Summary

Executive Summary

Azoth Analytics has released a research report titled “Global Contact Centre as a Service (CCaaS) Market (2023 Edition)” which provides a complete analysis of the Global Contact Centre as a Service industry in terms of market segmentation By Offering (Solutions, Services), Enterprise Size (SMEs, Large Enterprises), End-User Industry (Banking & Finance, Healthcare, IT & Telecommunications, Media & Entertainment, Retail & eCommerce, Other Industries) for the historical period of 2019-2022, the estimates of 2023 and the forecast period of 2024-2029.

The research report covers a detailed analysis of the regions (Americas, Europe, APAC, Middle East Africa) and 10 countries (United States, Canada, Mexico, United Kingdom, Germany, France, Italy, China, Japan, and India). Additionally, the research report presents data including market size, yearly growth, potential analysis, the competitive study of market players, investment opportunities, and demand forecast. The research report also assesses growth indicators, restraints, supply and demand risk, and other important statistics, as well as a full assessment of current and future market trends that are relevant to the market evolution.

The Global Contact Centre as a Service (CCaaS) Market is expected to generate USD 17.83 Billion by the end of 2029, up from USD 4.73 Billion in 2022. As businesses increasingly embrace digital technologies and channels, there's a growing need to modernize their contact center operations. CCaaS solutions provide the flexibility to adapt to these changes, enabling businesses to meet customer expectations in a digital-first world. During the forecast period, 2024-2029, Global Contact Centre as a Service is expected to expand at a CAGR of 19.28%. The growing population, as well as the growing urbanization rate, are driving up the Contact Centre as a Service market.

CCaaS allows companies to scale their contact centre operations up or down easily. This flexibility is crucial in industries with fluctuating call volumes, such as retail during the holiday season or healthcare during a public health crisis. Traditional on-premises contact centre systems can be expensive to set up and maintain. CCaaS solutions eliminate the need for significant upfront investments and reduce ongoing operational costs. Organizations pay for the services they use on a subscription or pay-as-you-go basis.

The rise of remote work and hybrid work models, accelerated by the COVID-19 pandemic, has created a need for cloud-based communication solutions. CCaaS platforms enable agents to work from anywhere with an internet connection, ensuring business continuity and flexibility. Integration capabilities are a crucial driver of the CCaaS market. CCaaS solutions can easily integrate with customer relationship management (CRM) systems, enabling agents to access customer data and history, resulting in more personalized interactions. CCaaS platforms are increasingly incorporating AI and automation to enhance customer service. Chatbots, virtual assistants, and predictive analytics can handle routine inquiries, freeing up human agents to focus on more complex tasks.

The Americas, comprising North, Central, Latin, and South America, represents a significant market for Contact Centre as a Service Offering. With increasing regulatory requirements around data security and privacy (e.g., GDPR, CCPA), CCaaS providers are enhancing their offerings to ensure compliance. This is particularly important for industries like healthcare and finance.



Scope of the Report:

•The report analyses the Contact Centre as a Service Market by Value (USD Billion).

•The report presents the analysis of the Contact Centre as a Service Market for the historical period of 2019-2022, the estimated year 2023, and the forecast period of 2024-2029.

•The report analyses the Contact Centre as a Service Market by Offering (Solutions, Services).

•The report analyses the Contact Centre as a Service Market by Enterprise Size (SMEs, Large Enterprises).

•The report analyses the Contact Centre as a Service Market by End-User Industry (Banking & Finance, Healthcare, IT & Telecommunications, Media & Entertainment, Retail & eCommerce, Other Industries).

•The key insights of the report have been presented through the frameworks of SWOT and Porter’s Five Forces Analysis. Also, the attractiveness of the market has been presented by Country.

•Also, the major opportunities, trends, drivers, and challenges of the industry have been analyzed in the report.

•The report tracks competitive developments, strategies, mergers and acquisitions, and new product development. The companies analyzed in the report include Five9, Twilio, Amazon, Genesys, NICE InContact, RingCentral, Avaya, Zendesk, 8x8, and Cisco.

