Contact Center as a Service (CCaaS) Market Report 2025

The contact center as a service (CCaaS) market size has grown rapidly in recent years. It will grow from $6.7 billion in 2024 to $7.96 billion in 2025 at a compound annual growth rate (CAGR) of 18.7%. The growth in the historic period can be attributed to early cloud adoption, industry adoption rates, regulatory compliance evolution, integration with legacy systems, market consolidation, remote work enablement.

The contact center as a service (CCaaS) market size is expected to see rapid growth in the next few years. It will grow to $16.06 billion in 2029 at a compound annual growth rate (CAGR) of 19.2%. The growth in the forecast period can be attributed to subscription-based models, evolving customer expectations, customization and personalization, rise in remote work, integration with corm systems. Major trends in the forecast period include AI-powered customer engagement, cloud adoption, omnichannel experience, analytics and insights, remote workforce enablement.

The growing number of internet users worldwide is anticipated to drive the expansion of the contact center as a service (CCaaS) market in the future. Internet users are individuals who engage actively in online communities or utilize the Internet. The Internet serves as a vast network of interconnected computer systems that provide access to information resources across various private, public, commercial, academic, and governmental networks. CCaaS enables companies and consumers to share and obtain information online seamlessly. For example, in September 2023, the International Telecommunication Union, a Switzerland-based United Nations agency focusing on information and communication technologies, reported that 67% of the global population, or 5.4 billion people, were using the Internet, up from 5.3 billion people (66% of the world’s population) in 2022. Thus, the rising number of internet users globally will contribute to the growth of the contact center as a service (CCaaS) market.

The escalating utilization of cloud computing services is poised to be a significant driver propelling the growth of the contact center as a service (CCaaS) market. Cloud computing services involve provisioning computing resources such as storage, processing power, and applications over the internet. In the realm of Contact Center as a Service (CCaaS), cloud computing plays a pivotal role by eliminating the necessity for costly on-premises infrastructure, offering scalability to manage fluctuations in call volumes during peak periods or unforeseen changes. For instance, data from the European Commission in December 2023 revealed that 45.2% of EU enterprises invested in cloud computing services. Notably, email services emerged as the most popular (82.7%), closely followed by file storage (68%) and office software. This burgeoning adoption of cloud computing services across various sectors underpins the driving force behind the growth trajectory of the contact center as a service (CCaaS) market.

Major players in the contact center as a service (CCaaS) market are concentrating on developing innovative solutions, including cloud-based standalone platforms, to improve customer interactions and operational efficiency. These cloud-based standalone platforms are integrated, cloud-hosted solutions that allow businesses to manage customer interactions across various channels without the need for additional software or infrastructure. For example, in June 2024, Microsoft Corporation, a US-based technology company, introduced a standalone CCaaS solution that enables businesses to handle customer interactions across multiple channels, including voice, email, chat, and social media, without requiring extra software or infrastructure. This solution provides flexibility and scalability, allowing businesses to swiftly deploy and adapt their contact center operations based on demand. It features omnichannel support, real-time analytics, and AI-powered tools, such as chatbots, to enhance customer service and operational efficiency. Furthermore, the standalone CCaaS can integrate with third-party systems like CRM, making it a comprehensive solution for managing customer communications.

Major players within the contact center as a service (CCaaS) market are spearheading innovative product developments, notably the introduction of cloud contact centers. These solutions involve outsourcing the management of essential software, hardware, and infrastructure to a third-party vendor, hosted in the cloud. For instance, in February 2022, Zoom Video Communications, Inc. unveiled the Zoom Contact Centre, marking the inaugural omnichannel cloud contact center platform. This platform revolutionizes customer service experiences by integrating various communication channels such as video, SMS, voice, and web chat. Since its inception, the Zoom Contact Centre has rapidly evolved into a comprehensive customer experience suite, incorporating over 600 new features within 18 months. Notably, it introduced the Workforce Engagement Management solution, catering to agent coaching and forecasting, thereby enhancing operational efficiency and customer satisfaction within contact centers. This demonstrates a significant leap in advancing customer service capabilities through cloud-based contact center solutions in the CCaaS market.

