
       2. Key Manufacturers
       3. Historic And Forecasted Market Size By Segments
       4. Historic And Forecasted Market Size By Country
          1. Brazil
          2. Argentina
          3. Rest of South America
11. INVESTMENT ANALYSIS
12. ANALYST VIEWPOINT AND CONCLUSION
    1. Recommendations and Concluding Analysis
    2. Potential Market Strategies

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)