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Table of Contents

1. Market Background

1.1 Scope and Product Outlook

1.2 Executive Summary

1.3 Research Methodology

2. Strategic Recommendations

2.1 Invest in Innovation

2.2 Improve Security and Compliance

3. Global Contact Centre as a Service (CCaaS) Market: Historic and Forecast (2019-2029)

3.1 Impact Analysis of Macro Economic Factors on Global Contact Centre as a Service (CCaaS) Market

3.2 Global Contact Centre as a Service (CCaaS) Market: Dashboard

3.3 Global Contact Centre as a Service (CCaaS) Market: Market Value Assessment

3.4 Global Contact Centre as a Service (CCaaS) Market: CCaaS Solution by Service Providers

3.5 Global Contact Centre as a Service (CCaaS) Market: Shift of Customers to Cloud

3.6 Global Contact Centre as a Service (CCaaS) Market Segmentation: By Offering

3.6.1 Global Contact Centre as a Service (CCaaS) Market, By Offering Overview

3.6.2 Global Contact Centre as a Service (CCaaS) Market Size, By Solutions, By Value, 2019H-2029F (USD Billion & CAGR)

3.6.3 Global Contact Centre as a Service (CCaaS) Market Size, By Services, By Value, 2019H-2029F (USD Billion & CAGR)

3.7 Global Contact Centre as a Service (CCaaS) Market Segmentation: By Enterprise Size

3.7.1 Global Contact Centre as a Service (CCaaS) Market, By Enterprise Size Overview

3.7.2 Global Contact Centre as a Service (CCaaS) Market Size, By SMEs, By Value, 2019H-2029F (USD Billion & CAGR)

3.7.3 Global Contact Centre as a Service (CCaaS) Market Size, By Large Enterprises, By Value, 2019H-2029F (USD Billion & CAGR)

3.8 Global Contact Centre as a Service (CCaaS) Market Segmentation: By End-User Industry

3.8.1 Global Contact Centre as a Service (CCaaS) Market, By End-User Industry Overview

3.8.2 Global Contact Centre as a Service (CCaaS) Market Size, By Banking & Finance, By Value, 2019H-2029F (USD Billion & CAGR)

3.8.3 Global Contact Centre as a Service (CCaaS) Market Size, By Healthcare, By Value, 2019H-2029F (USD Billion & CAGR)

3.8.4 Global Contact Centre as a Service (CCaaS) Market Size, By IT & Telecommunications, By Value, 2019H-2029F (USD Billion & CAGR)

3.8.5 Global Contact Centre as a Service (CCaaS) Market Size, By Media & Entertainment, By Value, 2019H-2029F (USD Billion & CAGR)

3.8.6 Global Contact Centre as a Service (CCaaS) Market Size, By Retail & eCommerce, By Value, 2019H-2029F (USD Billion & CAGR)

3.8.7 Global Contact Centre as a Service (CCaaS) Market Size, By Other Industries, By Value, 2019H-2029F (USD Billion & CAGR)



4. Americas Contact Centre as a Service (CCaaS) Market: An Analysis (2019-2029)

4.1 Americas Contact Centre as a Service (CCaaS) Market: Snapshot

4.2 Americas Contact Centre as a Service (CCaaS) Market: Market Value Assessment

4.3 Americas Contact Centre as a Service (CCaaS) Market: Key Factors

4.4 Americas Contact Centre as a Service (CCaaS) Market: Segmental Analysis

4.5 Americas Contact Centre as a Service (CCaaS) Market Segmentation: By Offering

4.5.1 Americas Contact Centre as a Service (CCaaS) Market, By Offering Overview

4.5.2 Americas Contact Centre as a Service (CCaaS) Market Size, By Solutions, By Value, 2019H-2029F (USD Billion & CAGR)

4.5.3 Americas Contact Centre as a Service (CCaaS) Market Size, By Services, By Value, 2019H-2029F (USD Billion & CAGR)

4.6 Americas Contact Centre as a Service (CCaaS) Market Segmentation: By Enterprise Size

4.6.1 Americas Contact Centre as a Service (CCaaS) Market, By Enterprise Size Overview

4.6.2 Americas Contact Centre as a Service (CCaaS) Market Size, By SMEs, By Value, 2019H-2029F (USD Billion & CAGR)

4.6.3 Americas Contact Centre as a Service (CCaaS) Market Size, By Large Enterprises, By Value, 2019H-2029F (USD Billion & CAGR)

