Contact center as a service (CCaaS) solutions offer similar functional capabilities to those of on-premises contact center infrastructure, but there are key differences. With CCaaS, connectivity to other cloud-based applications may be easier, consumption is paid for via monthly subscription, and there is a stronger focus on service capabilities. Functions and abilities that organizations consider when reviewing their contact center requirements include:
• Automatic call distribution (ACD) and interactive voice response (IVR).
• Universal routing and queuing of voice and internet channels
• A chatbot capability to support self-service and assisted-service interactions and transactions.
• Proactive contact, including outbound dialing and SMS, as well as push text and email notifications.
• Access to customer data • Support for virtual operations, remote agents and subject matter expets
• Customer relationship tracking, management applications and operational support applications.
In 2020, the global Contact Center as a Service market size was xx million US$ and it is expected to reach xx million US$ by the end of 2025, with a CAGR of xx% during 2019-2025.
This report focuses on the global Contact Center as a Service status, future forecast, growth opportunity, key market and key players. The study objectives are to present the Contact Center as a Service development in United States, Europe and China.
The key players covered in this study
Five9
inContact
Talkdesk
Genesys
8x8
NewVoiceMedia
Serenova
Connect First
Noble Systems
Cisco (BroadSoft)
Evolve IP
Nuance
Talkdesk
Genesys
NewVoiceMedia
Content Guru
Puzzel (Intelecom)
Orange Business
Services
Capgemini
BT
Market segment by Type, the product can be split into
Onshore Outsourcing
Offshore Outsourcing
Market segment by Application, split into
Telecom & IT
BFSI
Healthcare & Life Sciences
Government & Public
Retail & Consumer Goods
Others
Market segment by Regions/Countries, this report covers
United States
Europe
China
Japan
Southeast Asia
India
Central & South America
The study objectives of this report are:
To analyze global Contact Center as a Service status, future forecast, growth opportunity, key market and key players.
To present the Contact Center as a Service development in United States, Europe and China.
To strategically profile the key players and comprehensively analyze their development plan and strategies.
To define, describe and forecast the market by product type, market and key regions.
In this study, the years considered to estimate the market size of Contact Center as a Service are as follows:
History Year: 2015-2018
Base Year: 2019
Estimated Year: 2020
Forecast Year 2020 to 2025
For the data information by region, company, type and application, 2019 is considered as the base year. Whenever data information was unavailable for the base year, the prior year has been considered.
Table of Contents
1 Report Overview
1.1 Study Scope
1.2 Key Market Segments
1.3 Players Covered
1.4 Market Analysis by Type
1.4.1 Global Contact Center as a Service Market Size Growth Rate by Type (2014-2025)
1.4.2 Onshore Outsourcing
1.4.3 Offshore Outsourcing
1.5 Market by Application
1.5.1 Global Contact Center as a Service Market Share by Application (2014-2025)
1.5.2 Telecom & IT
1.5.3 BFSI
1.5.4 Healthcare & Life Sciences
1.5.5 Government & Public
1.5.6 Retail & Consumer Goods
1.5.7 Others
1.6 Study Objectives
1.7 Years Considered
2 Global Growth Trends
2.1 Contact Center as a Service Market Size
2.2 Contact Center as a Service Growth Trends by Regions
2.2.1 Contact Center as a Service Market Size by Regions (2014-2025)
2.2.2 Contact Center as a Service Market Share by Regions (2014-2019)
2.3 Industry Trends
2.3.1 Market Top Trends
2.3.2 Market Drivers
2.3.3 Market Opportunities
3 Market Share by Key Players
3.1 Contact Center as a Service Market Size by Manufacturers
3.1.1 Global Contact Center as a Service Revenue by Manufacturers (2014-2019)
3.1.2 Global Contact Center as a Service Revenue Market Share by Manufacturers (2014-2019)
3.1.3 Global Contact Center as a Service Market Concentration Ratio (CR5 and HHI)
3.2 Contact Center as a Service Key Players Head office and Area Served
3.3 Key Players Contact Center as a Service Product/Solution/Service
