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Global Contact Center as a Service Market Growth (Status and Outlook) 2019-2024

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Table of Contents

    2019-2024 Global Contact Center as a Service Market Report (Status and Outlook)

      1 Scope of the Report

      • 1.1 Market Introduction
      • 1.2 Research Objectives
      • 1.3 Years Considered
      • 1.4 Market Research Methodology
      • 1.5 Economic Indicators
      • 1.6 Currency Considered

      2 Executive Summary

      • 2.1 World Market Overview
        • 2.1.1 Global Contact Center as a Service Market Size 2014-2024
        • 2.1.2 Contact Center as a Service Market Size CAGR by Region
      • 2.2 Contact Center as a Service Segment by Type
        • 2.2.1 Onshore Outsourcing
        • 2.2.2 Offshore Outsourcing
      • 2.3 Contact Center as a Service Market Size by Type
        • 2.3.1 Global Contact Center as a Service Market Size Market Share by Type (2014-2019)
        • 2.3.2 Global Contact Center as a Service Market Size Growth Rate by Type (2014-2019)
      • 2.4 Contact Center as a Service Segment by Application
        • 2.4.1 Telecom & IT
        • 2.4.2 BFSI
        • 2.4.3 Healthcare & Life Sciences
        • 2.4.4 Government & Public
        • 2.4.5 Retail & Consumer Goods
        • 2.4.6 Others
      • 2.5 Contact Center as a Service Market Size by Application
        • 2.5.1 Global Contact Center as a Service Market Size Market Share by Application (2014-2019)
        • 2.5.2 Global Contact Center as a Service Market Size Growth Rate by Application (2014-2019)

      3 Global Contact Center as a Service by Players

      • 3.1 Global Contact Center as a Service Market Size Market Share by Players
        • 3.1.1 Global Contact Center as a Service Market Size by Players (2017-2019)
        • 3.1.2 Global Contact Center as a Service Market Size Market Share by Players (2017-2019)
      • 3.2 Global Contact Center as a Service Key Players Head office and Products Offered
      • 3.3 Market Concentration Rate Analysis
        • 3.3.1 Competition Landscape Analysis
        • 3.3.2 Concentration Ratio (CR3, CR5 and CR10) (2017-2019)
      • 3.4 New Products and Potential Entrants
      • 3.5 Mergers & Acquisitions, Expansion

      4 Contact Center as a Service by Regions

      • 4.1 Contact Center as a Service Market Size by Regions
      • 4.2 Americas Contact Center as a Service Market Size Growth
      • 4.3 APAC Contact Center as a Service Market Size Growth
      • 4.4 Europe Contact Center as a Service Market Size Growth
      • 4.5 Middle East & Africa Contact Center as a Service Market Size Growth

      5 Americas

      • 5.1 Americas Contact Center as a Service Market Size by Countries
      • 5.2 Americas Contact Center as a Service Market Size by Type
      • 5.3 Americas Contact Center as a Service Market Size by Application
      • 5.4 United States
      • 5.5 Canada
      • 5.6 Mexico
      • 5.7 Key Economic Indicators of Few Americas Countries

      6 APAC

      • 6.1 APAC Contact Center as a Service Market Size by Countries
      • 6.2 APAC Contact Center as a Service Market Size by Type
      • 6.3 APAC Contact Center as a Service Market Size by Application
      • 6.4 China
      • 6.5 Japan
      • 6.6 Korea
      • 6.7 Southeast Asia
      • 6.8 India
      • 6.9 Australia
      • 6.10 Key Economic Indicators of Few APAC Countries

      7 Europe

      • 7.1 Europe Contact Center as a Service by Countries
      • 7.2 Europe Contact Center as a Service Market Size by Type
      • 7.3 Europe Contact Center as a Service Market Size by Application
      • 7.4 Germany
      • 7.5 France
      • 7.6 UK
      • 7.7 Italy
      • 7.8 Russia
      • 7.9 Spain
      • 7.10 Key Economic Indicators of Few Europe Countries

      8 Middle East & Africa

      • 8.1 Middle East & Africa Contact Center as a Service by Countries
      • 8.2 Middle East & Africa Contact Center as a Service Market Size by Type
      • 8.3 Middle East & Africa Contact Center as a Service Market Size by Application
      • 8.4 Egypt
      • 8.5 South Africa
      • 8.6 Israel
      • 8.7 Turkey
      • 8.8 GCC Countries