4.7 Americas Contact Centre as a Service (CCaaS) Market Segmentation: By End-User Industry

4.7.1 Americas Contact Centre as a Service (CCaaS) Market, By End-User Industry Overview

4.7.2 Americas Contact Centre as a Service (CCaaS) Market Size, By Banking & Finance, By Value, 2019H-2029F (USD Billion & CAGR)

4.7.3 Americas Contact Centre as a Service (CCaaS) Market Size, By Healthcare, By Value, 2019H-2029F (USD Billion & CAGR)

4.7.4 Americas Contact Centre as a Service (CCaaS) Market Size, By IT & Telecommunications, By Value, 2019H-2029F (USD Billion & CAGR)

4.7.5 Americas Contact Centre as a Service (CCaaS) Market Size, By Media & Entertainment, By Value, 2019H-2029F (USD Billion & CAGR)

4.7.6 Americas Contact Centre as a Service (CCaaS) Market Size, By Retail & eCommerce, By Value, 2019H-2029F (USD Billion & CAGR)

4.7.7 Americas Contact Centre as a Service (CCaaS) Market Size, By Other Industries, By Value, 2019H-2029F (USD Billion & CAGR)

4.8 Americas Contact Centre as a Service (CCaaS) Market Segmentation: By Country

4.8.1 Americas Contact Centre as a Service (CCaaS) Market, By Country Overview

4.8.2 United States Contact Centre as a Service (CCaaS) Market: Market Size and CAGR, 2018-2028 (USD Billion & CAGR)

4.8.2.1 United States Contact Centre as a Service (CCaaS) Market, By Offering

4.8.2.2 United States Contact Centre as a Service (CCaaS) Market, By Enterprise Size

4.8.2.3 United States Contact Centre as a Service (CCaaS) Market, By End-User Industry

4.8.3 Canada Contact Centre as a Service (CCaaS) Market: Market Size and CAGR, 2018-2028 (USD Billion & CAGR)

4.8.3.1 Canada Contact Centre as a Service (CCaaS) Market, By Offering

4.8.3.2 Canada Contact Centre as a Service (CCaaS) Market, By Enterprise Size

4.8.3.3 Canada Contact Centre as a Service (CCaaS) Market, By End-User Industry

4.8.4 Mexico Contact Centre as a Service (CCaaS) Market: Market Size and CAGR, 2018-2028 (USD Billion & CAGR)

4.8.4.1 Mexico Contact Centre as a Service (CCaaS) Market, By Offering

4.8.4.2 Mexico Contact Centre as a Service (CCaaS) Market, By Enterprise Size

4.8.4.3 Mexico Contact Centre as a Service (CCaaS) Market, By End-User Industry

4.8.5 Rest of Americas Contact Centre as a Service (CCaaS) Market: Market Size and CAGR, 2018-2028 (USD Billion & CAGR)

4.8.5.1 Rest of Americas Contact Centre as a Service (CCaaS) Market, By Offering

4.8.5.2 Rest of Americas Contact Centre as a Service (CCaaS) Market, By Enterprise Size

4.8.5.3 Rest of Americas Contact Centre as a Service (CCaaS) Market, By End-User Industry



5. Europe Contact Centre as a Service (CCaaS) Market: An Analysis (2019-2029)

5.1 Europe Contact Centre as a Service (CCaaS) Market: Snapshot

5.2 Europe Contact Centre as a Service (CCaaS) Market: Market Value Assessment

5.3 Europe Contact Centre as a Service (CCaaS) Market: Key Factors

5.4 Europe Contact Centre as a Service (CCaaS) Market: Segmental Analysis

5.5 Europe Contact Centre as a Service (CCaaS) Market Segmentation: By Offering

5.5.1 Europe Contact Centre as a Service (CCaaS) Market, By Offering Overview

5.5.2 Europe Contact Centre as a Service (CCaaS) Market Size, By Solutions, By Value, 2019H-2029F (USD Billion & CAGR)

5.5.3 Europe Contact Centre as a Service (CCaaS) Market Size, By Services, By Value, 2019H-2029F (USD Billion & CAGR)

5.6 Europe Contact Centre as a Service (CCaaS) Market Segmentation: By Enterprise Size

5.6.1 Europe Contact Centre as a Service (CCaaS) Market, By Enterprise Size Overview

5.6.2 Europe Contact Centre as a Service (CCaaS) Market Size, By SMEs, By Value, 2019H-2029F (USD Billion & CAGR)

5.6.3 Europe Contact Centre as a Service (CCaaS) Market Size, By Large Enterprises, By Value, 2019H-2029F (USD Billion & CAGR)

