Global Contact Center as a Service

Contact Center as a Service Comprehensive Study by End Use (Telecom & IT, BFSI, Healthcare & Life Sciences, Government & Public, Retail & Consumer Goods), Deployment (On-premises, Cloud, Hybrid), Scale (Large Enterprises, Small and Medium Enterprises (SMEs)), Component (Solutions (Omnichannel Routing, Workforce Engagement Management, Reporting & Analytics, Customer Engagement Management), Services (Consulting, Implementation and Integration, Training, Support, and Maintenance)) Players and Region - Global Market Outlook to 2030

Contact Center as a Service Market by XX Submarkets | Forecast Years 2024-2030  

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  • Summary
  • Market Segments
  • Table of Content
  • List of Table & Figures
  • Players Profiled
Global Contact Center as a Service Market Overview:
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.

AttributesDetails
Study Period2018-2030
Base Year2023
Forecast Period2024-2030
Historical Period2018-2023
UnitValue (USD Million)
Customization ScopeAvail customization with purchase of this report. Add or modify country, region & or narrow down segments in the final scope subject to feasibility


Influencing Trend:
Integration of AI Technologies in Algorithm Based Customer Service

Market Growth Drivers:
Rising Adoption of Advanced Contact Center Technologies for CRM, Emergence of Social Media as a Medium for Customer Contact and Demand for CR Models to Better Engage clients in a Competitive Industry

Challenges:
Training and Maintenance Costs and Client Traffic Management

Restraints:
High Initial Investments and Data Privacy and Security Concerns

Opportunities:
Growing adoption among SMEs Across Different Regions and Preference Towards Work from Home Enabling Flexible Work Hours

Competitive Landscape:
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.
Some of the key players profiled in the report are 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). Additionally, following companies can also be profiled that are part of our coverage like 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). Analyst at AMA Research see United States Players to retain maximum share of Global Contact Center as a Service market by 2030. Considering Market by End Use, the sub-segment i.e. Telecom & IT will boost the Contact Center as a Service market. Considering Market by Deployment, the sub-segment i.e. On-premises will boost the Contact Center as a Service market. Considering Market by Scale, the sub-segment i.e. Large Enterprises will boost the Contact Center as a Service market. Considering Market by Component, the sub-segment i.e. Solutions (Omnichannel Routing, Workforce Engagement Management, Reporting & Analytics, Customer Engagement Management) will boost the Contact Center as a Service market.

Latest Market Insights:
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 Market’s 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.

What Can be Explored with the Contact Center as a Service Market Study
 Gain Market Understanding
 Identify Growth Opportunities
 Analyze and Measure the Global Contact Center as a Service Market by Identifying Investment across various Industry Verticals
 Understand the Trends that will drive Future Changes in Contact Center as a Service
 Understand the Competitive Scenario
- Track Right Markets
- Identify the Right Verticals

Research Methodology:
The top-down and bottom-up approaches are used to estimate and validate the size of the Global Contact Center as a Service market.
In order to reach an exhaustive list of functional and relevant players various industry classification standards are closely followed such as NAICS, ICB, SIC to penetrate deep in important geographies by players and a thorough validation test is conducted to reach most relevant players for survey in Contact Center as a Service market.
In order to make priority list sorting is done based on revenue generated based on latest reporting with the help of paid databases such as Factiva, Bloomberg etc.
Finally the questionnaire is set and specifically designed to address all the necessities for primary data collection after getting prior appointment by targeting key target audience that includes Contact Center as a Service Providers, New Entrants and Investors, Venture Capitalists, Government Bodies, Corporate Entities, Government and Private Research Organizations and Others.
This helps us to gather the data related to players revenue, operating cycle and expense, profit along with product or service growth etc.
Almost 70-80% of data is collected through primary medium and further validation is done through various secondary sources that includes Regulators, World Bank, Association, Company Website, SEC filings, OTC BB, USPTO, EPO, Annual reports, press releases etc.

Report Objectives / Segmentation Covered

By End Use
  • Telecom & IT
  • BFSI
  • Healthcare & Life Sciences
  • Government & Public
  • Retail & Consumer Goods

By Deployment
  • On-premises
  • Cloud
  • Hybrid

By Scale
  • Large Enterprises
  • Small and Medium Enterprises (SMEs)

By Component
  • Solutions (Omnichannel Routing, Workforce Engagement Management, Reporting & Analytics, Customer Engagement Management)
  • Services (Consulting, Implementation and Integration, Training, Support, and Maintenance)

