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CCaaS Market by End-user and Geography - Forecast and Analysis 2022-2026

  • Published: Oct 2021
  • Pages: 120
  • SKU: IRTNTR71415
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The contact center as a service market share is expected to increase by USD 2.26 billion from 2021 to 2026, and the market’s growth momentum will accelerate at a CAGR of 12.07%.

This contact center as a service market research report provides valuable insights on the post-COVID-19 impact on the market, which will help companies evaluate their business approaches. Furthermore, this report extensively covers market segmentation by end-user (IT and telecom, BFSI, consumer goods and retail, healthcare, and others) and geography (North America, Europe, APAC, South America, and MEA). The CCaaS market report also offers information on several market vendors, including ALE International, Atos SE, Avaya Holdings Corp., Cisco Systems Inc., Enghouse Systems Ltd., Five9 Inc., Genesys Telecommunications Laboratories Inc., Microsoft Corp., NICE Ltd., and SAP SE, among others.

What will the CCaaS Market Size be During the Forecast Period?

Download the Free Report Sample to Unlock the CCaaS Market Size for the Forecast Period and Other Important Statistics

 

CCaaS Market: Key Drivers and Challenges

The increasing adoption of cloud-based offerings is notably driving the contact center as a service market growth, although factors such as increased risks related to data security and privacy may impede market growth. Our research analysts have studied the historical data and deduced the key market drivers and the COVID-19 pandemic's impact on the contact center as a service industry. The holistic analysis of the drivers will help in deducing end goals and refining marketing strategies to gain a competitive edge.

Key CCaaS Market Driver

The increasing adoption of cloud-based offerings is driving growth in the contact center as a service market. The increasing adoption of cloud computing services across the globe has created a tremendous potential growth opportunity for cloud-based applications. The inherent benefits of cloud computing, such as scalability, reliability, and high resource availability, are compelling enterprises to adopt cloud architecture for their business models. To extract maximum cost benefits from cloud offerings, enterprises are adopting software on a pay-per-use subscription basis. This is expected to accelerate the adoption of CCaaS applications, such as cloud-based call management, services, and customer support services. 

Key CCaaS Market Challenge

There are increased risks related to data security and privacy in the contact center as a service market. Hosting confidential information on the cloud can make it available to the public or others. Organizations transfer their data or information to the cloud only if the services are secure and reliable. The adoption of CCaaS reduces the organization's control over data and customer interaction, and they become more dependent on the cloud computing service provider. Therefore, increasing concerns related to data security are compelling many organizations to delay the adoption of contact center as a service, which, in turn, poses a significant challenge to market growth. 

This contact center as a service market analysis report also provides detailed information on other upcoming trends and challenges that will have a far-reaching effect on market growth. The actionable insights on the trends and challenges will help companies evaluate and develop growth strategies for 2022-2026.

Who are the Major CCaaS Market Vendors?

The report analyzes the market’s competitive landscape and offers information on several market vendors, including:

 

  • ALE International
  • Atos SE
  • Avaya Holdings Corp.
  • Cisco Systems Inc.
  • Enghouse Systems Ltd.
  • Five9 Inc.
  • Genesys Telecommunications Laboratories Inc.
  • Microsoft Corp.
  • NICE Ltd.
  • SAP SE

 

This statistical study of the contact center as a service market encompasses successful business strategies deployed by the key vendors. The CCaaS market is fragmented, and the vendors are deploying various organic and inorganic growth strategies to compete in the market.

To make the most of the opportunities and recover from the post-COVID-19 impact, market vendors should focus more on the growth prospects in the fast-growing segments while maintaining their positions in the slow-growing segments.

The contact center as a service market forecast report offers in-depth insights into key vendor profiles. The profiles include information on the production, sustainability, and prospects of the leading companies. 

Which are the Key Regions for the CCaaS Market?

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42% of the market’s growth will originate from North America during the forecast period. The US and Canada are the key markets for contact center as a service in North America. However, the market growth in North America will be slower than the growth of the market in other regions.

The use of public cloud services by enterprises and the increased need to analyze customers' information will facilitate the contact center as a service market growth in North America during the forecast period. This market research report entails detailed information on the competitive intelligence, marketing gaps, and regional opportunities in store for vendors, which will assist in creating efficient business plans.

What are the Revenue-generating End-user Segments in the CCaaS Market?

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The contact center as a service market's growth-share from the IT and telecommunication companies segment will be significant during the forecast period. IT and telecommunication companies offer technology products and services to their customers. They also invest in CCaaS for improving productivity, product and service delivery innovations, sales growth, and cost-effective methods for IT service. Telecom companies are adopting contact center as a service for tracking and analyzing all the interactions of their potential and existing customers. 

This report provides an accurate prediction of the contribution of all the segments to the growth of the CCaaS market size and actionable market insights on the post-COVID-19 impact on each segment.