5.7 Europe Contact Centre as a Service (CCaaS) Market Segmentation: By End-User Industry

5.7.1 Europe Contact Centre as a Service (CCaaS) Market, By End-User Industry Overview

5.7.2 Europe Contact Centre as a Service (CCaaS) Market Size, By Banking & Finance, By Value, 2019H-2029F (USD Billion & CAGR)

5.7.3 Europe Contact Centre as a Service (CCaaS) Market Size, By Healthcare, By Value, 2019H-2029F (USD Billion & CAGR)

5.7.4 Europe Contact Centre as a Service (CCaaS) Market Size, By IT & Telecommunications, By Value, 2019H-2029F (USD Billion & CAGR)

5.7.5 Europe Contact Centre as a Service (CCaaS) Market Size, By Media & Entertainment, By Value, 2019H-2029F (USD Billion & CAGR)

5.7.6 Europe Contact Centre as a Service (CCaaS) Market Size, By Retail & eCommerce, By Value, 2019H-2029F (USD Billion & CAGR)

5.7.7 Europe Contact Centre as a Service (CCaaS) Market Size, By Other Industries, By Value, 2019H-2029F (USD Billion & CAGR)

5.8 Europe Contact Centre as a Service (CCaaS) Market Segmentation: By Country

5.8.1 Europe Contact Centre as a Service (CCaaS) Market, By Country Overview

5.8.2 Germany Contact Centre as a Service (CCaaS) Market: Market Size and CAGR, 2018-2028 (USD Billion & CAGR)

5.8.2.1 Germany Contact Centre as a Service (CCaaS) Market, By Offering

5.8.2.2 Germany Contact Centre as a Service (CCaaS) Market, By Enterprise Size

5.8.2.3 Germany Contact Centre as a Service (CCaaS) Market, By End-User Industry

5.8.3 United Kingdom Contact Centre as a Service (CCaaS) Market: Market Size and CAGR, 2018-2028 (USD Billion & CAGR)

5.8.3.1 United Kingdom Contact Centre as a Service (CCaaS) Market, By Offering

5.8.3.2 United Kingdom Contact Centre as a Service (CCaaS) Market, By Enterprise Size

5.8.3.3 United Kingdom Contact Centre as a Service (CCaaS) Market, By End-User Industry

5.8.4 France Contact Centre as a Service (CCaaS) Market: Market Size and CAGR, 2018-2028 (USD Billion & CAGR)

5.8.4.1 France Contact Centre as a Service (CCaaS) Market, By Offering

5.8.4.2 France Contact Centre as a Service (CCaaS) Market, By Enterprise Size

5.8.4.3 France Contact Centre as a Service (CCaaS) Market, By End-User Industry

5.8.5 Italy Contact Centre as a Service (CCaaS) Market: Market Size and CAGR, 2018-2028 (USD Billion & CAGR)

5.8.5.1 Italy Contact Centre as a Service (CCaaS) Market, By Offering

5.8.5.2 Italy Contact Centre as a Service (CCaaS) Market, By Enterprise Size

5.8.5.3 Italy Contact Centre as a Service (CCaaS) Market, By End-User Industry

5.8.6 Rest of Europe Contact Centre as a Service (CCaaS) Market: Market Size and CAGR, 2018-2028 (USD Billion & CAGR)

5.8.6.1 Rest of Europe Contact Centre as a Service (CCaaS) Market, By Offering

5.8.6.2 Rest of Europe Contact Centre as a Service (CCaaS) Market, By Enterprise Size

5.8.6.3 Rest of Europe Contact Centre as a Service (CCaaS) Market, By End-User Industry



6. Asia Pacific Contact Centre as a Service (CCaaS) Market: An Analysis (2019-2029)

6.1 Asia Pacific Contact Centre as a Service (CCaaS) Market: Snapshot

6.2 Asia Pacific Contact Centre as a Service (CCaaS) Market: Market Value Assessment

6.3 Asia Pacific Contact Centre as a Service (CCaaS) Market: Key Factors