By Regions
  • 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
  • 1. Market Overview
    • 1.1. Introduction
    • 1.2. Scope/Objective of the Study
      • 1.2.1. Research Objective
  • 2. Executive Summary
    • 2.1. Introduction
  • 3. Market Dynamics
    • 3.1. Introduction
    • 3.2. Market Drivers
      • 3.2.1. Rising Adoption of Advanced Contact Center Technologies for CRM
      • 3.2.2. Emergence of Social Media as a Medium for Customer Contact
      • 3.2.3. Demand for CR Models to Better Engage clients in a Competitive Industry
    • 3.3. Market Challenges
      • 3.3.1. Training and Maintenance Costs
      • 3.3.2. Client Traffic Management
    • 3.4. Market Trends
      • 3.4.1. Integration of AI Technologies in Algorithm Based Customer Service
  • 4. Market Factor Analysis
    • 4.1. Porters Five Forces
    • 4.2. Supply/Value Chain
    • 4.3. PESTEL analysis
    • 4.4. Market Entropy
    • 4.5. Patent/Trademark Analysis
  • 5. Global Contact Center as a Service, by End Use, Deployment, Scale, Component and Region (value) (2018-2023)
    • 5.1. Introduction
    • 5.2. Global Contact Center as a Service (Value)
      • 5.2.1. Global Contact Center as a Service by: End Use (Value)
        • 5.2.1.1. Telecom & IT
        • 5.2.1.2. BFSI
        • 5.2.1.3. Healthcare & Life Sciences
        • 5.2.1.4. Government & Public
        • 5.2.1.5. Retail & Consumer Goods
      • 5.2.2. Global Contact Center as a Service by: Deployment (Value)
        • 5.2.2.1. On-premises
        • 5.2.2.2. Cloud
        • 5.2.2.3. Hybrid
      • 5.2.3. Global Contact Center as a Service by: Scale (Value)
        • 5.2.3.1. Large Enterprises
        • 5.2.3.2. Small and Medium Enterprises (SMEs)
      • 5.2.4. Global Contact Center as a Service by: Component (Value)
        • 5.2.4.1. Solutions (Omnichannel Routing, Workforce Engagement Management, Reporting & Analytics, Customer Engagement Management)
        • 5.2.4.2. Services (Consulting, Implementation and Integration, Training, Support, and Maintenance)
      • 5.2.5. Global Contact Center as a Service Region
        • 5.2.5.1. South America
          • 5.2.5.1.1. Brazil
          • 5.2.5.1.2. Argentina
          • 5.2.5.1.3. Rest of South America
        • 5.2.5.2. Asia Pacific
          • 5.2.5.2.1. China
          • 5.2.5.2.2. Japan
          • 5.2.5.2.3. India
          • 5.2.5.2.4. South Korea
          • 5.2.5.2.5. Taiwan
          • 5.2.5.2.6. Australia
          • 5.2.5.2.7. Rest of Asia-Pacific
        • 5.2.5.3. Europe
          • 5.2.5.3.1. Germany
          • 5.2.5.3.2. France
          • 5.2.5.3.3. Italy
          • 5.2.5.3.4. United Kingdom
          • 5.2.5.3.5. Netherlands
          • 5.2.5.3.6. Rest of Europe
        • 5.2.5.4. MEA
          • 5.2.5.4.1. Middle East
          • 5.2.5.4.2. Africa
        • 5.2.5.5. North America
          • 5.2.5.5.1. United States
          • 5.2.5.5.2. Canada
          • 5.2.5.5.3. Mexico
  • 6. Contact Center as a Service: Manufacturers/Players Analysis
    • 6.1. Competitive Landscape
      • 6.1.1. Market Share Analysis
        • 6.1.1.1. Top 3
        • 6.1.1.2. Top 5
    • 6.2. Peer Group Analysis (2023)
    • 6.3. BCG Matrix
    • 6.4. Company Profile
      • 6.4.1. NICE Systems Ltd. (Israel)
        • 6.4.1.1. Business Overview
        • 6.4.1.2. Products/Services Offerings
        • 6.4.1.3. Financial Analysis
        • 6.4.1.4. SWOT Analysis
      • 6.4.2. SAP SE (Sweden)
        • 6.4.2.1. Business Overview
        • 6.4.2.2. Products/Services Offerings
        • 6.4.2.3. Financial Analysis
        • 6.4.2.4. SWOT Analysis
      • 6.4.3. Oracle Corporation (United States)
        • 6.4.3.1. Business Overview
        • 6.4.3.2. Products/Services Offerings
        • 6.4.3.3. Financial Analysis
        • 6.4.3.4. SWOT Analysis
      • 6.4.4. IBM Corporation (United States)
        • 6.4.4.1. Business Overview
        • 6.4.4.2. Products/Services Offerings
        • 6.4.4.3. Financial Analysis
        • 6.4.4.4. SWOT Analysis
      • 6.4.5. Genesys (United States)
        • 6.4.5.1. Business Overview
        • 6.4.5.2. Products/Services Offerings
        • 6.4.5.3. Financial Analysis
        • 6.4.5.4. SWOT Analysis
      • 6.4.6. Cisco Systems, Inc. (United States)
        • 6.4.6.1. Business Overview
        • 6.4.6.2. Products/Services Offerings
        • 6.4.6.3. Financial Analysis
        • 6.4.6.4. SWOT Analysis
      • 6.4.7. Avaya Inc. (United States)
        • 6.4.7.1. Business Overview
        • 6.4.7.2. Products/Services Offerings
        • 6.4.7.3. Financial Analysis
        • 6.4.7.4. SWOT Analysis
      • 6.4.8. Amazon Web Services (United States)
        • 6.4.8.1. Business Overview
        • 6.4.8.2. Products/Services Offerings
        • 6.4.8.3. Financial Analysis
        • 6.4.8.4. SWOT Analysis
      • 6.4.9. Atos SE (France)
        • 6.4.9.1. Business Overview
        • 6.4.9.2. Products/Services Offerings
        • 6.4.9.3. Financial Analysis
        • 6.4.9.4. SWOT Analysis
      • 6.4.10. Alcatel-Lucolent Enterprise (France)
        • 6.4.10.1. Business Overview
