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Nov 21, 2020 (The Expresswire) —
The global contact center as a service market is set to gain impetus from the rising integration of interactive voice response (IVR) in these solutions. Fortune Business Insights™ presented this information in a new report, titled, “Contact Center as a Service Market (CCaaS)Size, Share and COVID-19 Impact 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 Size (Large Enterprises and Small and Medium Enterprises), By Industry (BFSI, IT and Telecommunications, Government, Healthcare, Consumer Goods and Retail, Travel and Hospitality, Media and Entertainment, and Others), and Regional Forecast, 2020-2027.” The report further states that the global contact center as a service (CCaaS) market size was USD 3.07 billion in 2019 and is projected to reach USD 10.06 billion by 2027, exhibiting a CAGR of 16.1% during the forecast period.

COVID-19 Pandemic: Rising Usage of E-commerce Platforms to Surge Demand

CCaaS solutions are experiencing high demand from multiple organizations worldwide because of their implementation of work from home policies to prevent the transmission of COVID-19. Apart from that, the increasing usage of e-commerce platforms for purchasing essentials amid the pandemic is compelling organizations to use cloud-based customer service solutions. We are aiming to help you battle this crisis by using one of our specially curated strategies.

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This Report Answers the Following Questions contact center as a service market (CCaaS):

  • Which segment is set to lead in the coming years?

  • What are the market dynamics, growth drivers, and hindrances?

  • How will organizations surge sales of contact center as a service solution?

  • What are the current, forthcoming, and previous sizes of the market?

A list of the prominent contact center as a service market providers operating in the global Contact Center as a Service Market (CCaaS):

  • Cisco Systems, Inc (California, United States)

  • Genesys (California, United States)

  • Five9 (California, United States)

  • 8×8, Inc. (California, United States)

  • NICE Ltd. (Ra’anana, Israel)

  • 3CLogic (Maryland, United States)

  • Oracle Corporation (California, United States)

  • Avaya Inc. (California, United States)

  • Mitel Networks Corporation (Ottawa, Canada)

  • Evolve IP, LLC. (Pennsylvania, United States)

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BFSI Segment to Grow Significantly Backed by Rapid Digitization

Based on industry, the IT and telecom segment earned 19.7% in terms of contact center as a service market share in 2019. The BFSI segment held 17.3% share in 2019 backed by the rising number of customer interactions on account of digitization. Also, customers often try to reach out to their respective banks through numerous channels. Therefore, various banks are adopting unique Contact Center as a Service Marketsoftware solutions to build robust customer relationships.

Table Of ContentContact Center as a Service Market

  1. Introduction

  2. Executive Summary

  3. Contact Center as a Service Market Dynamics

  1. Competition Landscape

  2. Key Market Insights and Analysis, By Segments

  3. Global Contact Center as a Service Market Size Estimates and Forecasts (Quantitative Data), By Segments, 2016-2027

TOC Continued…!!

Competitive Landscape-

Key Players Focus on Partnership Strategy to Co-develop Novel Solutions

The contact center as a service market contains various companies that are mainly focusing on providing state-of-the-art customer services to renowned enterprises. Most of them are engaging in the partnership strategy to co-develop new products. Below are the latest industry developments:

  • August 2020: Evolve IP, LLC integrated its omnichannel Evolve Contact Suite, its virtual Workspaces solution and Microsoft Teams. This blend would enable agents to support prospects and clients anywhere on any device.

  • June 2020: 3CLogic joined hands with Microsoft Teams to improve its enterprise communication solution. This partnership would aid the former to deliver smooth communication between back offices and on-line agents. It would further enhance the customer service.

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About Us:

Fortune Business Insights™ offers expert corporate analysis and accurate data, helping organizations of all sizes make timely decisions. Our reports contain a unique mix of tangible insights and qualitative analysis to help companies achieve sustainable growth. Our team of experienced analysts and consultants use industry-leading research tools and techniques to compile comprehensive market studies, interspersed with relevant data.


Name: Ashwin Arora

Email:[email protected]

Phone: US +1 424 253 0390 / UK +44 2071 939123 / APAC: +91 744 740 1245

Press Release Distributed by The Express Wire

To view the original version on The Express Wire visit Global Contact Center as a Service Market Scenario by Key Companies, Future Trends, Pipeline Projects, Growth and Regional Forecasts to 2027


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