The Report Contact Center as a Service (CCaaS) Market by Function (Automatic Call Distribution, Call Recording, Computer Telephony Integration, Customer Collaboration, Dialer, Interactive Voice Response, Reporting & Analytics, Workforce Optimization, Others), by Enterprise Size ( Large Enterprises, Small & Medium Enterprises (SMEs)), by End-user Industry (Banking, Financial Services and Insurance (BFSI), IT and Telecom, Media and Entertainment, Retail, Logistics and Transport, Healthcare, Other End-user Industries) and by Service ( Professional, Managed) The increasing adoption of Contact Center as a Service (CCaaS) Market as a sustainable and high-performance material drives its market growth.

The global Contact Center as a Service (CCaaS) Market is on track to achieve significant growth, with a projected size was valued at US$ 3.08 Bn. in 2022 and the total revenue is expected to grow at 17.8 % through 2023 to 2029, reaching nearly US$ 9.71 Bn.

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Function segment with the quickest growth

Automatic Call Distribution, Call Recording, Computer Telephony Integration, Customer Collaboration, Dialer, Interactive Voice Response, Reporting & Analytics, Workforce Optimisation, and Others are the categories the market is divided into based on function. In recent years, the Automatic Call Distribution market segment has dominated. The segment is responsible for more than 22.0% of global revenue. In order to handle a high volume of incoming calls, contact centres frequently use the automatic call distribution system. According to the pre-established distribution criteria, this method directs incoming calls to particular agents or departments within an association. When the call traffic is too high or the call centre operators are busy, it also benefits the callers, improving the customer experience.

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Large Enterprises and Small & Medium Enterprises (SMEs) segments based on the type of Enterprise Size in Contact Center as a Service (CCaaS) Market

The market is segmented by enterprise size into Large, Small, and Medium-Sized Enterprises (SMEs). Throughout the anticipated time frame, the Large Enterprise sector is anticipated to rule the market. Large businesses have a global consumer base, so they must invest aggressively in the most cutting-edge contact centre as a service technology to effectively maintain company coherence. Large businesses benefit from these offerings by providing greater customer service and spending less on operating costs. In order to deliver a superior customer experience while managing high call volumes, many businesses adopt CCaaS solutions.

North America region is positioned as a frontrunner in the Contact Center as a Service (CCaaS) Market

Given that the North American region has recently increased its market share to over 35.1%, it is anticipated that it will continue to dominate the market during the projection period and grow at the highest CAGR. Several players in this area are concentrating on nurturing the CCaaS designed to provide better client care. For instance, in November 2022, Microsoft, a provider of cutting-edge technology, announced the release of Dynamics 365 Customer Service, which delivers a 360-degree picture on the customers across all of the channels and enables the experts to quickly comprehend the client venture. Such initiatives appear promising for the growth of the regional segment.

Contact Center as a Service (CCaaS) Market Key Players:

1. Cisco Systems Inc. 2. Alcatel Lucent Enterprise 3. Avaya, Inc. 4. Enghouse Interactive, Inc. 5. Five9, Inc. 6. Genesys 7. Microsoft Corporation 8. NICE inContact 9. SAP SE 10. Unify Inc. 11. Anywhere365 Enterprise Dialogue Management 12. Computer Talk Technology Inc. 13. 8x8, Inc. 14. Content Guru Limited 15. Enghouse Interactive Inc

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