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Contact Center as a Service (CCaaS) Market Size, Share & Industry Analysis, By Function (Interactive Voice Response (IVR), Multichannel, Automatic Call Distribution, Computer Telephony Integration (CTI), Reporting and Analytics, Workforce Optimization, Customer Collaboration, and Others), By Enterprise Type (Small and Mid-sized Enterprises (SMEs) and Large Enterprises), By Industry (BFSI, IT & Telecommunications, Government, Healthcare, Consumer Goods & Retail, Travel & Hospitality, Media & Entertainment, and Others), and Regional Forecast, 2024-2032

Last Updated: February 03, 2025 | Format: PDF | Report ID: FBI104160

 

  1. Introduction
    1. Definition, By Segment
    2. Research Methodology/Approach
    3. Data Sources
  2. Executive Summary
  3. Market Dynamics
    1. Macro and Micro Economic Indicators
    2. Drivers, Restraints, Opportunities and Trends
    3. Impact of Generative AI
  4. Competition Landscape
    1. Business Strategies Adopted by Key Players
    2. Consolidated SWOT Analysis of Key Players
    3. Global Contact Center as a Service (CCaaS) Key Players Market Share/Ranking, 2023
  5. Global Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Segments, 2019-2032
    1. Key Findings
    2. By Function (USD)
      1. Interactive Voice Response (IVR)
      2. Multichannel
      3. Automatic Call Distribution
      4. Computer Telephony Integration (CTI)
      5. Reporting and Analytics
      6. Workforce Optimization
      7. Customer Collaboration
      8. Others (Recording, Dialer, etc.)
    3. By Enterprise Type (USD)
      1. Small and Mid-sized Enterprises (SMEs)
      2. Large Enterprises
    4. By Industry (USD)
      1. BFSI
      2. IT and Telecommunications
      3. Government
      4. Healthcare
      5. Consumer Goods and Retail
      6. Travel and Hospitality
      7. Media and Entertainment
      8. Others (Automotive, etc.)
    5. By Region (USD)
      1. North America
      2. Europe
      3. Asia Pacific
      4. Middle East & Africa
      5. South America
  6. North America Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Segments, 2019-2032
    1. Key Findings
    2. By Function (USD)
      1. Interactive Voice Response (IVR)
      2. Multichannel
      3. Automatic Call Distribution
      4. Computer Telephony Integration (CTI)
      5. Reporting and Analytics
      6. Workforce Optimization
      7. Customer Collaboration
      8. Others
    3. By Enterprise Type (USD)
      1. Small and Mid-sized Enterprises (SMEs)
      2. Large Enterprises
    4. By Industry (USD)
      1. BFSI
      2. IT and Telecommunications
      3. Government
      4. Healthcare
      5. Consumer Goods and Retail
      6. Travel and Hospitality
      7. Media and Entertainment
      8. Others
    5. By Country (USD)
      1. United States
      2. Canada
      3. Mexico
  7. Europe Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Segments, 2019-2032
    1. Key Findings
    2. By Function (USD)
      1. Interactive Voice Response (IVR)
      2. Multichannel
      3. Automatic Call Distribution
      4. Computer Telephony Integration (CTI)
      5. Reporting and Analytics
      6. Workforce Optimization
      7. Customer Collaboration
      8. Others
    3. By Enterprise Type (USD)
      1. Small and Mid-sized Enterprises (SMEs)
      2. Large Enterprises
    4. By Industry (USD)
      1. BFSI
      2. IT and Telecommunications
      3. Government
      4. Healthcare
      5. Consumer Goods and Retail
      6. Travel and Hospitality
      7. Media and Entertainment
      8. Others
    5. By Country (USD)
      1. United Kingdom
      2. Germany
      3. France
      4. Italy
      5. Spain
      6. Russia
      7. Benelux
      8. Nordics
      9. Rest of Europe
  8. Asia Pacific Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Segments, 2019-2032
    1. Key Findings
    2. By Function (USD)
      1. Interactive Voice Response (IVR)
      2. Multichannel
      3. Automatic Call Distribution
      4. Computer Telephony Integration (CTI)
      5. Reporting and Analytics
      6. Workforce Optimization
      7. Customer Collaboration
      8. Others
    3. By Enterprise Type (USD)
      1. Small and Mid-sized Enterprises (SMEs)
      2. Large Enterprises
    4. By Industry (USD)
      1. BFSI
      2. IT and Telecommunications
      3. Government
      4. Healthcare
      5. Consumer Goods and Retail
      6. Travel and Hospitality
      7. Media and Entertainment
      8. Others
    5. By Country (USD)
      1. China
      2. India
      3. Japan
      4. Hong Kong
      5. Indonesia
      6. Singapore
      7. Thailand
      8. Philippine
      9. Malaysia
      10. South Korea
      11. Oceania
      12. Rest of Asia Pacific
  9. Middle East & Africa Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Segments, 2019-2032
    1. Key Findings
    2. By Function (USD)
      1. Interactive Voice Response (IVR)
      2. Multichannel
      3. Automatic Call Distribution
      4. Computer Telephony Integration (CTI)
      5. Reporting and Analytics
      6. Workforce Optimization
      7. Customer Collaboration
      8. Others
    3. By Enterprise Type (USD)
      1. Small and Mid-sized Enterprises (SMEs)
