Contact center as a service is a cloud based solution that allows enterprises to use the software of the contact center providers’. This service model offers various deployment options to customers: public, private, hybrid, and multi-cloud. Various delivery models such as software as a service (SaaS), platform as a service (PaaS) and infrastructure as a service (IaaS) can be implemented.

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CONTACT CENTER AS A SERVICE (CCAAS) MARKET TO
WITNESS ROBUST EXPANSION THROUGHOUT THE FORECAST
PERIOD 2019 – 2027
FEBRUARY 7, 2022 / ADAM ALI
Contact Center as a Service (CCaaS) Market –
Contact center as a service (CCaaS) Market is a cloud based solution that allows enterprises to
use the software of the contact center providers’.
This service model offers various deployment options to customers: public, private, hybrid, and
multi­cloud.
Various delivery model such as software as a service (SaaS), platform as a service (PaaS) and
infrastructure as a service (IaaS) can be implemented.
Contact center as a service is a flexible option for many enterprises as it offers scalability as per
operational needs, and flexibility to pay for only the technology needed.

2. Investments on contact center as a service is low, as organizations do not have to take care of the
model along with the operations and maintenance.
Usage of the solution significantly reduces capital expenditure and operational expenditure and it has
the capability to serve more customers
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Technological advancements for better customer experience expected to drive the contact
center as a service (CCaaS) market
Customers are increasingly becoming digitally conscious. Digitization of the customer experience
helps provide better services. This in turn is augmenting the market. Digitization initiatives taken by
various countries across the globe are also driving the contact center as a service (CCaaS) market.
Technological developments have a strong impact on the global contact center as a service (CCaaS)
market. Advantages such as faster service, better compliance management, flexibility, and analytics
service offered by contact center as a service are expected to propel the large­scale adoption of
contact center as a service solutions across the globe.
Security concerns expected to restrain the contact center as a service (CCaaS) market
Security concerns associated with the vulnerabilities of the public cloud might have a negative impact
on the contact center as a service market.
Moreover, high initial investment associated with the contact center as a service market results in
lower adoption of the service especially by small and medium enterprises; this is expected to cause
hindrance in the growth of the contact center as a service market.
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North America Expected to Hold Major Share of the Global Contact Center as a Service
(CCaaS) Market
On the basis of region, the global contact center as a service market can be segmented into North
America, Europe, Asia Pacific, Middle East & Africa, and South America.
North America is expected to account for major share of the global contact center as a service market
during the forecast period, due to advancements in technology and enhanced customer experiences
in the region.
The major shareholder in this region is the U.S. resulting in rising share of North America in the
contact center as a service market.
Key Players Operating in the Global Contact Center as a Service (CCaaS) Market
Liveops, Inc.
CenturyLink, Inc.
Evolve IP, LLC.
Serenova

3. Serenova
Talkdesk, Inc,
Capgemini
Cisco Systems, Inc.
Avaya Inc.
Aspect Software, Inc.
NICE Ltd.
Five9 Inc.
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Global Contact Center as a Service (CCaaS) Market: Research Scope
Global Contact Center as a Service (CCaaS) Market, by Type
Onsite
Offsite
Global Contact Center as a Service (CCaaS) Market, by Enterprise Size
Small and Medium Enterprises
Large Enterprises
Global Contact Center as a Service (CCaaS) Market, by Industry
Telecom & IT
BFSI
Healthcare & Life Sciences
Public Sector
‘Retail & Consumer Goods
Others
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Transparency Market Research is a global market intelligence company, providing global business
information reports and services. Our exclusive blend of quantitative forecasting and trends analysis
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The post Contact Center as a Service (CCaaS) Market to Witness Robust Expansion throughout the
Forecast Period 2019 – 2027 appeared first on 360PRWire.
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