In May 2024, Avaya, a technology company based in the US, acquired Edify for an undisclosed amount. This acquisition aimed to strengthen Avaya's leadership in the customer experience (CX) solutions market, particularly by enhancing its cloud and AI capabilities. Edify is a US-based provider of cloud-native contact center platforms, specializing in unified communications (UC), contact center as a service (CCaaS), and communications platform as a service (CPaaS) solutions.

Major companies operating in the contact center as a service (CCaaS) market include Amazon.com Inc., Microsoft Corporation, AT&T Inc., Accenture LLP, IBM Corporation, Cisco Systems Inc, Content Guru Limited, Capgemini, CenturyLink Inc., NICE Systems Ltd, Genesys, Alcatel Lucent Enterprise, Vonage Holdings Corp., Mitel Networks Corporation, Unify Inc, 8x8 Inc, NICE inContact, Zendesk Inc., Oracle Corporation, Talkdesk Inc, Anywhere365 Enterprise Dialogue Management, Liveops Inc., Evolve IP LLC, Enghouse Interactive Inc, 3CLogic, Computer Talk Technology Inc, Luware AG, Serenova, Intrado Corporation, Elevio, Vocalcom, Sharpen.

North America was the largest region in the contact center as a service (CCaaS) market in 2024. The regions covered in the contact center as a service (ccaas) market report are Asia-Pacific, Western Europe, Eastern Europe, North America, South America, Middle East, Africa. The countries covered in the contact center as a service (ccaas) market report are Australia, Brazil, China, France, Germany, India, Indonesia, Japan, Russia, South Korea, UK, USA, Canada, Italy, Spain.

Contact Center as a Service (CCaaS) empowers customer service organizations to manage multichannel interactions through cloud-based contact center infrastructure.

Contact Center as a Service (CCaaS) offers various functions integral to its operation, including automatic call distribution, call recording, computer telephony integration, customer collaboration, dialer, interactive voice response, reporting and analytics, and workforce optimization, among others. Automatic call distribution efficiently routes incoming calls to available staff members, aiding contact centers in managing high call volumes without overwhelming the staff. CCaaS is applicable across different enterprise sizes, catering to both large enterprises and small to medium-sized enterprises (SMEs). Its user industries span BFSI (Banking, Financial Services, and Insurance), IT and telecommunications, government, healthcare, consumer goods and retail, travel and hospitality, media and entertainment, and several other industries.

The contact center as a service (CCaaS) market research report is one of a series of new reports that provides contact center as a service (CCaaS) market statistics, including contact center as a service (CCaaS) industry global market size, regional shares, competitors with a contact center as a service (CCaaS) market share, detailed contact center as a service (CCaaS) market segments, market trends and opportunities, and any further data you may need to thrive in the contact center as a service (CCaaS) industry. This contact center as a service (CCaaS) market research report delivers a complete perspective of everything you need, with an in-depth analysis of the current and future scenario of the industry.

The contact center as a service market includes revenues earned by entities by offering digital platforms which enable customer service agents to communicate with buyers for more personalized customer experiences. Establishments that provide cloud-based contact center solutions are included in this market. The market value includes the value of related goods sold by the service provider or included within the service offering. Only goods and services traded between entities or sold to end consumers are included.

The market value is defined as the revenues that enterprises gain from the sale of goods and/or services within the specified market and geography through sales, grants, or donations in terms of the currency (in USD, unless otherwise specified).

The revenues for a specified geography are consumption values that are revenues generated by organizations in the specified geography within the market, irrespective of where they are produced. It does not include revenues from resales along the supply chain, either further along the supply chain or as part of other products.

This product will be delivered within 3-5 business days.