      2. Large Enterprises
    4. By Industry (USD)
      1. BFSI
      2. IT and Telecommunications
      3. Government
      4. Healthcare
      5. Consumer Goods and Retail
      6. Travel and Hospitality
      7. Media and Entertainment
      8. Others
    5. By Country (USD)
      1. Turkey
      2. Israel
      3. UAE
      4. Egypt
      5. Kuwait
      6. Qatar
      7. Saudi Arabia
      8. Ethiopia
      9. Kenya
      10. Nigeria
      11. Morocco
      12. South Africa
      13. Rest of the MEA
  10. South America Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Segments, 2019-2032
    1. Key Findings
    2. By Function (USD)
      1. Interactive Voice Response (IVR)
      2. Multichannel
      3. Automatic Call Distribution
      4. Computer Telephony Integration (CTI)
      5. Reporting and Analytics
      6. Workforce Optimization
      7. Customer Collaboration
      8. Others
    3. By Enterprise Type (USD)
      1. Small and Mid-sized Enterprises (SMEs)
      2. Large Enterprises
    4. By Industry (USD)
      1. BFSI
      2. IT and Telecommunications
      3. Government
      4. Healthcare
      5. Consumer Goods and Retail
      6. Travel and Hospitality
      7. Media and Entertainment
      8. Others
    5. By Country (USD)
      1. Brazil
      2. Columbia
      3. Argentina
      4. Rest of South America
  11. Company Profiles for Top 10 Players (Based on data availability in public domain and/or on paid databases)
    1. Genesys Telecommunication Laboratories, Inc.
      1. Overview
        1. Key Management
        2. Headquarters
        3. Offerings/Business Segments
      2. Key Details (Key details are consolidated data and not product/service specific)
        1. Employee Size
        2. Past and Current Revenue
        3. Geographical Share
        4. Business Segment Share
        5. Recent Developments
    2. Talkdesk Inc.
      1. Overview
        1. Key Management
        2. Headquarters
        3. Offerings/Business Segments
      2. Key Details (Key details are consolidated data and not product/service specific)
        1. Employee Size
        2. Past and Current Revenue
        3. Geographical Share
        4. Business Segment Share
        5. Recent Developments
    3. 8x8, Inc.
      1. Overview
        1. Key Management
        2. Headquarters
        3. Offerings/Business Segments
      2. Key Details (Key details are consolidated data and not product/service specific)
        1. Employee Size
        2. Past and Current Revenue
        3. Geographical Share
        4. Business Segment Share
        5. Recent Developments
    4. Evolve IP, LLC
      1. Overview
        1. Key Management
        2. Headquarters
        3. Offerings/Business Segments
      2. Key Details (Key details are consolidated data and not product/service specific)
        1. Employee Size
        2. Past and Current Revenue
        3. Geographical Share
        4. Business Segment Share
        5. Recent Developments
    5. NICE Systems Ltd.
      1. Overview
        1. Key Management
        2. Headquarters
        3. Offerings/Business Segments
      2. Key Details (Key details are consolidated data and not product/service specific)
        1. Employee Size
        2. Past and Current Revenue
        3. Geographical Share
        4. Business Segment Share
        5. Recent Developments
    6. Enghouse Interactive
      1. Overview
        1. Key Management
        2. Headquarters
        3. Offerings/Business Segments
      2. Key Details (Key details are consolidated data and not product/service specific)
        1. Employee Size
        2. Past and Current Revenue
        3. Geographical Share
        4. Business Segment Share
        5. Recent Developments
    7. Content Guru Limited
      1. Overview
        1. Key Management
        2. Headquarters
        3. Offerings/Business Segments
      2. Key Details (Key details are consolidated data and not product/service specific)
        1. Employee Size
        2. Past and Current Revenue
        3. Geographical Share
        4. Business Segment Share
        5. Recent Developments
    8. Computer Talk Technology Inc.
      1. Overview
        1. Key Management
        2. Headquarters
        3. Offerings/Business Segments
      2. Key Details (Key details are consolidated data and not product/service specific)
        1. Employee Size
        2. Past and Current Revenue
        3. Geographical Share
        4. Business Segment Share
        5. Recent Developments
    9. Five9 Inc.
      1. Overview
        1. Key Management
        2. Headquarters
        3. Offerings/Business Segments
      2. Key Details (Key details are consolidated data and not product/service specific)
        1. Employee Size
        2. Past and Current Revenue
        3. Geographical Share
        4. Business Segment Share
        5. Recent Developments
    10. Avaya LLC
      1. Overview
        1. Key Management
        2. Headquarters
        3. Offerings/Business Segments
      2. Key Details (Key details are consolidated data and not product/service specific)
        1. Employee Size
        2. Past and Current Revenue
        3. Geographical Share
        4. Business Segment Share
        5. Recent Developments
  12. Key Takeaways
Read Less