      9 Market Drivers, Challenges and Trends

      • 9.1 Market Drivers and Impact
        • 9.1.1 Growing Demand from Key Regions
        • 9.1.2 Growing Demand from Key Applications and Potential Industries
      • 9.2 Market Challenges and Impact
      • 9.3 Market Trends

      10 Global Contact Center as a Service Market Forecast

      • 10.1 Global Contact Center as a Service Market Size Forecast (2019-2024)
      • 10.2 Global Contact Center as a Service Forecast by Regions
        • 10.2.1 Global Contact Center as a Service Forecast by Regions (2019-2024)
        • 10.2.2 Americas Market Forecast
        • 10.2.3 APAC Market Forecast
        • 10.2.4 Europe Market Forecast
        • 10.2.5 Middle East & Africa Market Forecast
      • 10.3 Americas Forecast by Countries
        • 10.3.1 United States Market Forecast
        • 10.3.2 Canada Market Forecast
        • 10.3.3 Mexico Market Forecast
        • 10.3.4 Brazil Market Forecast
      • 10.4 APAC Forecast by Countries
        • 10.4.1 China Market Forecast
        • 10.4.2 Japan Market Forecast
        • 10.4.3 Korea Market Forecast
        • 10.4.4 Southeast Asia Market Forecast
        • 10.4.5 India Market Forecast
        • 10.4.6 Australia Market Forecast
      • 10.5 Europe Forecast by Countries
        • 10.5.1 Germany Market Forecast
        • 10.5.2 France Market Forecast
        • 10.5.3 UK Market Forecast
        • 10.5.4 Italy Market Forecast
        • 10.5.5 Russia Market Forecast
        • 10.5.6 Spain Market Forecast
      • 10.6 Middle East & Africa Forecast by Countries
        • 10.6.1 Egypt Market Forecast
        • 10.6.2 South Africa Market Forecast
        • 10.6.3 Israel Market Forecast
        • 10.6.4 Turkey Market Forecast
        • 10.6.5 GCC Countries Market Forecast
      • 10.7 Global Contact Center as a Service Forecast by Type
      • 10.8 Global Contact Center as a Service Forecast by Application

      11 Key Players Analysis

      • 11.1 Five9
        • 11.1.1 Company Details
        • 11.1.2 Contact Center as a Service Product Offered
        • 11.1.3 Five9 Contact Center as a Service Revenue, Gross Margin and Market Share (2017-2019)
        • 11.1.4 Main Business Overview
        • 11.1.5 Five9 News
      • 11.2 inContact
        • 11.2.1 Company Details
        • 11.2.2 Contact Center as a Service Product Offered
        • 11.2.3 inContact Contact Center as a Service Revenue, Gross Margin and Market Share (2017-2019)
        • 11.2.4 Main Business Overview
        • 11.2.5 inContact News
      • 11.3 Talkdesk
        • 11.3.1 Company Details
        • 11.3.2 Contact Center as a Service Product Offered
        • 11.3.3 Talkdesk Contact Center as a Service Revenue, Gross Margin and Market Share (2017-2019)
        • 11.3.4 Main Business Overview
        • 11.3.5 Talkdesk News
      • 11.4 Genesys
        • 11.4.1 Company Details
        • 11.4.2 Contact Center as a Service Product Offered
        • 11.4.3 Genesys Contact Center as a Service Revenue, Gross Margin and Market Share (2017-2019)
        • 11.4.4 Main Business Overview
        • 11.4.5 Genesys News
      • 11.5 8x8
        • 11.5.1 Company Details
        • 11.5.2 Contact Center as a Service Product Offered
        • 11.5.3 8x8 Contact Center as a Service Revenue, Gross Margin and Market Share (2017-2019)
        • 11.5.4 Main Business Overview
        • 11.5.5 8x8 News
      • 11.6 NewVoiceMedia
        • 11.6.1 Company Details
        • 11.6.2 Contact Center as a Service Product Offered
        • 11.6.3 NewVoiceMedia Contact Center as a Service Revenue, Gross Margin and Market Share (2017-2019)
        • 11.6.4 Main Business Overview
        • 11.6.5 NewVoiceMedia News
      • 11.7 Serenova
        • 11.7.1 Company Details
        • 11.7.2 Contact Center as a Service Product Offered
        • 11.7.3 Serenova Contact Center as a Service Revenue, Gross Margin and Market Share (2017-2019)
        • 11.7.4 Main Business Overview
        • 11.7.5 Serenova News
      • 11.8 Connect First
        • 11.8.1 Company Details
        • 11.8.2 Contact Center as a Service Product Offered
        • 11.8.3 Connect First Contact Center as a Service Revenue, Gross Margin and Market Share (2017-2019)
        • 11.8.4 Main Business Overview
        • 11.8.5 Connect First News
      • 11.9 Noble Systems
        • 11.9.1 Company Details
        • 11.9.2 Contact Center as a Service Product Offered
        • 11.9.3 Noble Systems Contact Center as a Service Revenue, Gross Margin and Market Share (2017-2019)
        • 11.9.4 Main Business Overview
        • 11.9.5 Noble Systems News
      • 11.10 Cisco (BroadSoft)
        • 11.10.1 Company Details
        • 11.10.2 Contact Center as a Service Product Offered
        • 11.10.3 Cisco (BroadSoft) Contact Center as a Service Revenue, Gross Margin and Market Share (2017-2019)
        • 11.10.4 Main Business Overview
        • 11.10.5 Cisco (BroadSoft) News
      • 11.11 Evolve IP
      • 11.12 Nuance
      • 11.13 Talkdesk
      • 11.14 Genesys
      • 11.15 NewVoiceMedia
      • 11.16 Content Guru
      • 11.17 Puzzel (Intelecom)
      • 11.18 Orange Business
      • 11.19 Services
      • 11.20 Capgemini
      • 11.21 BT