3.4 Date of Enter into Contact Center as a Service Market
3.5 Mergers & Acquisitions, Expansion Plans
4 Breakdown Data by Type and Application
4.1 Global Contact Center as a Service Market Size by Type (2014-2019)
4.2 Global Contact Center as a Service Market Size by Application (2014-2019)
5 United States
5.1 United States Contact Center as a Service Market Size (2014-2019)
5.2 Contact Center as a Service Key Players in United States
5.3 United States Contact Center as a Service Market Size by Type
5.4 United States Contact Center as a Service Market Size by Application
6 Europe
6.1 Europe Contact Center as a Service Market Size (2014-2019)
6.2 Contact Center as a Service Key Players in Europe
6.3 Europe Contact Center as a Service Market Size by Type
6.4 Europe Contact Center as a Service Market Size by Application
7 China
7.1 China Contact Center as a Service Market Size (2014-2019)
7.2 Contact Center as a Service Key Players in China
7.3 China Contact Center as a Service Market Size by Type
7.4 China Contact Center as a Service Market Size by Application
8 Japan
8.1 Japan Contact Center as a Service Market Size (2014-2019)
8.2 Contact Center as a Service Key Players in Japan
8.3 Japan Contact Center as a Service Market Size by Type
8.4 Japan Contact Center as a Service Market Size by Application
9 Southeast Asia
9.1 Southeast Asia Contact Center as a Service Market Size (2014-2019)
9.2 Contact Center as a Service Key Players in Southeast Asia
9.3 Southeast Asia Contact Center as a Service Market Size by Type
9.4 Southeast Asia Contact Center as a Service Market Size by Application
10 India
10.1 India Contact Center as a Service Market Size (2014-2019)
10.2 Contact Center as a Service Key Players in India
10.3 India Contact Center as a Service Market Size by Type
10.4 India Contact Center as a Service Market Size by Application
11 Central & South America
11.1 Central & South America Contact Center as a Service Market Size (2014-2019)
11.2 Contact Center as a Service Key Players in Central & South America
11.3 Central & South America Contact Center as a Service Market Size by Type
11.4 Central & South America Contact Center as a Service Market Size by Application
12 International Players Profiles
12.1 Five9
12.1.1 Five9 Company Details
12.1.2 Company Description and Business Overview
12.1.3 Contact Center as a Service Introduction
12.1.4 Five9 Revenue in Contact Center as a Service Business (2014-2019)
12.1.5 Five9 Recent Development
12.2 inContact
12.2.1 inContact Company Details
12.2.2 Company Description and Business Overview
12.2.3 Contact Center as a Service Introduction
12.2.4 inContact Revenue in Contact Center as a Service Business (2014-2019)
12.2.5 inContact Recent Development
12.3 Talkdesk
12.3.1 Talkdesk Company Details
12.3.2 Company Description and Business Overview
12.3.3 Contact Center as a Service Introduction
12.3.4 Talkdesk Revenue in Contact Center as a Service Business (2014-2019)
12.3.5 Talkdesk Recent Development
12.4 Genesys
12.4.1 Genesys Company Details
12.4.2 Company Description and Business Overview
12.4.3 Contact Center as a Service Introduction
12.4.4 Genesys Revenue in Contact Center as a Service Business (2014-2019)
12.4.5 Genesys Recent Development
12.5 8x8
12.5.1 8x8 Company Details
12.5.2 Company Description and Business Overview
12.5.3 Contact Center as a Service Introduction
12.5.4 8x8 Revenue in Contact Center as a Service Business (2014-2019)
12.5.5 8x8 Recent Development
12.6 NewVoiceMedia
12.6.1 NewVoiceMedia Company Details
12.6.2 Company Description and Business Overview
12.6.3 Contact Center as a Service Introduction
12.6.4 NewVoiceMedia Revenue in Contact Center as a Service Business (2014-2019)
12.6.5 NewVoiceMedia Recent Development
12.7 Serenova
12.7.1 Serenova Company Details
12.7.2 Company Description and Business Overview
12.7.3 Contact Center as a Service Introduction
12.7.4 Serenova Revenue in Contact Center as a Service Business (2014-2019)
12.7.5 Serenova Recent Development
12.8 Connect First
12.8.1 Connect First Company Details
12.8.2 Company Description and Business Overview
12.8.3 Contact Center as a Service Introduction
12.8.4 Connect First Revenue in Contact Center as a Service Business (2014-2019)