Figure 1: Global Contact Center as a Service Market Revenue Share (%), 2023 and 2032

Figure 2: Global Contact Center as a Service Market Revenue Share (%), By Function, 2023 and 2032

Figure 3: Global Contact Center as a Service Market Revenue Share (%), By Enterprise Type, 2023 and 2032

Figure 4: Global Contact Center as a Service Market Revenue Share (%), By Industry, 2023 and 2032

Figure 5: Global Contact Center as a Service Market Revenue Share (%), By Region, 2023 and 2032

Figure 6: North America Contact Center as a Service Market Revenue Share (%), 2023 and 2032

Figure 7: North America Contact Center as a Service Market Revenue Share (%), By Function, 2023 and 2032

Figure 8: North America Contact Center as a Service Market Revenue Share (%), By Enterprise Type, 2023 and 2032

Figure 9: North America Contact Center as a Service Market Revenue Share (%), By Industry, 2023 and 2032

Figure 10: North America Contact Center as a Service Market Revenue Share (%), By Country, 2023 and 2032

Figure 11: Europe Contact Center as a Service Market Revenue Share (%), 2023 and 2032

Figure 12: Europe Contact Center as a Service Market Revenue Share (%), By Function, 2023 and 2032

Figure 13: Europe Contact Center as a Service Market Revenue Share (%), By Enterprise Type, 2023 and 2032

Figure 14: Europe Contact Center as a Service Market Revenue Share (%), By Industry, 2023 and 2032

Figure 15: Europe Contact Center as a Service Market Revenue Share (%), By Country, 2023 and 2032

Figure 16: Asia Pacific Contact Center as a Service Market Revenue Share (%), 2023 and 2032

Figure 17: Asia Pacific Contact Center as a Service Market Revenue Share (%), By Function, 2023 and 2032

Figure 18: Asia Pacific Contact Center as a Service Market Revenue Share (%), By Enterprise Type, 2023 and 2032

Figure 19: Asia Pacific Contact Center as a Service Market Revenue Share (%), By Industry, 2023 and 2032

Figure 20: Asia Pacific Contact Center as a Service Market Revenue Share (%), By Country, 2023 and 2032

Figure 21: Middle East & Africa Contact Center as a Service Market Revenue Share (%), 2023 and 2032

Figure 22: Middle East & Africa Contact Center as a Service Market Revenue Share (%), By Function, 2023 and 2032

Figure 23: Middle East & Africa Contact Center as a Service Market Revenue Share (%), By Enterprise Type, 2023 and 2032

Figure 24: Middle East & Africa Contact Center as a Service Market Revenue Share (%), By Industry, 2023 and 2032

Figure 25: Middle East & Africa Contact Center as a Service Market Revenue Share (%), By Country, 2023 and 2032

