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Contact Center as a Service Market by Component, Deployment, Size, Industry and Region – Global Forecast to 2028

Contact Center as a Service Market

Contact Center As A Service Market

The Contact Center as a Service Market Is Expected To Grow At A Significant Growth Rate, And The Analysis Period Is 2022-2028, Considering The Base Year As 2021.

Contact Center as a Service (CCaaS) is a cloud-based software used to deliver a developed client interaction by incoming as well as outgoing departments. This service reduces the need for in-house IT support by enabling companies to effectively use the software of a contact center provider. The Contact Center as a Service (CCaaS) level is characterized by scalability as well as practical business requirements. This service allows the rapid introduction of novel services, features, and channels in response to changing business requirements. The main purpose of the contact center as a service is to route contact from all communication channels, therefore sometimes it is referred to as skills-based routings.

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Data security and increasing threats of fraudulent cases such as identity theft and account takeover are some factors restraining the growth of the Contact Center as a Service market. Growing utilization of various digital technologies such as Artificial Intelligence (AI) and cloud computing has led to an increased number of vulnerable points for data breaches and cyber-attacks across contact centers. CCaaS solutions handle and stores sensitive Personally Identifiable Information (PII), including credit card information, social security numbers, and home addresses which can be accessed through such vulnerable points through breaches resulting in the compromise of customer data.

Market Segmentation:

By Function

  • Automatic Call Distribution
  • Call Recording
  • Customer Collaboration
  • Computer Telephony Integration
  • Others

By End Users

  • BFSI
  • Consumer Goods & Retail
  • Government
  • Healthcare
  • IT & Telecom
  • Travel & Hospitality
  • Others

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By Region

  • North America (U.S., Canada, Mexico)
  • Europe (Germany, U.K., France, Italy, Russia, Spain, Rest of Europe)
  • Asia-Pacific (China, India, Japan, Singapore, Australia, New Zealand, Rest of APAC)
  • Middle East & Africa (Turkey, Saudi Arabia, Iran, UAE, Africa, Rest of MEA)
  • South America (Brazil, Argentina, Rest of SA)

Key Players For The Contact Center as a Service Market

  • Alcatel Lucent Enterprise
  • Avaya, Inc.
  • Cisco Systems, Inc.
  • Enghouse Interactive Inc.
  • Five9, Inc.
  • Genesys
  • Microsoft Corporation
  • NICE inContact
  • SAP SE
  • Unify Inc And Other Major Players.

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Key Industry Developments In The Contact Center as a Service Market

In June 2021, the Talkdesk community is an engagement platform launched by Talkdesk, Inc. ” for contact center specialists to share best practices and enhance customer experience. It allows employees, consumers, and members to interact and gain exclusive advice and ideas from users around the world

Reasons to Purchase the Contact Center as a Service Market Report:

  • The report includes a plethora of information such as market dynamics scenario and opportunities during the forecast period
  • Segments and sub-segments include quantitative, qualitative, value (USD Million,) and volume (Units Million) data.
  • Regional, sub-regional, and country level data includes the demand and supply forces along with their influence on the market.
  • The competitive landscape comprises share of key players, new developments, and strategies in the last three years.
  • Comprehensive companies offering products, relevant financial information, recent developments, SWOT analysis, and strategies by these players.

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