Global Contact Center-as-a-Service Market Outlook 2020-2030

Global Contact Center-as-a-Service (C-CaaS) Market Analysis 2020-2030

The global contact center-as-a-service (C-CaaS) market is anticipated to grow with a CAGR of 18.53% during the forecast period, i.e., 2021-2030. Factors such as the rising number of business organizations worldwide, and the increasing competition amongst these businesses, which is raising the need to provide enhanced service support to their customers, is anticipated to drive the growth of the market during the forecast period. Besides this, the surge in trends for remote working owing to the covid-19 pandemic, and the shift in operations of businesses from on-premise to cloud, is also expected to raise the demand for virtual cloud-based contact center solutions, and in turn, contribute to the market growth in the years to come. The market is estimated to garner a revenue of close to USD 21560 Million by the end of 2030, up from a revenue of around USD 3960 Million in the year 2020.

The global contact center-as-a-service (C-CaaS) market is segmented by numerous segments, which include segmentation by solution, service, organization size, end-use industry, and by region. By solution, the market is segmented into automatic call distribution, interactive voice response, call recording, computer telephony integration, workforce optimization, reporting & analytics, and others. By the end of 2030, the interactive voice response segment is anticipated to garner the largest revenue of USD 5865.3 Million, up from a revenue of USD 933.3 Million in the year 2020.

On the basis of regional analysis, the global contact center-as-a-service (C-CaaS) market is segmented into North America, Europe, Asia Pacific, Latin America and Middle East & Africa. The market in North America, amongst the market in all the other regions, is anticipated to garner the largest revenue of USD 13606.5 Million by the end of 2030, up from a revenue of USD 2314.4 Million in the year 2020.

Some of the prominent industry leaders in the global contact center-as-a-service (C-CaaS) market that are included in our report are Cisco Systems, Inc., Microsoft Corporation, SAP SE, Oracle Corporation, NEC Enterprise Solutions, Genesys Cloud Services, Inc., Unify (Atos Group), NICE Ltd., Avaya Inc., Five9, Inc., Talkdesk, Inc., Liveops, Inc., Evolve IP, LLC, and others.