6.4 Asia Pacific Contact Centre as a Service (CCaaS) Market: Segmental Analysis

6.5 Asia Pacific Contact Centre as a Service (CCaaS) Market Segmentation: By Offering

6.5.1 Asia Pacific Contact Centre as a Service (CCaaS) Market, By Offering Overview

6.5.2 Asia Pacific Contact Centre as a Service (CCaaS) Market Size, By Solutions, By Value, 2019H-2029F (USD Billion & CAGR)

6.5.3 Asia Pacific Contact Centre as a Service (CCaaS) Market Size, By Services, By Value, 2019H-2029F (USD Billion & CAGR)

6.6 Asia Pacific Contact Centre as a Service (CCaaS) Market Segmentation: By Enterprise Size

6.6.1 Asia Pacific Contact Centre as a Service (CCaaS) Market, By Enterprise Size Overview

6.6.2 Asia Pacific Contact Centre as a Service (CCaaS) Market Size, By SMEs, By Value, 2019H-2029F (USD Billion & CAGR)

6.6.3 Asia Pacific Contact Centre as a Service (CCaaS) Market Size, By Large Enterprises, By Value, 2019H-2029F (USD Billion & CAGR)

6.7 Asia Pacific Contact Centre as a Service (CCaaS) Market Segmentation: By End-User Industry

6.7.1 Asia Pacific Contact Centre as a Service (CCaaS) Market, By End-User Industry Overview

6.7.2 Asia Pacific Contact Centre as a Service (CCaaS) Market Size, By Banking & Finance, By Value, 2019H-2029F (USD Billion & CAGR)

6.7.3 Asia Pacific Contact Centre as a Service (CCaaS) Market Size, By Healthcare, By Value, 2019H-2029F (USD Billion & CAGR)

6.7.4 Asia Pacific Contact Centre as a Service (CCaaS) Market Size, By IT & Telecommunications, By Value, 2019H-2029F (USD Billion & CAGR)

6.7.5 Asia Pacific Contact Centre as a Service (CCaaS) Market Size, By Media & Entertainment, By Value, 2019H-2029F (USD Billion & CAGR)

6.7.6 Asia Pacific Contact Centre as a Service (CCaaS) Market Size, By Retail & eCommerce, By Value, 2019H-2029F (USD Billion & CAGR)

6.7.7 Asia Pacific Contact Centre as a Service (CCaaS) Market Size, By Other Industries, By Value, 2019H-2029F (USD Billion & CAGR)

6.8 Asia Pacific Contact Centre as a Service (CCaaS) Market Segmentation: By Country

6.8.1 Asia Pacific Contact Centre as a Service (CCaaS) Market, By Country Overview

6.8.2 China Contact Centre as a Service (CCaaS) Market: Market Size and CAGR, 2018-2028 (USD Billion & CAGR)

6.8.2.1 China Contact Centre as a Service (CCaaS) Market, By Offering

6.8.2.2 China Contact Centre as a Service (CCaaS) Market, By Enterprise Size

6.8.2.3 China Contact Centre as a Service (CCaaS) Market, By End-User Industry

6.8.3 Japan Contact Centre as a Service (CCaaS) Market: Market Size and CAGR, 2018-2028 (USD Billion & CAGR)

6.8.3.1 Japan Contact Centre as a Service (CCaaS) Market, By Offering

6.8.3.2 Japan Contact Centre as a Service (CCaaS) Market, By Enterprise Size

6.8.3.3 Japan Contact Centre as a Service (CCaaS) Market, By End-User Industry

6.8.4 India Contact Centre as a Service (CCaaS) Market: Market Size and CAGR, 2018-2028 (USD Billion & CAGR)

6.8.4.1 India Contact Centre as a Service (CCaaS) Market, By Offering

6.8.4.2 India Contact Centre as a Service (CCaaS) Market, By Enterprise Size

6.8.4.3 India Contact Centre as a Service (CCaaS) Market, By End-User Industry

6.8.5 Rest of Asia Pacific Contact Centre as a Service (CCaaS) Market: Market Size and CAGR, 2018-2028 (USD Billion & CAGR)

