Contact Center as a Service Market Scope
A call centre serves as an interaction between customers and the firm as one of the customer relationship management solutions. Customer Relationship Management (CRM) is a corporate approach that focuses on increasing customer happiness and loyalty. Both objectives may be met by gaining a deeper understanding of consumer characteristics and purchasing habits, tailoring the offer to the needs of the client, delivering prompt and accurate service, and giving trustworthy and comprehensive information directly to the customer. Customers can call a call centre or a front office to report concerns or obtain information about the products or services supplied. The back office's role is to assist the call centre employees by resolving client concerns that they are unable to resolve.
The Contact Center as a Service market study is segmented and major geographies with country level break-up.
The companies are exploring the market by adopting mergers & acquisitions, expansions, investments, new service launches and collaborations as their preferred strategies. The players are exploring new geographies through expansions and acquisitions to avail a competitive advantage through combined synergies. Research Analyst at AMA estimates that United States Players will contribute to the maximum growth of Global Contact Center as a Service market throughout the predicted period.
NICE Systems Ltd. (Israel), SAP SE (Sweden), Oracle Corporation (United States), IBM Corporation (United States), Genesys (United States), Cisco Systems, Inc. (United States), Avaya Inc. (United States), Amazon Web Services (United States), Atos SE (France) and Alcatel-Lucolent Enterprise (France) are some of the key players that are part of study coverage. Additionally, the Players which are also part of the research are Content Guru (United Kingdom), Ameyo (India), AT&T Inc. (United States), BT Group plc (United Kingdom), Vocalcom (France), NEC Corporation (Japan), Mitel Networks Corporation (Canada) and ZTE Corporation (China).
The research aims to propose a patent-based approach in searching for potential technology partners as a supporting tool for enabling open innovation. The study also proposes a systematic searching process of technology partners as a
preliminary step to select the emerging and key players that are involved in implementing market estimations. While patent analysis is employed to overcome the aforementioned data- and process-related limitations, as expenses occurred in that technology allows us to estimate the market size by evolving segments as target market from total available market.
AMA Research has segmented the market of Global Contact Center as a Service market by Type, Application and Region.
On the basis of geography, the market of Contact Center as a Service has been segmented into South America (Brazil, Argentina, Rest of South America), Asia Pacific (China, Japan, India, South Korea, Taiwan, Australia, Rest of Asia-Pacific), Europe (Germany, France, Italy, United Kingdom, Netherlands, Rest of Europe), MEA (Middle East, Africa), North America (United States, Canada, Mexico).
Market Leaders and their expansionary development strategies
On 16th December, 2020 - Five9 Announced Strategic Partnership with Conn3ct (Leading Customer Experience, Unified Communications, And Network Services Communications Provider). The Deal Enables High-Touch Client Engagements and A Customizable Contact Centre to Fit the Customer's Specific Demands. and On 30th September, 2020 - Cisco Acquired BabbleLabs, Inc. BabbleLabs Adds to Cisco's Commitment Towards Secure Connectivity by Processing Noise Reduction 100 Percent at The Source of The Problem Delivering a Best-In-Class Audio Experience to Webex Software Users.
On 27th July, 2020 - NICE launched Marketís Only Real-Time Interaction Guidance, Powered by Its Groundbreaking ENLIGHTEN AI Platform. Based on Predictive Behavioural Models for Real-Time Contact Guidance, The New Solution Reliably and Automatically Evaluates and Rates the Distinctive Agent Actions That Promote Customer Happiness.
- Integration of AI Technologies in Algorithm Based Customer Service
- Rising Adoption of Advanced Contact Center Technologies for CRM
- Emergence of Social Media as a Medium for Customer Contact
- Demand for CR Models to Better Engage clients in a Competitive Industry
- Growing adoption among SMEs Across Different Regions
- Preference Towards Work from Home Enabling Flexible Work Hours
- High Initial Investments
- Data Privacy and Security Concerns
- Training and Maintenance Costs
- Client Traffic Management
Key Target AudienceContact Center as a Service Providers, New Entrants and Investors, Venture Capitalists, Government Bodies, Corporate Entities, Government and Private Research Organizations and Others