        • 6.4.10.2. Products/Services Offerings
        • 6.4.10.3. Financial Analysis
        • 6.4.10.4. SWOT Analysis
  • 7. Global Contact Center as a Service Sale, by End Use, Deployment, Scale, Component and Region (value) (2025-2030)
    • 7.1. Introduction
    • 7.2. Global Contact Center as a Service (Value)
      • 7.2.1. Global Contact Center as a Service by: End Use (Value)
        • 7.2.1.1. Telecom & IT
        • 7.2.1.2. BFSI
        • 7.2.1.3. Healthcare & Life Sciences
        • 7.2.1.4. Government & Public
        • 7.2.1.5. Retail & Consumer Goods
      • 7.2.2. Global Contact Center as a Service by: Deployment (Value)
        • 7.2.2.1. On-premises
        • 7.2.2.2. Cloud
        • 7.2.2.3. Hybrid
      • 7.2.3. Global Contact Center as a Service by: Scale (Value)
        • 7.2.3.1. Large Enterprises
        • 7.2.3.2. Small and Medium Enterprises (SMEs)
      • 7.2.4. Global Contact Center as a Service by: Component (Value)
        • 7.2.4.1. Solutions (Omnichannel Routing, Workforce Engagement Management, Reporting & Analytics, Customer Engagement Management)
        • 7.2.4.2. Services (Consulting, Implementation and Integration, Training, Support, and Maintenance)
      • 7.2.5. Global Contact Center as a Service Region
        • 7.2.5.1. South America
          • 7.2.5.1.1. Brazil
          • 7.2.5.1.2. Argentina
          • 7.2.5.1.3. Rest of South America
        • 7.2.5.2. Asia Pacific
          • 7.2.5.2.1. China
          • 7.2.5.2.2. Japan
          • 7.2.5.2.3. India
          • 7.2.5.2.4. South Korea
          • 7.2.5.2.5. Taiwan
          • 7.2.5.2.6. Australia
          • 7.2.5.2.7. Rest of Asia-Pacific
        • 7.2.5.3. Europe
          • 7.2.5.3.1. Germany
          • 7.2.5.3.2. France
          • 7.2.5.3.3. Italy
          • 7.2.5.3.4. United Kingdom
          • 7.2.5.3.5. Netherlands
          • 7.2.5.3.6. Rest of Europe
        • 7.2.5.4. MEA
          • 7.2.5.4.1. Middle East
          • 7.2.5.4.2. Africa
        • 7.2.5.5. North America
          • 7.2.5.5.1. United States
          • 7.2.5.5.2. Canada
          • 7.2.5.5.3. Mexico
  • 8. Appendix
    • 8.1. Acronyms
  • 9. Methodology and Data Source
    • 9.1. Methodology/Research Approach
      • 9.1.1. Research Programs/Design
      • 9.1.2. Market Size Estimation
      • 9.1.3. Market Breakdown and Data Triangulation
    • 9.2. Data Source
      • 9.2.1. Secondary Sources
      • 9.2.2. Primary Sources
    • 9.3. Disclaimer
List of Tables
  • Table 1. Contact Center as a Service: by End Use(USD Million)
  • Table 2. Contact Center as a Service Telecom & IT , by Region USD Million (2018-2023)
  • Table 3. Contact Center as a Service BFSI , by Region USD Million (2018-2023)
  • Table 4. Contact Center as a Service Healthcare & Life Sciences , by Region USD Million (2018-2023)
  • Table 5. Contact Center as a Service Government & Public , by Region USD Million (2018-2023)
  • Table 6. Contact Center as a Service Retail & Consumer Goods , by Region USD Million (2018-2023)
  • Table 7. Contact Center as a Service: by Deployment(USD Million)
  • Table 8. Contact Center as a Service On-premises , by Region USD Million (2018-2023)
  • Table 9. Contact Center as a Service Cloud , by Region USD Million (2018-2023)
  • Table 10. Contact Center as a Service Hybrid , by Region USD Million (2018-2023)
  • Table 11. Contact Center as a Service: by Scale(USD Million)
  • Table 12. Contact Center as a Service Large Enterprises , by Region USD Million (2018-2023)
  • Table 13. Contact Center as a Service Small and Medium Enterprises (SMEs) , by Region USD Million (2018-2023)
  • Table 14. Contact Center as a Service: by Component(USD Million)
  • Table 15. Contact Center as a Service Solutions (Omnichannel Routing, Workforce Engagement Management, Reporting & Analytics, Customer Engagement Management) , by Region USD Million (2018-2023)
  • Table 16. Contact Center as a Service Services (Consulting, Implementation and Integration, Training, Support, and Maintenance) , by Region USD Million (2018-2023)
  • Table 17. South America Contact Center as a Service, by Country USD Million (2018-2023)
  • Table 18. South America Contact Center as a Service, by End Use USD Million (2018-2023)
  • Table 19. South America Contact Center as a Service, by Deployment USD Million (2018-2023)
  • Table 20. South America Contact Center as a Service, by Scale USD Million (2018-2023)
  • Table 21. South America Contact Center as a Service, by Component USD Million (2018-2023)
  • Table 22. Brazil Contact Center as a Service, by End Use USD Million (2018-2023)
  • Table 23. Brazil Contact Center as a Service, by Deployment USD Million (2018-2023)
  • Table 24. Brazil Contact Center as a Service, by Scale USD Million (2018-2023)
  • Table 25. Brazil Contact Center as a Service, by Component USD Million (2018-2023)
  • Table 26. Argentina Contact Center as a Service, by End Use USD Million (2018-2023)
  • Table 27. Argentina Contact Center as a Service, by Deployment USD Million (2018-2023)
  • Table 28. Argentina Contact Center as a Service, by Scale USD Million (2018-2023)