Figure 26: South America Contact Center as a Service Market Revenue Share (%), 2023 and 2032

Figure 27: South America Contact Center as a Service Market Revenue Share (%), By Function, 2023 and 2032

Figure 28: South America Contact Center as a Service Market Revenue Share (%), By Enterprise Type, 2023 and 2032

Figure 29: South America Contact Center as a Service Market Revenue Share (%), By Industry, 2023 and 2032

Figure 30: South America Contact Center as a Service Market Revenue Share (%), By Country, 2023 and 2032

Figure 31: Global Contact Center as a Service Key Players' Market Share/Ranking (%), 2023

Table 1: Global Contact Center as a Service Market Size Estimates and Forecasts, 2019 – 2032

Table 2: Global Contact Center as a Service Market Size Estimates and Forecasts, By Function, 2019 – 2032

Table 3: Global Contact Center as a Service Market Size Estimates and Forecasts, By Enterprise Type, 2019 – 2032

Table 4: Global Contact Center as a Service Market Size Estimates and Forecasts, By Industry, 2019 – 2032

Table 5: Global Contact Center as a Service Market Size Estimates and Forecasts, By Region, 2019 – 2032

Table 6: North America Contact Center as a Service Market Size Estimates and Forecasts, 2019 – 2032

Table 7: North America Contact Center as a Service Market Size Estimates and Forecasts, By Function, 2019 – 2032

Table 8: North America Contact Center as a Service Market Size Estimates and Forecasts, By Enterprise Type, 2019 – 2032

Table 9: North America Contact Center as a Service Market Size Estimates and Forecasts, By Industry, 2019 – 2032

Table 10: North America Contact Center as a Service Market Size Estimates and Forecasts, By Country, 2019 – 2032

Table 11: U.S. Contact Center as a Service Market Size Estimates and Forecasts, By Function, 2019 – 2032

Table 12: Canada Contact Center as a Service Market Size Estimates and Forecasts, By Function, 2019 – 2032

Table 13: Mexico Contact Center as a Service Market Size Estimates and Forecasts, By Function, 2019 – 2032

Table 14: Europe Contact Center as a Service Market Size Estimates and Forecasts, 2019 – 2032

Table 15: Europe Contact Center as a Service Market Size Estimates and Forecasts, By Function, 2019 – 2032

Table 16: Europe Contact Center as a Service Market Size Estimates and Forecasts, By Enterprise Type, 2019 – 2032

Table 17: Europe Contact Center as a Service Market Size Estimates and Forecasts, By Industry, 2019 – 2032

Table 18: Europe Contact Center as a Service Market Size Estimates and Forecasts, By Country, 2019 – 2032

Table 19: U.K. Contact Center as a Service Market Size Estimates and Forecasts, By Function, 2019 – 2032

Table 20: Germany Contact Center as a Service Market Size Estimates and Forecasts, By Function, 2019 – 2032

Table 21: France Contact Center as a Service Market Size Estimates and Forecasts, By Function, 2019 – 2032

Table 22: Italy Contact Center as a Service Market Size Estimates and Forecasts, By Function, 2019 – 2032

Table 23: Spain Contact Center as a Service Market Size Estimates and Forecasts, By Function, 2019 – 2032

Table 24: Russia Contact Center as a Service Market Size Estimates and Forecasts, By Function, 2019 – 2032

Table 25: Benelux Contact Center as a Service Market Size Estimates and Forecasts, By Function, 2019 – 2032

Table 26: Nordics Contact Center as a Service Market Size Estimates and Forecasts, By Function, 2019 – 2032

Table 27: Asia Pacific Contact Center as a Service Market Size Estimates and Forecasts, 2019 – 2032

Table 28: Asia Pacific Contact Center as a Service Market Size Estimates and Forecasts, By Function, 2019 – 2032

Table 29: Asia Pacific Contact Center as a Service Market Size Estimates and Forecasts, By Enterprise Type, 2019 – 2032

Table 30: Asia Pacific Contact Center as a Service Market Size Estimates and Forecasts, By Industry, 2019 – 2032

Table 31: Asia Pacific Contact Center as a Service Market Size Estimates and Forecasts, By Country, 2019 – 2032

Table 32: China Contact Center as a Service Market Size Estimates and Forecasts, By Function, 2019 – 2032