 

CCaaS Market Scope

Report Coverage

Details

Page number

120

Base year

2021

Forecast period

2022-2026

Growth momentum & CAGR

Accelerate at a CAGR of 12.07%

Market growth 2022-2026

$ 2.26 billion

Market structure

Fragmented

YoY growth (%)

10.68

Regional analysis

North America, Europe, APAC, South America, and MEA

Performing market contribution

North America at 42%

Key consumer countries

US, UK, Australia, Canada, and India

Competitive landscape

Leading companies, Competitive strategies, Consumer engagement scope

Key companies profiled

ALE International, Atos SE, Avaya Holdings Corp., Cisco Systems Inc., Enghouse Systems Ltd., Five9 Inc., Genesys Telecommunications Laboratories Inc., Microsoft Corp., NICE Ltd., and SAP SE

Market dynamics

Parent market analysis, Market growth inducers and obstacles, Fast-growing and slow-growing segment analysis, COVID-19 impact and recovery analysis and future consumer dynamics, Market condition analysis for the forecast period

Customization purview

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What are the Key Data Covered in this CCaaS Market Report?

  • CAGR of the market during the forecast period 2022-2026
  • Detailed information on factors that will drive contact center as a service market growth during the next five years
  • Precise estimation of the contact center as a service market size and its contribution to the parent market
  • Accurate predictions on upcoming trends and changes in consumer behavior
  • The growth of the CCaaS industry across North America, Europe, APAC, South America, and MEA
  • A thorough analysis of the market’s competitive landscape and detailed information on vendors
  • Comprehensive details of factors that will challenge the growth of CCaaS market vendors

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Executive Summary

    Market Landscape

    • Market ecosystem
    • Value chain analysis

    Market Sizing

    • Market definition
    • Market segment analysis
    • Market size 2021
    • Market outlook: Forecast for 2021 - 2026

    Five Forces Analysis

    • Five forces summary
    • Bargaining power of buyers
    • Bargaining power of suppliers
    • Threat of new entrants
    • Threat of substitutes
    • Threat of rivalry
    • Market condition

    Market Segmentation by End-user

    • Market segments
    • Comparison by End-user
    • IT and telecom - Market size and forecast 2021-2026
    • BFSI - Market size and forecast 2021-2026
    • Consumer goods and retail - Market size and forecast 2021-2026
    • Healthcare - Market size and forecast 2021-2026
    • Others - Market size and forecast 2021-2026
    • Market opportunity by End-user

    Customer landscape

      Geographic Landscape

      • Geographic segmentation
      • Geographic comparison
      • North America - Market size and forecast 2021-2026
      • Europe - Market size and forecast 2021-2026
      • APAC - Market size and forecast 2021-2026
      • South America - Market size and forecast 2021-2026
      • MEA - Market size and forecast 2021-2026
      • Key leading countries
      • Market opportunity by geography
      • Market drivers
      • Market challenges
      • Market trends

      Vendor Landscape

      • Vendor landscape
      • Landscape disruption

      Vendor Analysis

      • Vendors covered
      • Market positioning of vendors
      • ALE International
      • Atos SE
      • Avaya Holdings Corp.
      • Cisco Systems Inc.
      • Enghouse Systems Ltd.
      • Five9 Inc.
      • Genesys Telecommunications Laboratories Inc.
      • Microsoft Corp.
      • NICE Ltd.
      • SAP SE

      Appendix

      • Scope of the report
      • Currency conversion rates for US$
      • Research methodology
      • List of abbreviations

      Research Framework

      Technavio presents a detailed picture of the market by way of study, synthesis, and summation of data from multiple sources. The analysts have presented the various facets of the market with a particular focus on identifying the key industry influencers. The data thus presented is comprehensive, reliable, and the result of extensive research, both primary and secondary.

      TechnavioINFORMATION SOURCES

      Primary sources

      • Manufacturers and suppliers
      • Channel partners
      • Industry experts
      • Strategic decision makers

      Secondary sources

      • Industry journals and periodicals
      • Government data
      • Financial reports of key industry players
      • Historical data
      • Press releases
      Technavio

      TechnavioDATA ANALYSIS

      Data Synthesis

      • Collation of data
      • Estimation of key figures
      • Analysis of derived insights

      Data Validation

      • Triangulation with data models
      • Reference against proprietary databases
      • Corroboration with industry experts
      Technavio

      TechnavioREPORT WRITING

      Qualitative

      • Market drivers
      • Market challenges
      • Market trends
      • Five forces analysis

      Quantitative

      • Market size and forecast
      • Market segmentation
      • Geographical insights
      • Competitive landscape
      Interested in this report?
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      The ccaas market growth will increase by $2256.28 million during 2021-2026.
      The ccaas market is expected to grow at a CAGR of 12.07% during 2021-2026.
      Technavio has segmented the ccaas market by end user (IT and telecom, BFSI, Consumer goods and retail, Healthcare, and Others) and geographic (North America, Europe, APAC, South America, and MEA).
      ALE International, Atos SE, Avaya Holdings Corp., Cisco Systems Inc., Enghouse Systems Ltd., Five9 Inc., Genesys Telecommunications Laboratories Inc., Microsoft Corp., NICE Ltd., SAP SE are a few of the key vendors in the ccaas market.
      North America will register the highest growth rate of 42.25% among the other regions. Therefore, the ccaas market in North America is expected to garner significant business opportunities for the vendors during the forecast period.
      • US
      • UK
      • Australia
      • Canada
      • India
      The key factors driving the ccaas market growth are:
      • Increasing adoption of cloud-based offerings
      The ccaas market vendors should focus on grabbing business opportunities from the it and telecom segment as it accounted for the largest market share in the base year.
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