  • Table 29. Argentina Contact Center as a Service, by Component USD Million (2018-2023)
  • Table 30. Rest of South America Contact Center as a Service, by End Use USD Million (2018-2023)
  • Table 31. Rest of South America Contact Center as a Service, by Deployment USD Million (2018-2023)
  • Table 32. Rest of South America Contact Center as a Service, by Scale USD Million (2018-2023)
  • Table 33. Rest of South America Contact Center as a Service, by Component USD Million (2018-2023)
  • Table 34. Asia Pacific Contact Center as a Service, by Country USD Million (2018-2023)
  • Table 35. Asia Pacific Contact Center as a Service, by End Use USD Million (2018-2023)
  • Table 36. Asia Pacific Contact Center as a Service, by Deployment USD Million (2018-2023)
  • Table 37. Asia Pacific Contact Center as a Service, by Scale USD Million (2018-2023)
  • Table 38. Asia Pacific Contact Center as a Service, by Component USD Million (2018-2023)
  • Table 39. China Contact Center as a Service, by End Use USD Million (2018-2023)
  • Table 40. China Contact Center as a Service, by Deployment USD Million (2018-2023)
  • Table 41. China Contact Center as a Service, by Scale USD Million (2018-2023)
  • Table 42. China Contact Center as a Service, by Component USD Million (2018-2023)
  • Table 43. Japan Contact Center as a Service, by End Use USD Million (2018-2023)
  • Table 44. Japan Contact Center as a Service, by Deployment USD Million (2018-2023)
  • Table 45. Japan Contact Center as a Service, by Scale USD Million (2018-2023)
  • Table 46. Japan Contact Center as a Service, by Component USD Million (2018-2023)
  • Table 47. India Contact Center as a Service, by End Use USD Million (2018-2023)
  • Table 48. India Contact Center as a Service, by Deployment USD Million (2018-2023)
  • Table 49. India Contact Center as a Service, by Scale USD Million (2018-2023)
  • Table 50. India Contact Center as a Service, by Component USD Million (2018-2023)
  • Table 51. South Korea Contact Center as a Service, by End Use USD Million (2018-2023)
  • Table 52. South Korea Contact Center as a Service, by Deployment USD Million (2018-2023)
  • Table 53. South Korea Contact Center as a Service, by Scale USD Million (2018-2023)
  • Table 54. South Korea Contact Center as a Service, by Component USD Million (2018-2023)
  • Table 55. Taiwan Contact Center as a Service, by End Use USD Million (2018-2023)
  • Table 56. Taiwan Contact Center as a Service, by Deployment USD Million (2018-2023)
  • Table 57. Taiwan Contact Center as a Service, by Scale USD Million (2018-2023)
  • Table 58. Taiwan Contact Center as a Service, by Component USD Million (2018-2023)
  • Table 59. Australia Contact Center as a Service, by End Use USD Million (2018-2023)
  • Table 60. Australia Contact Center as a Service, by Deployment USD Million (2018-2023)
  • Table 61. Australia Contact Center as a Service, by Scale USD Million (2018-2023)
  • Table 62. Australia Contact Center as a Service, by Component USD Million (2018-2023)
  • Table 63. Rest of Asia-Pacific Contact Center as a Service, by End Use USD Million (2018-2023)
  • Table 64. Rest of Asia-Pacific Contact Center as a Service, by Deployment USD Million (2018-2023)
  • Table 65. Rest of Asia-Pacific Contact Center as a Service, by Scale USD Million (2018-2023)
  • Table 66. Rest of Asia-Pacific Contact Center as a Service, by Component USD Million (2018-2023)
  • Table 67. Europe Contact Center as a Service, by Country USD Million (2018-2023)
  • Table 68. Europe Contact Center as a Service, by End Use USD Million (2018-2023)
  • Table 69. Europe Contact Center as a Service, by Deployment USD Million (2018-2023)
  • Table 70. Europe Contact Center as a Service, by Scale USD Million (2018-2023)
  • Table 71. Europe Contact Center as a Service, by Component USD Million (2018-2023)
  • Table 72. Germany Contact Center as a Service, by End Use USD Million (2018-2023)
  • Table 73. Germany Contact Center as a Service, by Deployment USD Million (2018-2023)
  • Table 74. Germany Contact Center as a Service, by Scale USD Million (2018-2023)
  • Table 75. Germany Contact Center as a Service, by Component USD Million (2018-2023)
  • Table 76. France Contact Center as a Service, by End Use USD Million (2018-2023)
  • Table 77. France Contact Center as a Service, by Deployment USD Million (2018-2023)
  • Table 78. France Contact Center as a Service, by Scale USD Million (2018-2023)
  • Table 79. France Contact Center as a Service, by Component USD Million (2018-2023)
  • Table 80. Italy Contact Center as a Service, by End Use USD Million (2018-2023)
  • Table 81. Italy Contact Center as a Service, by Deployment USD Million (2018-2023)
  • Table 82. Italy Contact Center as a Service, by Scale USD Million (2018-2023)
  • Table 83. Italy Contact Center as a Service, by Component USD Million (2018-2023)
  • Table 84. United Kingdom Contact Center as a Service, by End Use USD Million (2018-2023)
  • Table 85. United Kingdom Contact Center as a Service, by Deployment USD Million (2018-2023)
