Copyright Reports & Markets. All rights reserved.

Global Contact Center as a Service Market Size, Status and Forecast 2019-2025

Request for Sample of this report
Buy now

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

      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 2018, 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: 2014-2018
      Base Year: 2018
      Estimated Year: 2019
      Forecast Year 2019 to 2025
      For the data information by region, company, type and application, 2018 is considered as the base year. Whenever data information was unavailable for the base year, the prior year has been considered.

      Buy now