Table 33: India Contact Center as a Service Market Size Estimates and Forecasts, By Function, 2019 – 2032

Table 34: Japan Contact Center as a Service Market Size Estimates and Forecasts, By Function, 2019 – 2032

Table 35: Hong Kong Contact Center as a Service Market Size Estimates and Forecasts, By Function, 2019 – 2032

Table 36: Indonesia Contact Center as a Service Market Size Estimates and Forecasts, By Function, 2019 – 2032

Table 37: Singapore Contact Center as a Service Market Size Estimates and Forecasts, By Function, 2019 – 2032

Table 38: Thailand Contact Center as a Service Market Size Estimates and Forecasts, By Function, 2019 – 2032

Table 39: Philippine Contact Center as a Service Market Size Estimates and Forecasts, By Function, 2019 – 2032

Table 40: Malaysia Contact Center as a Service Market Size Estimates and Forecasts, By Function, 2019 – 2032

Table 41: South Korea Contact Center as a Service Market Size Estimates and Forecasts, By Function, 2019 – 2032

Table 42: Oceania Contact Center as a Service Market Size Estimates and Forecasts, By Function, 2019 – 2032

Table 43: Middle East & Africa Contact Center as a Service Market Size Estimates and Forecasts, 2019 – 2032

Table 44: Middle East & Africa Contact Center as a Service Market Size Estimates and Forecasts, By Function, 2019 – 2032

Table 45: Middle East & Africa Contact Center as a Service Market Size Estimates and Forecasts, By Enterprise Type, 2019 – 2032

Table 46: Middle East & Africa Contact Center as a Service Market Size Estimates and Forecasts, By Industry, 2019 – 2032

Table 47: Middle East & Africa Contact Center as a Service Market Size Estimates and Forecasts, By Country, 2019 – 2032

Table 48: Turkey Contact Center as a Service Market Size Estimates and Forecasts, By Function, 2019 – 2032

Table 49: Israel Contact Center as a Service Market Size Estimates and Forecasts, By Function, 2019 – 2032

Table 50: UAE Contact Center as a Service Market Size Estimates and Forecasts, By Function, 2019 – 2032

Table 51: Egypt Contact Center as a Service Market Size Estimates and Forecasts, By Function, 2019 – 2032

Table 52: Kuwait Contact Center as a Service Market Size Estimates and Forecasts, By Function, 2019 – 2032

Table 53: Qatar Contact Center as a Service Market Size Estimates and Forecasts, By Function, 2019 – 2032

Table 54: Saudi Arabia Contact Center as a Service Market Size Estimates and Forecasts, By Function, 2019 – 2032

Table 55: Ethiopia Contact Center as a Service Market Size Estimates and Forecasts, By Function, 2019 – 2032

Table 56: Kenya Contact Center as a Service Market Size Estimates and Forecasts, By Function, 2019 – 2032

Table 57: Nigeria Contact Center as a Service Market Size Estimates and Forecasts, By Function, 2019 – 2032

Table 58: Morocco Contact Center as a Service Market Size Estimates and Forecasts, By Function, 2019 – 2032

Table 59: South Africa Contact Center as a Service Market Size Estimates and Forecasts, By Function, 2019 – 2032

Table 60: South America Contact Center as a Service Market Size Estimates and Forecasts, 2019 – 2032

Table 61: South America Contact Center as a Service Market Size Estimates and Forecasts, By Function, 2019 – 2032

Table 62: South America Contact Center as a Service Market Size Estimates and Forecasts, By Enterprise Type, 2019 – 2032

Table 63: South America Contact Center as a Service Market Size Estimates and Forecasts, By Industry, 2019 – 2032

Table 64: South America Contact Center as a Service Market Size Estimates and Forecasts, By Country, 2019 – 2032

Table 65: Brazil Contact Center as a Service Market Size Estimates and Forecasts, By Function, 2019 – 2032

Table 66: Columbia Contact Center as a Service Market Size Estimates and Forecasts, By Function, 2019 – 2032

Table 67: Argentina Contact Center as a Service Market Size Estimates and Forecasts, By Function, 2019 – 2032

Contact Center as a Service (CCaaS) Market Size, Share and Global Industry Trend Forecast till 2032
  • 2019-2032
  • 2023
  • 2019-2022
  • 160
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