  • Table 86. United Kingdom Contact Center as a Service, by Scale USD Million (2018-2023)
  • Table 87. United Kingdom Contact Center as a Service, by Component USD Million (2018-2023)
  • Table 88. Netherlands Contact Center as a Service, by End Use USD Million (2018-2023)
  • Table 89. Netherlands Contact Center as a Service, by Deployment USD Million (2018-2023)
  • Table 90. Netherlands Contact Center as a Service, by Scale USD Million (2018-2023)
  • Table 91. Netherlands Contact Center as a Service, by Component USD Million (2018-2023)
  • Table 92. Rest of Europe Contact Center as a Service, by End Use USD Million (2018-2023)
  • Table 93. Rest of Europe Contact Center as a Service, by Deployment USD Million (2018-2023)
  • Table 94. Rest of Europe Contact Center as a Service, by Scale USD Million (2018-2023)
  • Table 95. Rest of Europe Contact Center as a Service, by Component USD Million (2018-2023)
  • Table 96. MEA Contact Center as a Service, by Country USD Million (2018-2023)
  • Table 97. MEA Contact Center as a Service, by End Use USD Million (2018-2023)
  • Table 98. MEA Contact Center as a Service, by Deployment USD Million (2018-2023)
  • Table 99. MEA Contact Center as a Service, by Scale USD Million (2018-2023)
  • Table 100. MEA Contact Center as a Service, by Component USD Million (2018-2023)
  • Table 101. Middle East Contact Center as a Service, by End Use USD Million (2018-2023)
  • Table 102. Middle East Contact Center as a Service, by Deployment USD Million (2018-2023)
  • Table 103. Middle East Contact Center as a Service, by Scale USD Million (2018-2023)
  • Table 104. Middle East Contact Center as a Service, by Component USD Million (2018-2023)
  • Table 105. Africa Contact Center as a Service, by End Use USD Million (2018-2023)
  • Table 106. Africa Contact Center as a Service, by Deployment USD Million (2018-2023)
  • Table 107. Africa Contact Center as a Service, by Scale USD Million (2018-2023)
  • Table 108. Africa Contact Center as a Service, by Component USD Million (2018-2023)
  • Table 109. North America Contact Center as a Service, by Country USD Million (2018-2023)
  • Table 110. North America Contact Center as a Service, by End Use USD Million (2018-2023)
  • Table 111. North America Contact Center as a Service, by Deployment USD Million (2018-2023)
  • Table 112. North America Contact Center as a Service, by Scale USD Million (2018-2023)
  • Table 113. North America Contact Center as a Service, by Component USD Million (2018-2023)
  • Table 114. United States Contact Center as a Service, by End Use USD Million (2018-2023)
  • Table 115. United States Contact Center as a Service, by Deployment USD Million (2018-2023)
  • Table 116. United States Contact Center as a Service, by Scale USD Million (2018-2023)
  • Table 117. United States Contact Center as a Service, by Component USD Million (2018-2023)
  • Table 118. Canada Contact Center as a Service, by End Use USD Million (2018-2023)
  • Table 119. Canada Contact Center as a Service, by Deployment USD Million (2018-2023)
  • Table 120. Canada Contact Center as a Service, by Scale USD Million (2018-2023)
  • Table 121. Canada Contact Center as a Service, by Component USD Million (2018-2023)
  • Table 122. Mexico Contact Center as a Service, by End Use USD Million (2018-2023)
  • Table 123. Mexico Contact Center as a Service, by Deployment USD Million (2018-2023)
  • Table 124. Mexico Contact Center as a Service, by Scale USD Million (2018-2023)
  • Table 125. Mexico Contact Center as a Service, by Component USD Million (2018-2023)
  • Table 126. Company Basic Information, Sales Area and Its Competitors
  • Table 127. Company Basic Information, Sales Area and Its Competitors
  • Table 128. Company Basic Information, Sales Area and Its Competitors
  • Table 129. Company Basic Information, Sales Area and Its Competitors
  • Table 130. Company Basic Information, Sales Area and Its Competitors
  • Table 131. Company Basic Information, Sales Area and Its Competitors
  • Table 132. Company Basic Information, Sales Area and Its Competitors
  • Table 133. Company Basic Information, Sales Area and Its Competitors
  • Table 134. Company Basic Information, Sales Area and Its Competitors
  • Table 135. Company Basic Information, Sales Area and Its Competitors
  • Table 136. Contact Center as a Service: by End Use(USD Million)
  • Table 137. Contact Center as a Service Telecom & IT , by Region USD Million (2025-2030)
  • Table 138. Contact Center as a Service BFSI , by Region USD Million (2025-2030)
  • Table 139. Contact Center as a Service Healthcare & Life Sciences , by Region USD Million (2025-2030)
  • Table 140. Contact Center as a Service Government & Public , by Region USD Million (2025-2030)
  • Table 141. Contact Center as a Service Retail & Consumer Goods , by Region USD Million (2025-2030)
  • Table 142. Contact Center as a Service: by Deployment(USD Million)
  • Table 143. Contact Center as a Service On-premises , by Region USD Million (2025-2030)
