Global Contact Center-as-a-Service (CCaaS) Market Segmentation by Enterprise Size

The global contact center-as-a-service (CCaaS) market is projected to grow with a high CAGR during the forecast period, i.e., 2021-2029 on account of the technological developments for enhancing customer experience.

As per the 2019 AI Index Report released by the Stanford Institute of Human-Centered Artificial Intelligence, the total private investment in artificial intelligence in 2019 was more than US$70 billion worldwide.

The market is segmented by enterprise size into small & medium enterprises and large enterprises. Among these segments, the large enterprises’ segment is anticipated to hold the largest share by the end of 2021 in the global contact center-as-a-service (CCaaS) market as a result of the acquisition of advanced technologies at a quicker pace.

On the basis of end-user, the market is segmented into BFSI, telecom & IT, healthcare, government, retail & consumer goods, and others.

On the basis of region, the market is segmented into North America, Europe, Asia Pacific, Latin America, and the Middle East & Africa, out of which, the global contact center-as-a-service (CCaaS) market in the Asia Pacific is projected to grow at the highest CAGR throughout the forecast period. Currently, the market in North America holds the largest share.

This can be attributed to the presence of leading technology providers in the region, especially in the United States, who are extensively involved in the improving customer experiences through faster technology up gradation.

Technological developments for enhancing customer experience and Decrease in Operating Costs Post-CCaaS Adoption to Drive Market Growth

As estimated in a research, around 4.93 billion people have internet access worldwide which constitute 63.2% of global population.

Access to internet is one of the most predominant factor for customers’ willingness to adopt new technologies. It has been observed that the number of e-mails sent per day globally are increasing enormously.

Additionally, the increasing competition among enterprises to retain customers is also expected to boost the market growth in upcoming years. However, the apprehensions relating to data safety and high capital investment resulting in lower adoption rate by small & medium enterprises are some of the factors that are estimated to restrain market growth in the near future.

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The global contact center-as-a-service (CCaaS) market is further classified on the basis of region as follows:

• North America (U.S. & Canada) Market size, Y-O-Y growth & Opportunity Analysis
• Latin America (Brazil, Mexico, Argentina, Rest of Latin America) Market size, Y-O-Y growth & Opportunity Analysis
• Europe (U.K., Germany, France, Italy, Spain, Hungary, Belgium, Netherlands & Luxembourg, NORDIC, Poland, Turkey, Russia, Rest of Europe) Market size, Y-O-Y growth & Opportunity Analysis
• Asia-Pacific (China, India, Japan, South Korea, Indonesia, Malaysia, Australia, New Zealand, Rest of Asia-Pacific) Market size, Y-O-Y growth & Opportunity Analysis
• Middle East and Africa (Israel, GCC (Saudi Arabia, UAE, Bahrain, Kuwait, Qatar, Oman), North Africa, South Africa, Rest of Middle East and Africa) Market size, Y-O-Y growth & Opportunity Analysis

Major Key Player-

This report also provides the existing competitive scenario of some of the key players of the global contact center-as-a-service (CCaaS) market which includes company profiling of Evolve IP, LLC., Avaya, Inc., NICE Systems, Ltd. (TLV: NICE), Liveops, Cisco Systems, Inc. (NASDAQ: CSCO), Genesys, Five9, Inc. (NASDAQ: FIVN), 8×8 (NYSE: EGHT), and 3CLogic.

The profiling enfolds key information of the companies which encompasses business overview, products and services, key financials and recent news and developments.

On the whole, the report depicts detailed overview of the global contact center-as-a-service (CCaaS) market that will help industry consultants, equipment manufacturers, existing players searching for expansion opportunities, new players searching possibilities and other stakeholders to align their market centric strategies according to the ongoing and expected trends in the future.