      12 Research Findings and Conclusion

      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.

      According to this study, over the next five years the Contact Center as a Service market will register a xx% CAGR in terms of revenue, the global market size will reach US$ xx million by 2024, from US$ xx million in 2019. In particular, this report presents the global revenue market share of key companies in Contact Center as a Service business, shared in Chapter 3.

      This report presents a comprehensive overview, market shares and growth opportunities of Contact Center as a Service market by product type, application, key companies and key regions.

      This study considers the Contact Center as a Service value generated from the sales of the following segments:

      Segmentation by product type: breakdown data from 2014 to 2019 in Section 2.3; and forecast to 2024 in section 10.7.
      Onshore Outsourcing
      Offshore Outsourcing
      Segmentation by application: breakdown data from 2014 to 2019, in Section 2.4; and forecast to 2024 in section 10.8.
      Telecom & IT
      BFSI
      Healthcare & Life Sciences
      Government & Public
      Retail & Consumer Goods
      Others

      This report also splits the market by region: Breakdown data in Chapter 4, 5, 6, 7 and 8.
      Americas
      United States
      Canada
      Mexico
      Brazil
      APAC
      China
      Japan
      Korea
      Southeast Asia
      India
      Australia
      Europe
      Germany
      France
      UK
      Italy
      Russia
      Spain
      Middle East & Africa
      Egypt
      South Africa
      Israel
      Turkey
      GCC Countries

      The report also presents the market competition landscape and a corresponding detailed analysis of the major vendor/manufacturers in the market. The key manufacturers covered in this report: Breakdown data in in Chapter 3.
      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

      In addition, this report discusses the key drivers influencing market growth, opportunities, the challenges and the risks faced by key players and the market as a whole. It also analyzes key emerging trends and their impact on present and future development.

      Research objectives
      To study and analyze the global Contact Center as a Service market size by key regions/countries, product type and application, history data from 2014 to 2018, and forecast to 2024.
      To understand the structure of Contact Center as a Service market by identifying its various subsegments.
      Focuses on the key global Contact Center as a Service players, to define, describe and analyze the value, market share, market competition landscape, SWOT analysis and development plans in next few years.
      To analyze the Contact Center as a Service with respect to individual growth trends, future prospects, and their contribution to the total market.
      To share detailed information about the key factors influencing the growth of the market (growth potential, opportunities, drivers, industry-specific challenges and risks).
      To project the size of Contact Center as a Service submarkets, with respect to key regions (along with their respective key countries).
      To analyze competitive developments such as expansions, agreements, new product launches and acquisitions in the market.
      To strategically profile the key players and comprehensively analyze their growth strategies.

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