  • Table 144. Contact Center as a Service Cloud , by Region USD Million (2025-2030)
  • Table 145. Contact Center as a Service Hybrid , by Region USD Million (2025-2030)
  • Table 146. Contact Center as a Service: by Scale(USD Million)
  • Table 147. Contact Center as a Service Large Enterprises , by Region USD Million (2025-2030)
  • Table 148. Contact Center as a Service Small and Medium Enterprises (SMEs) , by Region USD Million (2025-2030)
  • Table 149. Contact Center as a Service: by Component(USD Million)
  • Table 150. Contact Center as a Service Solutions (Omnichannel Routing, Workforce Engagement Management, Reporting & Analytics, Customer Engagement Management) , by Region USD Million (2025-2030)
  • Table 151. Contact Center as a Service Services (Consulting, Implementation and Integration, Training, Support, and Maintenance) , by Region USD Million (2025-2030)
  • Table 152. South America Contact Center as a Service, by Country USD Million (2025-2030)
  • Table 153. South America Contact Center as a Service, by End Use USD Million (2025-2030)
  • Table 154. South America Contact Center as a Service, by Deployment USD Million (2025-2030)
  • Table 155. South America Contact Center as a Service, by Scale USD Million (2025-2030)
  • Table 156. South America Contact Center as a Service, by Component USD Million (2025-2030)
  • Table 157. Brazil Contact Center as a Service, by End Use USD Million (2025-2030)
  • Table 158. Brazil Contact Center as a Service, by Deployment USD Million (2025-2030)
  • Table 159. Brazil Contact Center as a Service, by Scale USD Million (2025-2030)
  • Table 160. Brazil Contact Center as a Service, by Component USD Million (2025-2030)
  • Table 161. Argentina Contact Center as a Service, by End Use USD Million (2025-2030)
  • Table 162. Argentina Contact Center as a Service, by Deployment USD Million (2025-2030)
  • Table 163. Argentina Contact Center as a Service, by Scale USD Million (2025-2030)
  • Table 164. Argentina Contact Center as a Service, by Component USD Million (2025-2030)
  • Table 165. Rest of South America Contact Center as a Service, by End Use USD Million (2025-2030)
  • Table 166. Rest of South America Contact Center as a Service, by Deployment USD Million (2025-2030)
  • Table 167. Rest of South America Contact Center as a Service, by Scale USD Million (2025-2030)
  • Table 168. Rest of South America Contact Center as a Service, by Component USD Million (2025-2030)
  • Table 169. Asia Pacific Contact Center as a Service, by Country USD Million (2025-2030)
  • Table 170. Asia Pacific Contact Center as a Service, by End Use USD Million (2025-2030)
  • Table 171. Asia Pacific Contact Center as a Service, by Deployment USD Million (2025-2030)
  • Table 172. Asia Pacific Contact Center as a Service, by Scale USD Million (2025-2030)
  • Table 173. Asia Pacific Contact Center as a Service, by Component USD Million (2025-2030)
  • Table 174. China Contact Center as a Service, by End Use USD Million (2025-2030)
  • Table 175. China Contact Center as a Service, by Deployment USD Million (2025-2030)
  • Table 176. China Contact Center as a Service, by Scale USD Million (2025-2030)
  • Table 177. China Contact Center as a Service, by Component USD Million (2025-2030)
  • Table 178. Japan Contact Center as a Service, by End Use USD Million (2025-2030)
  • Table 179. Japan Contact Center as a Service, by Deployment USD Million (2025-2030)
  • Table 180. Japan Contact Center as a Service, by Scale USD Million (2025-2030)
  • Table 181. Japan Contact Center as a Service, by Component USD Million (2025-2030)
  • Table 182. India Contact Center as a Service, by End Use USD Million (2025-2030)
  • Table 183. India Contact Center as a Service, by Deployment USD Million (2025-2030)
  • Table 184. India Contact Center as a Service, by Scale USD Million (2025-2030)
  • Table 185. India Contact Center as a Service, by Component USD Million (2025-2030)
  • Table 186. South Korea Contact Center as a Service, by End Use USD Million (2025-2030)
  • Table 187. South Korea Contact Center as a Service, by Deployment USD Million (2025-2030)
  • Table 188. South Korea Contact Center as a Service, by Scale USD Million (2025-2030)
  • Table 189. South Korea Contact Center as a Service, by Component USD Million (2025-2030)
  • Table 190. Taiwan Contact Center as a Service, by End Use USD Million (2025-2030)
  • Table 191. Taiwan Contact Center as a Service, by Deployment USD Million (2025-2030)
  • Table 192. Taiwan Contact Center as a Service, by Scale USD Million (2025-2030)
  • Table 193. Taiwan Contact Center as a Service, by Component USD Million (2025-2030)
  • Table 194. Australia Contact Center as a Service, by End Use USD Million (2025-2030)
  • Table 195. Australia Contact Center as a Service, by Deployment USD Million (2025-2030)
  • Table 196. Australia Contact Center as a Service, by Scale USD Million (2025-2030)
  • Table 197. Australia Contact Center as a Service, by Component USD Million (2025-2030)
  • Table 198. Rest of Asia-Pacific Contact Center as a Service, by End Use USD Million (2025-2030)
