The global contact center as a service market size is expected to reach USD 17.12 billion by 2030, registering a CAGR of 19.1% from 2023 to 2030, according to a new report by Grand View Research, Inc. The market growth can be attributed to the rising adoption of cloud-based contact center services by enterprises to offer better flexibility and customer convenience. Many organizations are adopting Business Intelligence (BI) technology, as it provides them with a holistic view of agent performance and helps measure how they are achieving organizational goals.

Businesses are widely adopting cloud-based contact centers owing to benefits such as reduced integration, support, and IT-related costs, which could help drive the growth of the Contact Center as a Service (CCaaS) market. Moreover, numerous players are developing cloud contact centers to enhance operational functionality and flexibility for users. For instance, in January 2021, Infosys announced the launch of the Infosys Cortex, a customer engagement platform that leverages the technology from Genesys, a cloud contact center solutions provider, along with Contact Center AI and analytics services from Google Cloud.

Numerous CCaaS providers are entering into partnerships with communication companies to deploy contact center software and expand their reach.For instance, in May 2023, BT, a U.K.-based telecommunications provider, and Five9, a leading intelligent CX Platform provider, announced an expanded partnership aimed at offering a wider range of contact center services and solutions to organizations worldwide. As part of this collaboration, BT will now provide the Five9 Intelligent CX Platform as a managed service to both new and existing customers. This offering aims to assist organizations in achieving full digitalization of their workplace by seamlessly integrating with their existing voice, unified communications, digital channels, and Customer Relationship Management (CRM) systems.

The COVID-19 pandemic is expected to have a positive impact on the market. As the pandemic situation continues, cloud-hosted contact centers are gaining more traction as it provides better levels of reliability, availability, and disaster recovery because agents can access the tools they need to perform the job from any place. Moreover, cloud-hosted contact centers provide better workforce elasticity for easily scalable solutions and faster deployment of new capabilities and technology solutions. However, the increasing concerns of data security are expected to hamper the market growth over the forecast period. CCaaS solutions handle huge data volumes and critical financial data of consumers, which could be at risk of malicious attacks.

Contact Center As A Service Market Report Highlights

• In terms of solution, the customer collaboration segment is expected to witness the highest Compound Annual Growth Rate (CAGR) over the forecast period. This can be attributed to the rising focus of businesses on offering enhanced customer satisfaction by solving their issues and promptly attending their calls
• In terms of service, the managed services segment is likely to register the highest CAGR over the forecast period. The increasing need for monitoring IT operations, data backup and recovery, help desk support, and security is expected to drive the demand for managed services over the forecast period
• In terms of enterprise size, the small and medium enterprises segment is likely to register the highest CAGR. Convenient service delivery and the low cost of investment related to CCaaS is boosting its adoption across small medium enterprises
• In terms of end use, the consumer goods and retail segment is expected to provide promising growth opportunities to the marketdue to the increasing focus on enhancing customer experience, improving sales and marketing effectiveness, and enabling seamless omnichannel customer interactions in the highly competitive retail industry
• The North American regional market dominated in 2022 and is likely to present promising growth opportunities for the market over the forecast period as well. The Asia Pacific regional market is expected to witness the highest growth owing to the increasing industrial expansion and development in emerging economies of the region

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Segments Covered in the Report

Grand View Research has segmented the global contact center as a service market report on the basis of solution, service, enterprise size, end-use, and region:

Contact Center As A Service (CCaaS) Solution Outlook (Revenue, USD Billion, 2017 - 2030)

• Automatic Call Distribution
• Call Recording
• Computer Telephony Integration
• Customer Collaboration
• Dialer
• Interactive Voice Response
• Reporting Analytics
• Workforce Optimization
• Others

Contact Center As A Service (CCaaS) Outlook (Revenue, USD Billion, 2017 - 2030)

• Integration Deployment
• Support Maintenance
• Training Consulting
• Managed Services

Contact Center As A Service (CCaaS) Enterprise Size Outlook (Revenue, USD Billion, 2017 - 2030)

• Large Enterprises
• Small Medium Enterprises

Contact Center As A Service (CCaaS) End-use Outlook (Revenue, USD Billion, 2017 - 2030)

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

Contact Center As A Service (CCaaS) Regional Outlook (Revenue, USD Billion, 2017 - 2030)

• North America
  • U.S.
  • Canada
• Europe
  • Germany
  • UK
  • France
• Asia Pacific
  • China
  • India
  • Japan
  • South Korea
  • Australia
• Latin America
  • Brazil
  • Mexico
• Middle East Africa
  • Kingdom of Saudi Arabia (KSA)
  • UAE
  • South Africa

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