Ccaas: Vertical Analysis, Technology Opportunities & Market Forecasts 2022-2027

The latest CCaaS (Contact Centre-as-a-Service) research offers in-depth analysis and insight into this evolving market. The research includes a comprehensive assessment of key market verticals, along with an evaluation of industry drivers and future market hurdles. It also features key recommendations for CCaaS vendors, 5-year forecasts aligned with strategic analysis, and the Competitor Leaderboard - which evaluates 17 CCaaS vendors using a number of quantitative and qualitative criteria.

The future monetisation of messaging, voice, and video technologies is also considered, covering:

• 5G Interactive Calling
• Call Recording
• Chatbots
• Dialler
• Inbound Voice
• Interactive Voice Response
• Programmable Voice
• RCS
• SMS

This research suite includes:

• Market Trends & Strategies (PDF)
• Competitor Leaderboard (PDF)
• Data & Forecasting (PDF)
• 5-year Market Sizing & Forecast Spreadsheet (Excel)
• 12 Months' Access to harvest Online Data Platform

Key Market Statistics

Market size in 2022:

• $4.9bn

Market size in 2027:

• $15.6bn

2022 to 2027 Market Growth:

• 216%

Key Features

Future Technology Analysis: Key monetisation opportunities for CCaaS vendors when deploying various technologies such as:

• 5G Interactive Calling
• Call Recording
• Chatbots
• Dialler
• Inbound Voice
• Interactive Voice Response
• Programmable Voice
• RCS
• SMS​

CCaaS Market Segment Analysis: Deep dive evaluation of the use cases and monetisation strategies that will aid in future CCaaS market growth. The 7 key markets considered here include:

• Banking & Finance
• Government
• Healthcare
• IT & Telecommunications
• Media & Entertainment
• Retail & eCommerce
• Travel & Hospitality

The Competitor Leaderboard: Key player capability and capacity assessment for 17 CCaaS providers; positioning them as either an established leader, leading challenger, or disruptor and challenger. Our Competitor Leaderboard scores these companies on their size of operations in the CCaaS space, their extent and breadth of market partnerships, the sophistication of their platforms, and the publisher's view on each company's innovation and future business prospects. The companies included in the publisher's CCaaS Competitor Leaderboard are:

• 8x8
• Avaya
• Cisco
• CM.com
• Enghouse
• Five9
• Genesys
• Infobip
• Kaleyra
• Microsoft
• NICE
• Oracle
• SAP
• Sinch
• Talkdesk
• Twilio
• Vonage
• Benchmark Industry Forecasts: 5-year forecasts are provided for total CCaaS users, minutes (where applicable), and revenue. These forecasts are split into 5 traffic channels including subscriptions, voice, mobile messaging, chatbots, and video, and further split by our 8 key forecast regions and the 60 countries listed below:

North America:

• Canada, US

Latin America:

• Argentina, Brazil, Chile, Colombia, Ecuador, Mexico, Peru, Uruguay.

West Europe:

• Austria, Belgium, Denmark, Finland, France, Germany, Greece, Ireland, Italy, Netherlands, Norway, Portugal, Spain, Sweden, Switzerland, UK.

Central & East Europe:

• Croatia, Czech Republic, Hungary, Poland, Romania, Russia, Turkey, Ukraine.

Far East & China:

• China, Hong Kong, Japan, South Korea.

Indian Subcontinent:

• Bangladesh, India, Nepal, Pakistan.

Rest of Asia Pacific:

• Australia, Indonesia, Malaysia, New Zealand, Philippines, Singapore, Thailand, Vietnam.
• Africa & Middle East
• Algeria, Egypt, Israel, Kenya, Kuwait, Nigeria, Qatar, Saudi Arabia, South Africa, United Arab Emirates.

Key Questions Answered

• What will the CCaaS market be worth by 2027?
• Who are the leading CCaaS vendors in 2022?
• What are the current technologies innovating the CCaaS market?
• What challenges will the CCaaS market face over the next 5 years?
• How are the leading market verticals utilising CCaaS software?

CCaaS Subscription Market, including:

• Total Number of Businesses that Subscribe to CCaaS
• Average CCaaS Spend per Business
• Total CCaaS Subscription Revenue

CCaaS Voice Market, including:

• Total Minutes of Operator Voice Use
• Total Mobile Calls Made to Contact Centres
• Total Mobile Calls Made to CCaaS Contact Centres
• Total CCaaS Revenue from Inbound Voice Channels

CCaaS Messaging Market, including:

• Total P2A SMS Traffic Handled by CCaaS Platforms
• CCaaS Revenue from P2A SMS Messages
• Total P2A RCS Traffic Handled by CCaaS Platforms
• CCaaS Revenue from P2A RCS Messages
• Total P2A OTT Traffic Handled by CCaaS Platforms
• CCaaS Revenue from P2A OTT Messages

CCaaS Chatbot Market, including:

• Total App-based Chatbots Messages Delivered
• Total App-based Chatbots Messages Handled by CCaaS Platforms
• Total Web-based Chatbots Messages Delivered
• Total Web-based Chatbots Messages Handled by CCaaS Platforms

CCaaS Video Market, including:

• Total Number of Devices Using Video Calling to Call CCaaS Contact Centres
• Total Number of Video Calls to Contact Centres
• Total Time Spent on Video Calls to Contact Centres

Geographical splits: 60 countries

Number of tables: 88 tables

Number of datapoints: Over 40,100 datapoints

Harvest: Our online data platform, harvest, contains the very latest market data and is updated throughout the year. This is a fully featured platform enabling clients to better understand key data trends and manipulate charts and tables, overlaying different forecasts within the one chart - using the comparison tool. Empower your business with our market intelligence centre, and get alerted whenever your data is updated.

Interactive Excels (IFxl): Our IFxl tool enables clients to manipulate both forecast data and charts, within an Excel environment, to test their own assumptions using the Interactive Scenario Tool and compare selected markets side by side in customised charts and tables. IFxls greatly increase a clients’ ability to both understand a particular market and to integrate their own views into the model.