  • Table 199. Rest of Asia-Pacific Contact Center as a Service, by Deployment USD Million (2025-2030)
  • Table 200. Rest of Asia-Pacific Contact Center as a Service, by Scale USD Million (2025-2030)
  • Table 201. Rest of Asia-Pacific Contact Center as a Service, by Component USD Million (2025-2030)
  • Table 202. Europe Contact Center as a Service, by Country USD Million (2025-2030)
  • Table 203. Europe Contact Center as a Service, by End Use USD Million (2025-2030)
  • Table 204. Europe Contact Center as a Service, by Deployment USD Million (2025-2030)
  • Table 205. Europe Contact Center as a Service, by Scale USD Million (2025-2030)
  • Table 206. Europe Contact Center as a Service, by Component USD Million (2025-2030)
  • Table 207. Germany Contact Center as a Service, by End Use USD Million (2025-2030)
  • Table 208. Germany Contact Center as a Service, by Deployment USD Million (2025-2030)
  • Table 209. Germany Contact Center as a Service, by Scale USD Million (2025-2030)
  • Table 210. Germany Contact Center as a Service, by Component USD Million (2025-2030)
  • Table 211. France Contact Center as a Service, by End Use USD Million (2025-2030)
  • Table 212. France Contact Center as a Service, by Deployment USD Million (2025-2030)
  • Table 213. France Contact Center as a Service, by Scale USD Million (2025-2030)
  • Table 214. France Contact Center as a Service, by Component USD Million (2025-2030)
  • Table 215. Italy Contact Center as a Service, by End Use USD Million (2025-2030)
  • Table 216. Italy Contact Center as a Service, by Deployment USD Million (2025-2030)
  • Table 217. Italy Contact Center as a Service, by Scale USD Million (2025-2030)
  • Table 218. Italy Contact Center as a Service, by Component USD Million (2025-2030)
  • Table 219. United Kingdom Contact Center as a Service, by End Use USD Million (2025-2030)
  • Table 220. United Kingdom Contact Center as a Service, by Deployment USD Million (2025-2030)
  • Table 221. United Kingdom Contact Center as a Service, by Scale USD Million (2025-2030)
  • Table 222. United Kingdom Contact Center as a Service, by Component USD Million (2025-2030)
  • Table 223. Netherlands Contact Center as a Service, by End Use USD Million (2025-2030)
  • Table 224. Netherlands Contact Center as a Service, by Deployment USD Million (2025-2030)
  • Table 225. Netherlands Contact Center as a Service, by Scale USD Million (2025-2030)
  • Table 226. Netherlands Contact Center as a Service, by Component USD Million (2025-2030)
  • Table 227. Rest of Europe Contact Center as a Service, by End Use USD Million (2025-2030)
  • Table 228. Rest of Europe Contact Center as a Service, by Deployment USD Million (2025-2030)
  • Table 229. Rest of Europe Contact Center as a Service, by Scale USD Million (2025-2030)
  • Table 230. Rest of Europe Contact Center as a Service, by Component USD Million (2025-2030)
  • Table 231. MEA Contact Center as a Service, by Country USD Million (2025-2030)
  • Table 232. MEA Contact Center as a Service, by End Use USD Million (2025-2030)
  • Table 233. MEA Contact Center as a Service, by Deployment USD Million (2025-2030)
  • Table 234. MEA Contact Center as a Service, by Scale USD Million (2025-2030)
  • Table 235. MEA Contact Center as a Service, by Component USD Million (2025-2030)
  • Table 236. Middle East Contact Center as a Service, by End Use USD Million (2025-2030)
  • Table 237. Middle East Contact Center as a Service, by Deployment USD Million (2025-2030)
  • Table 238. Middle East Contact Center as a Service, by Scale USD Million (2025-2030)
  • Table 239. Middle East Contact Center as a Service, by Component USD Million (2025-2030)
  • Table 240. Africa Contact Center as a Service, by End Use USD Million (2025-2030)
  • Table 241. Africa Contact Center as a Service, by Deployment USD Million (2025-2030)
  • Table 242. Africa Contact Center as a Service, by Scale USD Million (2025-2030)
  • Table 243. Africa Contact Center as a Service, by Component USD Million (2025-2030)
  • Table 244. North America Contact Center as a Service, by Country USD Million (2025-2030)
  • Table 245. North America Contact Center as a Service, by End Use USD Million (2025-2030)
  • Table 246. North America Contact Center as a Service, by Deployment USD Million (2025-2030)
  • Table 247. North America Contact Center as a Service, by Scale USD Million (2025-2030)
  • Table 248. North America Contact Center as a Service, by Component USD Million (2025-2030)
  • Table 249. United States Contact Center as a Service, by End Use USD Million (2025-2030)
  • Table 250. United States Contact Center as a Service, by Deployment USD Million (2025-2030)
  • Table 251. United States Contact Center as a Service, by Scale USD Million (2025-2030)
  • Table 252. United States Contact Center as a Service, by Component USD Million (2025-2030)
  • Table 253. Canada Contact Center as a Service, by End Use USD Million (2025-2030)
  • Table 254. Canada Contact Center as a Service, by Deployment USD Million (2025-2030)