12.8.5 Connect First Recent Development
12.9 Noble Systems
12.9.1 Noble Systems Company Details
12.9.2 Company Description and Business Overview
12.9.3 Contact Center as a Service Introduction
12.9.4 Noble Systems Revenue in Contact Center as a Service Business (2014-2019)
12.9.5 Noble Systems Recent Development
12.10 Cisco (BroadSoft)
12.10.1 Cisco (BroadSoft) Company Details
12.10.2 Company Description and Business Overview
12.10.3 Contact Center as a Service Introduction
12.10.4 Cisco (BroadSoft) Revenue in Contact Center as a Service Business (2014-2019)
12.10.5 Cisco (BroadSoft) Recent Development
12.11 Evolve IP
12.12 Nuance
12.13 Talkdesk
12.14 Genesys
12.15 NewVoiceMedia
12.16 Content Guru
12.17 Puzzel (Intelecom)
12.18 Orange Business
12.19 Services
12.20 Capgemini
12.21 BT
13 Market Forecast 2019-2025
13.1 Market Size Forecast by Regions
13.2 United States
13.3 Europe
13.4 China
13.5 Japan
13.6 Southeast Asia
13.7 India
13.8 Central & South America
13.9 Market Size Forecast by Product (2019-2025)
13.10 Market Size Forecast by Application (2019-2025)
14 Analyst's Viewpoints/Conclusions
15 Appendix
15.1 Research Methodology
15.1.1 Methodology/Research Approach
15.1.1.1 Research Programs/Design
15.1.1.2 Market Size Estimation
12.1.1.3 Market Breakdown and Data Triangulation
15.1.2 Data Source
15.1.2.1 Secondary Sources
15.1.2.2 Primary Sources
15.2 Disclaimer
15.3 Author Details
List of Tables and Figures
Table Contact Center as a Service Key Market Segments
Table Key Players Contact Center as a Service Covered
Table Global Contact Center as a Service Market Size Growth Rate by Type 2014-2025 (Million US$)
Figure Global Contact Center as a Service Market Size Market Share by Type 2014-2025
Figure Onshore Outsourcing Figures
Table Key Players of Onshore Outsourcing
Figure Offshore Outsourcing Figures
Table Key Players of Offshore Outsourcing
Table Global Contact Center as a Service Market Size Growth by Application 2014-2025 (Million US$)
Figure Telecom & IT Case Studies
Figure BFSI Case Studies
Figure Healthcare & Life Sciences Case Studies
Figure Government & Public Case Studies
Figure Retail & Consumer Goods Case Studies
Figure Others Case Studies
Figure Contact Center as a Service Report Years Considered
Table Global Contact Center as a Service Market Size 2014-2025 (Million US$)
Figure Global Contact Center as a Service Market Size and Growth Rate 2014-2025 (Million US$)
Table Global Contact Center as a Service Market Size by Regions 2014-2025 (Million US$)
Table Global Contact Center as a Service Market Size by Regions 2014-2019 (Million US$)
Table Global Contact Center as a Service Market Share by Regions 2014-2019
Figure Global Contact Center as a Service Market Share by Regions 2014-2019
Figure Global Contact Center as a Service Market Share by Regions 2019
Table Market Top Trends
Table Global Contact Center as a Service Revenue by Manufacturers (2014-2019) (Million US$)
Table Global Contact Center as a Service Market Share by Manufacturers (2014-2019)
Figure Global Contact Center as a Service Market Share by Manufacturers in 2018
Table Global Contact Center as a Service Manufacturers Market Concentration Ratio (CR5 and HHI)
Table Key Players Head office and Area Served
Table Key Players Contact Center as a Service Product/Solution/Service
Table Date of Enter into Contact Center as a Service Market
Table Mergers & Acquisitions, Expansion Plans
Table Global Contact Center as a Service Market Size by Type (2014-2019) (Million US$)
Table Global Contact Center as a Service Market Size Share by Type (2014-2019)
Figure Global Contact Center as a Service Market Size Market Share by Type (2014-2019)
Table Global Contact Center as a Service Market Size by Application (2014-2019) (Million US$)
Table Global Contact Center as a Service Market Size Share by Application (2014-2019)
Figure Global Contact Center as a Service Market Size Market Share by Application (2014-2019)
Figure Global Contact Center as a Service Revenue Market Share by Application in 2018
Figure United States Contact Center as a Service Market Size 2014-2019 (Million US$)
Table United States Key Players Contact Center as a Service Revenue (2018-2019) (Million US$)