6.8.5.1 Rest of Asia Pacific Contact Centre as a Service (CCaaS) Market, By Offering

6.8.5.2 Rest of Asia Pacific Contact Centre as a Service (CCaaS) Market, By Enterprise Size

6.8.5.3 Rest of Asia Pacific Contact Centre as a Service (CCaaS) Market, By End-User Industry



7. Middle East & Africa Contact Centre as a Service (CCaaS) Market: An Analysis (2019-2029)

7.1 Middle East & Africa Contact Centre as a Service (CCaaS) Market: Snapshot

7.2 Middle East & Africa Contact Centre as a Service (CCaaS) Market: Market Value Assessment

7.3 Middle East & Africa Contact Centre as a Service (CCaaS) Market: Key Factors

7.4 Middle East & Africa Contact Centre as a Service (CCaaS) Market: Segmental Analysis

7.5 Middle East & Africa Contact Centre as a Service (CCaaS) Market Segmentation: By Offering

7.5.1 Middle East & Africa Contact Centre as a Service (CCaaS) Market, By Offering Overview

7.5.2 Middle East & Africa Contact Centre as a Service (CCaaS) Market Size, By Solutions, By Value, 2019H-2029F (USD Billion & CAGR)

7.5.3 Middle East & Africa Contact Centre as a Service (CCaaS) Market Size, By Services, By Value, 2019H-2029F (USD Billion & CAGR)

7.6 Middle East & Africa Contact Centre as a Service (CCaaS) Market Segmentation: By Enterprise Size

7.6.1 Middle East & Africa Contact Centre as a Service (CCaaS) Market, By Enterprise Size Overview

7.6.2 Middle East & Africa Contact Centre as a Service (CCaaS) Market Size, By SMEs, By Value, 2019H-2029F (USD Billion & CAGR)

7.6.3 Middle East & Africa Contact Centre as a Service (CCaaS) Market Size, By Large Enterprises, By Value, 2019H-2029F (USD Billion & CAGR)

7.7 Middle East & Africa Contact Centre as a Service (CCaaS) Market Segmentation: By End-User Industry

7.7.1 Middle East & Africa Contact Centre as a Service (CCaaS) Market, By End-User Industry Overview

7.7.2 Middle East & Africa Contact Centre as a Service (CCaaS) Market Size, By Banking & Finance, By Value, 2019H-2029F (USD Billion & CAGR)

7.7.3 Middle East & Africa Contact Centre as a Service (CCaaS) Market Size, By Healthcare, By Value, 2019H-2029F (USD Billion & CAGR)

7.7.4 Middle East & Africa Contact Centre as a Service (CCaaS) Market Size, By IT & Telecommunications, By Value, 2019H-2029F (USD Billion & CAGR)

7.7.5 Middle East & Africa Contact Centre as a Service (CCaaS) Market Size, By Media & Entertainment, By Value, 2019H-2029F (USD Billion & CAGR)

7.7.6 Middle East & Africa Contact Centre as a Service (CCaaS) Market Size, By Retail & eCommerce, By Value, 2019H-2029F (USD Billion & CAGR)

7.7.7 Middle East & Africa Contact Centre as a Service (CCaaS) Market Size, By Other Industries, By Value, 2019H-2029F (USD Billion & CAGR)



8. Market Dynamics

8.1 Impact Assessment of Market Dynamics on Global Contact Centre as a Service (CCaaS) Market

8.2 Drivers

8.3 Restraints

8.4 Trends



9. Industry Ecosystem Analysis

9.1 Porter’s Five Forces Model



10. Competitive Positioning

10.1 Market Share Analysis of Contact Centre as a Service (CCaaS) Market

10.2 Company Profiles

10.2.1 Five9

10.2.2 Twilio

10.2.3 Amazon

10.2.4 Genesys

10.2.5 NICE InContact

10.2.6 RingCentral

10.2.7 Avaya

10.2.8 Zendesk

10.2.9 8x8

10.2.10 Cisco