  • Table 255. Canada Contact Center as a Service, by Scale USD Million (2025-2030)
  • Table 256. Canada Contact Center as a Service, by Component USD Million (2025-2030)
  • Table 257. Mexico Contact Center as a Service, by End Use USD Million (2025-2030)
  • Table 258. Mexico Contact Center as a Service, by Deployment USD Million (2025-2030)
  • Table 259. Mexico Contact Center as a Service, by Scale USD Million (2025-2030)
  • Table 260. Mexico Contact Center as a Service, by Component USD Million (2025-2030)
  • Table 261. Research Programs/Design for This Report
  • Table 262. Key Data Information from Secondary Sources
  • Table 263. Key Data Information from Primary Sources
List of Figures
  • Figure 1. Porters Five Forces
  • Figure 2. Supply/Value Chain
  • Figure 3. PESTEL analysis
  • Figure 4. Global Contact Center as a Service: by End Use USD Million (2018-2023)
  • Figure 5. Global Contact Center as a Service: by Deployment USD Million (2018-2023)
  • Figure 6. Global Contact Center as a Service: by Scale USD Million (2018-2023)
  • Figure 7. Global Contact Center as a Service: by Component USD Million (2018-2023)
  • Figure 8. South America Contact Center as a Service Share (%), by Country
  • Figure 9. Asia Pacific Contact Center as a Service Share (%), by Country
  • Figure 10. Europe Contact Center as a Service Share (%), by Country
  • Figure 11. MEA Contact Center as a Service Share (%), by Country
  • Figure 12. North America Contact Center as a Service Share (%), by Country
  • Figure 13. Global Contact Center as a Service share by Players 2023 (%)
  • Figure 14. Global Contact Center as a Service share by Players (Top 3) 2023(%)
  • Figure 15. Global Contact Center as a Service share by Players (Top 5) 2023(%)
  • Figure 16. BCG Matrix for key Companies
  • Figure 17. NICE Systems Ltd. (Israel) Revenue, Net Income and Gross profit
  • Figure 18. NICE Systems Ltd. (Israel) Revenue: by Geography 2023
  • Figure 19. SAP SE (Sweden) Revenue, Net Income and Gross profit
  • Figure 20. SAP SE (Sweden) Revenue: by Geography 2023
  • Figure 21. Oracle Corporation (United States) Revenue, Net Income and Gross profit
  • Figure 22. Oracle Corporation (United States) Revenue: by Geography 2023
  • Figure 23. IBM Corporation (United States) Revenue, Net Income and Gross profit
  • Figure 24. IBM Corporation (United States) Revenue: by Geography 2023
  • Figure 25. Genesys (United States) Revenue, Net Income and Gross profit
  • Figure 26. Genesys (United States) Revenue: by Geography 2023
  • Figure 27. Cisco Systems, Inc. (United States) Revenue, Net Income and Gross profit
  • Figure 28. Cisco Systems, Inc. (United States) Revenue: by Geography 2023
  • Figure 29. Avaya Inc. (United States) Revenue, Net Income and Gross profit
  • Figure 30. Avaya Inc. (United States) Revenue: by Geography 2023
  • Figure 31. Amazon Web Services (United States) Revenue, Net Income and Gross profit
  • Figure 32. Amazon Web Services (United States) Revenue: by Geography 2023
  • Figure 33. Atos SE (France) Revenue, Net Income and Gross profit
  • Figure 34. Atos SE (France) Revenue: by Geography 2023
  • Figure 35. Alcatel-Lucolent Enterprise (France) Revenue, Net Income and Gross profit
  • Figure 36. Alcatel-Lucolent Enterprise (France) Revenue: by Geography 2023
  • Figure 37. Global Contact Center as a Service: by End Use USD Million (2025-2030)
  • Figure 38. Global Contact Center as a Service: by Deployment USD Million (2025-2030)
  • Figure 39. Global Contact Center as a Service: by Scale USD Million (2025-2030)
  • Figure 40. Global Contact Center as a Service: by Component USD Million (2025-2030)
  • Figure 41. South America Contact Center as a Service Share (%), by Country
  • Figure 42. Asia Pacific Contact Center as a Service Share (%), by Country
  • Figure 43. Europe Contact Center as a Service Share (%), by Country
  • Figure 44. MEA Contact Center as a Service Share (%), by Country
  • Figure 45. North America Contact Center as a Service Share (%), by Country
List of companies from research coverage that are profiled in the study
  • 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)
  • Alcatel-Lucolent Enterprise (France)
Additional players considered in the study are as follows:
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) , ZTE Corporation (China)
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Feb 2024 206 Pages 79 Tables Base Year: 2023 Coverage: 15+ Companies; 18 Countries

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Global Contact Center as a Service Quantitative research analysis
Global Contact Center as a Service Qualitative Industry Analysis
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Top performing companies in the Global Contact Center as a Service market are 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), to name a few.
"Integration of AI Technologies in Algorithm Based Customer Service" is seen as one of major influencing trends for Contact Center as a Service Market during projected period 2023-2030.

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