Contact Center as a Service Industry to Boom Backed by Never-ending Digital Transformation

Digital transformation among enterprise organizations has only gained momentum in recent years as businesses look to further their digital journeys. Much focus has been laid on AI, which has become more commonplace than ever and continues to evolve with each passing day. Enterprises of all sizes are seeking AI-powered contact center solutions to not just enhance customer experience, but also fuel digital transformation.

Considering the aforementioned factors, Fortune Business Insights estimates that the global market for contact center as a service could be worth USD 16.43 billion by 2030 with a CAGR of 18% during the forecast period. The market stood at USD 5.15 billion in 2023 and USD 4.42 billion in 2022.

Key players in this market such as 8x8, Inc., Content Guru, Anywhere 365, Enghouse Interactive., Computer Talk Technology Inc., Luware AG, and Genesys are innovating to roll out novel solutions. Citing an instance, in June 2021, IQVIA introduced a new Medical Information (MI) contact center service powered by AI. The service responds to inquiries from customers, patients, and healthcare professionals worldwide via competent agents.

Fortune Business Insights™ Presents the 10 Prominent Contact Center as a Service Providers in the World

1. Anywhere365    

Anywhere365 is a cloud contact center platform that is integrated with Microsoft Teams. It automates service desk dialogues and enhances workforce productivity. The Anywhere365 Dialogue Cloud Platform is integrated with Office365 and Cloud PBX. Anywhere365 Dialogue cloud is an omnichannel contact center as a service platform that delivers high flexibility and modern security through workflow agents to merge back-office systems.

June 2022: Anywhere365 and Microsoft Corporation expanded their partnership to onboard the Attendant Console solution on to the Microsoft Teams App Store.

2. Computer Talk Technology Inc.

Computer Talk Technology Inc. is a leading provider of enterprise-class omnichannel contact center solutions integrated with designer tools. The company offers ICE Contact Center for email, voice, chat bots, web chat, SMS, social media, and other applications. It leverages AI and business analytics to modernize contact center workflows.

June 2021: Computer Talk Technology rolled out iceChat, a chat app for their contact center platform. 

3. 8x8 Inc.

8x8 Inc. is a contact center platform with integrations to chat, video, voice, and API solutions. The platform uses social media apps such as WhatsApp, Twitter, and Messenger. The company is known for its eXperience Communications Platform, which has an integrated contact center, video meets, business phone, communication API, and chat app to meet multiple industry needs.

December 2021: 8x8 took over rival Fuze in a USD 250 Million acquisition deal to build its enterprise scale contact center as a service (CCaaS) and XCaaS platforms.

4. Content Guru Limited

Content Guru Limited is known for its Storm CONTACT platform that comes with various applications, including back and front office CX, workforce engagement and management, and automation and AI. The platform is an omnichannel contact center that brings together all channels into a single cloud-based platform.

December 2021: Content Guru unveiled the Storm SCIM (System for Cross-domain Identity Management), which helps organizations organize and analyze staff members of a contact center in a large enterprise.

5. Enghouse Interactive

Enghouse Interactive offers a wide array of services, including contact center infrastructure. These include Enghouse CCaaS, Contact center as a platform and Contact center for Microsoft Teams, and Contact center for SMB and Enterprise. Enghouse CCaaS is a global, fully-scalable cloud-based service, which is secure and multi-tenanted.

June 2022: Enghouse acquired contact center company Competella, which offers cloud-based solutions with integration to Microsoft Teams.

6. Genesys Telecommunication Laboratories Inc.

Genesys is a global software provider popular for solutions such as Genesys Cloud CX and Pointlist. Genesys Cloud CX is an omnichannel platform with email, phone, text, chat, and social media integration. It also offers additional components such as inbound routing, digital channels, unified communications, and workforce engagement.

October 2022: Genesys announced a partnership with KDDI to roll out a new phone system service – Cloud calling for Genesys Cloud CX. This service aids organizations by delivering cloud services all the way from phone line infrastructure to call, voice, and video.

7. NICE Systems Ltd.

NICE designs solutions for digital self-service, workforce engagement, CX analytics, journey orchestration, automation, and open cloud platform. Additionally, it offers training and education for Contact Center as a Service (CCaaS) aspirants. NICE CXOne is an omnichannel CXi platform with cloud based deployment. It leverages AI and CX to deliver categorized and organized data to the workflow.

August 2022: Nice partnered with Microsoft for a co-sell which leveraged CXOne’s marketing and aided organisations for a seamless cloud integration.

8. Talkdesk Inc.

Talkdesk Inc. is one of the world’s leading platform as a service providers. It offers solutions for industries spanning healthcare, government, transportation, education, and others. The company’s Talkdesk CX cloud platforms caters to businesses across retail, financial, and healthcare sectors. Its contact center as a service platform leverages AI to synchronize and automate data while maintaining low-code on a cloud architecture.

June 2022: Taldesk Inc. inked a strategic alliance with NetNordic Denmark to create a custom-made solution for Nilfisk which consists of Talkdesk CX Cloud, Talkdesk for Salesforce, and Talkdesk Quality Management.

9. Luware AG

Luware is a personalized service platform provider integrated on Microsoft Unified Communications (MUC). The firm is known for its Luware Nimbus Contact Center, which is a cloud-based platform with features including after-call work, skill-based distribution, powerful integrations, and workflow editor. Other notable offerings include solutions for attendant consoles, contact centers, recording, and routing.

May 2022: Luware announced that Luware Nimbus has been certified as Microsoft Teams Extended Contact Center.

10. Evolve IP, LLC

Evolve IP offers seral solutions, including cloud services spanning IP telephony, unified communications, contact centers, and virtual servers. Evolve Contact Suite is an omnichannel contact center platform integrated with Microsoft Teams and PBX to convey customer experience and business continuity. Its compliant cloud-based infrastructure allows business enterprises to interact across various communications channels and workforce management.

July 2021: Evolve IP collaborated with Recovery Point to revamp their vulnerable systems to modern, enterprise-class contact centers through on-premise and hybrid cloud deployments.

Contact center as a Service (CCaaS) – The Fuel Driving Digital Transformation of Enterprises

COVID-19 provided the contact center as a service (CCaaS) industry with much-needed momentum as healthcare institutions, government institutions, banks, and financial service providers sought for contact center as a service. CCaaS technology played an unprecedented role in preserving client contacts and workforces in remote areas.

Several big and small companies were seen spending on innovative tools and technologies. In August 2021, Talkdesk raised USD 230 million in Series D funding to leverage AI and machine learning to better serve large enterprises. In the coming years, the rising use of cloud-based services and AI-powered chatbots are likely to propel the CCaaS industry forward.