Table United States Key Players Contact Center as a Service Market Share (2018-2019)
Table United States Contact Center as a Service Market Size by Type (2014-2019) (Million US$)
Table United States Contact Center as a Service Market Share by Type (2014-2019)
Table United States Contact Center as a Service Market Size by Application (2014-2019) (Million US$)
Table United States Contact Center as a Service Market Share by Application (2014-2019)
Figure Europe Contact Center as a Service Market Size 2014-2019 (Million US$)
Table Europe Key Players Contact Center as a Service Revenue (2018-2019) (Million US$)
Table Europe Key Players Contact Center as a Service Market Share (2018-2019)
Table Europe Contact Center as a Service Market Size by Type (2014-2019) (Million US$)
Table Europe Contact Center as a Service Market Share by Type (2014-2019)
Table Europe Contact Center as a Service Market Size by Application (2014-2019) (Million US$)
Table Europe Contact Center as a Service Market Share by Application (2014-2019)
Figure China Contact Center as a Service Market Size 2014-2019 (Million US$)
Table China Key Players Contact Center as a Service Revenue (2018-2019) (Million US$)
Table China Key Players Contact Center as a Service Market Share (2018-2019)
Table China Contact Center as a Service Market Size by Type (2014-20189) (Million US$)
Table China Contact Center as a Service Market Share by Type (2014-2019)
Table China Contact Center as a Service Market Size by Application (2014-2019) (Million US$)
Table China Contact Center as a Service Market Share by Application (2014-2019)
Figure Japan Contact Center as a Service Market Size 2014-2019 (Million US$)
Table Japan Key Players Contact Center as a Service Revenue (2018-2019) (Million US$)
Table Japan Key Players Contact Center as a Service Market Share (2018-2019)
Table Japan Contact Center as a Service Market Size by Type (2014-2019) (Million US$)
Table Japan Contact Center as a Service Market Share by Type (2014-2019)
Table Japan Contact Center as a Service Market Size by Application (2014-2019) (Million US$)
Table Japan Contact Center as a Service Market Share by Application (2014-2019)
Figure Southeast Asia Contact Center as a Service Market Size 2014-2019 (Million US$)
Table Southeast Asia Key Players Contact Center as a Service Revenue (2018-2019) (Million US$)
Table Southeast Asia Key Players Contact Center as a Service Market Share (2018-2019)
Table Southeast Asia Contact Center as a Service Market Size by Type (2014-2019) (Million US$)
Table Southeast Asia Contact Center as a Service Market Share by Type (2014-2019)
Table Southeast Asia Contact Center as a Service Market Size by Application (2014-2019) (Million US$)
Table Southeast Asia Contact Center as a Service Market Share by Application (2014-2019)
Figure India Contact Center as a Service Market Size 2014-2019 (Million US$)
Table India Key Players Contact Center as a Service Revenue (2018-2019) (Million US$)
Table India Key Players Contact Center as a Service Market Share (2018-2019)
Table India Contact Center as a Service Market Size by Type (2014-2019) (Million US$)
Table India Contact Center as a Service Market Share by Type (2014-2019)
Table India Contact Center as a Service Market Size by Application (2014-2019) (Million US$)
Table India Contact Center as a Service Market Share by Application (2014-2019)
Figure Central & South America Contact Center as a Service Market Size 2014-2019 (Million US$)
Table Central & South America Key Players Contact Center as a Service Revenue (2018-2019) (Million US$)
Table Central & South America Key Players Contact Center as a Service Market Share (2018-2019)
Table Central & South America Contact Center as a Service Market Size by Type (2014-2019) (Million US$)
Table Central & South America Contact Center as a Service Market Share by Type (2014-2019)
Table Central & South America Contact Center as a Service Market Size by Application (2014-2019) (Million US$)
Table Central & South America Contact Center as a Service Market Share by Application (2014-2019)
Table Five9 Company Details
Table Five9 Revenue in Contact Center as a Service Business (2014-2019) (Million US$)
Figure Five9 Revenue Growth Rate in Contact Center as a Service Business (2014-2019)
