Source: Secondary Research, Primary Research, MRFR Database and Analyst Review
Contact Center as a Service Regional Insights
By region, the study provides market insights into North America, Europe, Asia-Pacific, and the Rest of the World. Asia Pacific is expected to be the fastest-growing regional market. The region's e-commerce business is contributing significantly to the growing demand for CCaaS solutions in contact centers. The region's promising pace of industrial expansion and development is expected to create opportunities for regional ccaas market growth.
Further, the major countries studied in the market report are The U.S., Canada, Germany, France, the UK, Italy, Spain, China, Japan, India, Australia, South Korea, and Brazil
Figure 3: CONTACT CENTER AS A SERVICE MARKET SHARE BY REGION 2021 (%)
Source: Secondary Research, Primary Research, MRFR Database and Analyst Review
Europe’s Contact Center as a Service market accounts for the second-largest market share. This is due to the presence of several developed countries in Europe, such as the UK, Germany, France, and Italy, which have a large number of businesses adopting Contact Center as a Service solution. Additionally, the increasing adoption of cloud technology and the growing demand for cost-effective customer service solutions are also driving the growth of the Contact Center as a Service market in Europe.
The region is expected to continue to show significant growth in the coming years, driven by the increasing adoption of advanced Contact Centers as a Service solution by businesses. Further, the Germany Contact Center as a Service market held the largest market share, and the UK Contact Center as a Service market was the fastest-growing market in the European region.
In North America, Contact Center as a Service market is expected to hold the largest market share. The region's fast-paced digital transformation and growing need for omnichannel service delivery, combined with the adoption of emerging technologies like AI, is boosting future-oriented technology acquisitions and investments. Several companies in the region are moving to cloud-based services. Over the forecast period, this is expected to generate potential prospects for the regional market. Moreover, the U.S. Contact Center as a Service market held the largest market share, and the Canada Contact Center as a Service market was the fastest-growing market in the North American region.
Contact Center as a Service Key Market Players & Competitive Insights
Major market players are spending a lot of money on R&D to increase their product lines, which will help the Contact Center as a Service market grow even more. Market participants are also taking a range of strategic initiatives to grow their worldwide footprint, with key market developments such as new product launches, contractual agreements, mergers and acquisitions, increased investments, and collaboration with other organizations. Competitors in the Contact Center as a Service industry must offer cost-effective items to expand and survive in an increasingly competitive and rising market environment.
The major market players are investing a lot of money in R&D to expand their product lines, which will spur further market growth for Contact Center as a Service. With significant market development like new product releases, contractual agreements, mergers and acquisitions, increased investments, and collaboration with other organizations, market participants are also undertaking various strategic activities to expand their presence. To grow and thrive in a market climate that is becoming more competitive and growing, competitors in the Contact Center as a Service industry must offer affordable products.
Manufacturing locally to cut operating costs is one of the main business tactics manufacturers use in the Contact Center as a Service industry to benefit customers and expand the market sector. The Contact Center as a Service market has recently given medicine some of the most important advantages. Major Contact Center as a Service market players, including Alcatel Lucent Enterprise, Avaya, Inc, Cisco Systems, Inc., Enghouse Interactive, Inc., Five9, Inc., Genesys, Microsoft Corp., Nice inContact, SAP SE, Unify, Inc., 3C Logic, Oracle Corporation, Mitel Networks Corporation, Evolve IP, LLC, and others, are attempting to increase market demand by funding R&D initiatives.
Alcatel Lucent Enterprise (ALE) is a subsidiary of Nokia and a provider of communication and network solutions for businesses of all sizes. It offers a range of products and services, including unified communications, cloud services, network infrastructure, and security solutions. ALE's products and services are designed to help businesses improve their communication and collaboration, enhance their customer experience, and increase their operational efficiency. The company operates globally and serves a wide range of industries, including healthcare, education, finance, and government. ALE's mission is to help businesses transform their operations and stay ahead of the competition by leveraging the latest technology and communication solutions.
Avaya, Inc. is a multinational technology company that provides communication and collaboration solutions for businesses. The company offers a range of products and services, including cloud communication, unified communications, contact center, and network infrastructure solutions. Avaya's solutions are designed to help businesses improve their customer experience, enhance collaboration among employees, and streamline their operations. The company operates globally and serves a wide range of industries, including healthcare, finance, retail, and government. Avaya has a strong reputation for innovation and has received numerous awards for its products and services. The company's mission is to help businesses transform the way they communicate and collaborate, enabling them to drive better business outcomes.
Key Companies in the Contact Center as a Service market includes
Contact Center as a Service Industry Development
In June 2023, Genesys announced the release of its Genesys Cloud Ex, an AI-supported employee experience solution. This helps to enhance the staff experience in customer service divisions by providing them with more effective tools to use when they are working on their respective projects so that they can be more productive and this in turn increases their level of job satisfaction.
In June 2023, NICE revealed that its CXone platform is currently available as an EU sovereign cloud platform. CXone has been designed to be the most scalable and reliable SaaS customer experience platform globally and delivers a complete suite of CX applications. This means that companies across all verticals in the EU can now adopt CXone as their preferred platform while being able to fulfill regulatory requirements related to data security and privacy across countries’ jurisdictions.
In 2023, Amazon Connect Chat introduced a new feature that allows customers using this service to have more options for customizing chat widgets. It enables users to insert company logo into the system message field, change text bots or rephrase the whole statement.
In May 2023, BT and Five9 announced extended partnership in order to deliver globalized contact center services and solutions for businesses. As part of the agreement extension, BT will offer Five9 Intelligent CX Platform as a managed service for new and existing subscribers. The Five9 Enterprise Cloud Contact Center will be implemented by BT while managing it for its customers allowing them focus on core business operations.
In March 2023, Qualtrics and Five9 came together to merge Five9’s widely recognized cloud contact center solutions with Qualtrics Frontline Care. This requires an integration of Five9 Event Subscription Services with the Qualtrics XM Platform. With this integration, customer service teams are able to gain deeper understanding towards how customers feel about their services by analyzing customers’ sentiment trends from inbound calls thus identifying coaching opportunities for agents as well as quality assurance issues while being more responsive in critical customer relationship scenarios. Some of the key players operating in the global market for contact center as a service include:
Contact Center as a Service Market Segmentation
Contact Center as a Service Function Outlook
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Automatic Call Distribution
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Call Recording
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Computer Telephony Integration
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Customer Collaboration
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Dialer
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Interactive Voice Response
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Reporting & Analytics
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Workforce Optimization
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Others
Contact Center as a Service Enterprise Size Outlook
Contact Center as a Service Industry Outlook
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BFSI
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Consumer Goods & Retail
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Government
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Healthcare
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IT & Telecom
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Travel & Hospitality
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Others
Contact Center as a Service Regional Outlook
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Europe
- Germany
- France
- UK
- Italy
- Spain
- Rest of Europe
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Asia-Pacific
- China
- Japan
- India
- Australia
- South Korea
- Australia
- Rest of Asia-Pacific
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Rest of the World
- Middle East
- Africa
- Latin America