Table Five9 Recent Development
Table inContact Company Details
Table inContact Revenue in Contact Center as a Service Business (2014-2019)(Million US$)
Figure inContact Revenue Growth Rate in Contact Center as a Service Business (2014-2019)
Table inContact Recent Development
Table Talkdesk Company Details
Table Talkdesk Revenue in Contact Center as a Service Business (2014-2019)(Million US$)
Figure Talkdesk Revenue Growth Rate in Contact Center as a Service Business (2014-2019)
Table Talkdesk Recent Development
Table Genesys Company Details
Table Genesys Revenue in Contact Center as a Service Business (2014-2019)(Million US$)
Figure Genesys Revenue Growth Rate in Contact Center as a Service Business (2014-2019)
Table Genesys Recent Development
Table 8x8 Company Details
Table 8x8 Revenue in Contact Center as a Service Business (2014-2019)(Million US$)
Figure 8x8 Revenue Growth Rate in Contact Center as a Service Business (2014-2019)
Table 8x8 Recent Development
Table NewVoiceMedia Company Details
Table NewVoiceMedia Revenue in Contact Center as a Service Business (2014-2019)(Million US$)
Figure NewVoiceMedia Revenue Growth Rate in Contact Center as a Service Business (2014-2019)
Table NewVoiceMedia Recent Development
Table Serenova Company Details
Table Serenova Revenue in Contact Center as a Service Business (2014-2019)(Million US$)
Figure Serenova Revenue Growth Rate in Contact Center as a Service Business (2014-2019)
Table Serenova Recent Development
Table Connect First Company Details
Table Connect First Revenue in Contact Center as a Service Business (2014-2019)(Million US$)
Figure Connect First Revenue Growth Rate in Contact Center as a Service Business (2014-2019)
Table Connect First Recent Development
Table Noble Systems Company Details
Table Noble Systems Revenue in Contact Center as a Service Business (2014-2019)(Million US$)
Figure Noble Systems Revenue Growth Rate in Contact Center as a Service Business (2014-2019)
Table Noble Systems Recent Development
Table Cisco (BroadSoft) Company Details
Table Cisco (BroadSoft) Revenue in Contact Center as a Service Business (2014-2019)(Million US$)
Figure Cisco (BroadSoft) Revenue Growth Rate in Contact Center as a Service Business (2014-2019)
Table Cisco (BroadSoft) Recent Development
Table Evolve IP Company Details
Table Nuance Company Details
Table Talkdesk Company Details
Table Genesys Company Details
Table NewVoiceMedia Company Details
Table Content Guru Company Details
Table Puzzel (Intelecom) Company Details
Table Orange Business Company Details
Table Services Company Details
Table Capgemini Company Details
Table BT Company Details
Table Global Contact Center as a Service Market Size by Regions (Million US$) 2019-2025
Figure Global Contact Center as a Service Market Size Share by Regions (2019-2025)
Figure Global Contact Center as a Service Market Size Share by Regions in 2025
Figure United States Contact Center as a Service Market Size Forecast (2019-2025)(Million USD)
Figure Europe Contact Center as a Service Market Size Forecast (2019-2025)(Million USD)
Figure China Contact Center as a Service Market Size Forecast (2019-2025)(Million USD)
Figure Japan Contact Center as a Service Market Size Forecast (2019-2025)(Million USD)
Figure Southeast Asia Contact Center as a Service Market Size Forecast (2019-2025)(Million USD)
Figure India Contact Center as a Service Market Size Forecast (2019-2025)(Million USD)
Figure Central & South America Contact Center as a Service Market Size Forecast (2019-2025)(Million USD)
Table Global Contact Center as a Service Market Size by Product (2019-2025) (Million US$)
Figure Global Contact Center as a Service Market Size by Product (2019-2025)
Figure Global Contact Center as a Service Market Size by Product in 2025
Table Global Contact Center as a Service Market Size by Application (2019-2025) (Million US$)
Figure Global Contact Center as a Service Market Size by Application (2019-2025)
Figure Global Contact Center as a Service Market Size by Application in 2025
Table Research Programs/Design for This Report
Figure Bottom-up and Top-down Approaches for This Report
Figure Data Triangulation
Table Key Data Information from Secondary Sources
Table Key Data Information from Primary Sources
