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Global Contact Center as a Service Market Size study, by function (Interactive Voice Response (IVR), Multichannel, Automatic Call Distribution, Computer Telephony Integration, Reporting and Analytics, Workforce Optimization, Customer Collaboration, Others), by Enterprise Size (Large Enterprise, Small and Medium Size Enterprise), by End Use (BFSI, IT and Telecommunication, Government, Healthcare, Consumer Goods and Retail, Travel and Hospitality, Media and Entertainment, Others)and Regional Forecasts 2021-2027

  • BIZ4599801
  • 200 Pages
  • July 2021
  • ICT & Media
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Global Contact center as a service market is valued at approximately USD XX billion in 2020 and is anticipated to grow with a healthy growth rate of more than XX % over the forecast period 2021-2027. The contact center as a service provides solutions and tools to support the agents in dealing customers. The system provides real time assistance to boost customer handling skills. It is vastly adopted by small and medium enterprises, owning its advanced customer service capabilities. Increasing need to improve customer experience is expected to fuel the contact center as service market (STAT). Benefit of flexibility, scalability, and lower cost are also propelling the market growth.. For instance, FedEx upgraded its IVR system that provides humanized communication over IVR system, which enables customer to convey the message by speaking and the system provide assistance without agent support. Through this, the company reduced 11,000 per day live calls of live agents with just 6% automation. Moreover several key players are taking strategic initiatives to expand their presence in the market for instance,

• In October 2019, NICE Ltd. Launched its first digital omni channel named NICE inContacext CXone. The launch aims to promote reach to thoer customers via all the available channels using its CXone omnichannel service.

However, rising concern of data security may impede market growth over the forecast period of 2021-2027.

The regional analysis of the global Contact centre as a service market is considered for the key regions such as Asia Pacific, North America, Europe, Latin America, and Rest of the World (ROW).

North America is expected to gain the maximum contact center as a service market share. The region holds a great number of enterprises shifting to cloud-based services, the significant presence of cloud computing enterprises is driving the development of various technologies.

Europe ranks second in the market, as the enterprises focusing on gaining a vast costumer base are boosting the market growth in this region.

Major market player included in this report are:

Cisco Systems , Inc.

Genesys

Five9. 8 x 8 Inc.

NICE Ltd.

3CLogic

Oracle Corporation

Avaya Inc.

Mitel Networks

Evolve IP LLC.

The objective of the study is to define market sizes of different segments & countries in recent years and to forecast the values to the coming eight years. The report is designed to incorporate both qualitative and quantitative aspects of the industry within each of the regions and countries involved in the study. Furthermore, the report also caters the detailed information about the crucial aspects such as driving factors & challenges which will define the future growth of the market. Additionally, the report shall also incorporate available opportunities in micro markets for stakeholders to invest along with the detailed analysis of competitive landscape and product offerings of key players. The detailed segments and sub-segment of the market are explained below:

By Function:

Interactive Voice Response (IVR)

Multichannel, Automatic Call Distribution

Computer telepathy integration

Reporting and Analytics

Workforce Optimization

Customer Collaboration

Others

By Enterprise Size:

Large Size

Medium size

Small size

By End Use:

BFSI

IT and Telecommunication

Government

Healthcare

Consumer Goods and Retail

Travel and Hospitality

Media and Entertainment

Others

By Region:

North America

U.S.

Canada

Europe

UK

Germany

France

Spain

Italy

ROE

Asia Pacific

China

India

Japan

Australia

South Korea

RoAPAC

Latin America

Brazil

Mexico

Rest of the World

Furthermore, years considered for the study are as follows:

Historical year – 2018,2019

Base year – 2020

Forecast period – 2021 to 2027.

Target Audience of the Global Contact centre as a service marketin Market Study:

Key Consulting Companies & Advisors

Large, medium-sized, and small enterprises

Venture capitalists

Value-Added Resellers (VARs)

Third-party knowledge providers

Investment bankers

Investors

Chapter 1. Executive Summary

1.1. Market Snapshot

1.2. Global & Segmental Market Estimates & Forecasts, 2019-2027 (USD Billion)

1.2.1. Contact centre as a service market, by Function, 2019-2027 (USD Billion)

1.2.2. Contact centre as a service market, by Enterprise Size, 2019-2027 (USD Billion)

1.2.3. Contact centre as a service market, by End use, 2019-2027 (USD Billion)

1.2.4. Contact centre as a service market by Region, 2019-2027 (USD Billion)

1.3. Key Trends

1.4. Estimation Methodology

1.5. Research Assumption

Chapter 2. Global Contact centre as a service market Definition and Scope

2.1. Objective of the Study

2.2. Market Definition & Scope

2.2.1. Scope of the Study

2.2.2. Industry Evolution

2.3. Years Considered for the Study

2.4. Currency Conversion Rates

Chapter 3. Global Contact centre as a service market Dynamics

3.1. Contact centre as a service market Impact Analysis (2019-2027)

3.1.1. Market Drivers

3.1.1.1. Increasing need to improve customer experience

3.1.1.2. Benefits including flexibility, scalability, and lower cost

3.1.2. Market Restraint

3.1.2.1. Rising concerns of data security

3.1.3. Market Opportunities

3.1.3.1. Adoption of work from home and remote work policies

Chapter 4. Global Contact centre as a service market Industry Analysis

4.1. Porter’s 5 Force Model

4.1.1. Bargaining Power of Suppliers

4.1.2. Bargaining Power of Buyers

4.1.3. Threat of New Entrants

4.1.4. Threat of Substitutes

4.1.5. Competitive Rivalry

4.1.6. Futuristic Approach to Porter’s 5 Force Model (2018-2027)

4.2. PEST Analysis

4.2.1. Political

4.2.2. Economical

4.2.3. Social

4.2.4. Technological

4.3. Investment Adoption Model

4.4. Analyst Recommendation & Conclusion

Chapter 5. Global Contact centre as a service market, by Function

5.1. Market Snapshot

5.2. Global Contact centre as a service market by Type , Performance - Potential Analysis

5.3. Global Contact centre as a service market Estimates & Forecasts by Type 2018-2027 (USD Billion)

5.4. Contact centre as a service market, Sub Segment Analysis

5.4.1. Interactive Voice Response (IVR)

5.4.2. Multichannel

5.4.3. Automatic Call Distribution

5.4.4. Computer Telepathy Integration

5.4.5. Reporting and Analytics

5.4.6. Workforce Optimization

5.4.7. Customer Collaboration

5.4.8. Others

Chapter 6. Global Contact centre as a service market, by Enterprise Size

6.1. Market Snapshot

6.2. Global Contact centre as a service market by Application, Performance - Potential Analysis

6.3. Global Contact centre as a service market Estimates & Forecasts by Application 2018-2027 (USD Billion)

6.4. Contact centre as a service market, Sub Segment Analysis

6.4.1. Small and medium Enterprise

6.4.2. Large Enterprise

Chapter 7. Global Contact centre as a service market, by End Use

7.1. Market Snapshot

7.2. Global Contact centre as a service market by End use, Performance - Potential Analysis

7.3. Global Contact centre as a service market Estimates & Forecasts by End use 2018-2027 (USD Billion)

7.4. Contact centre as a service market, Sub Segment Analysis

7.4.1. BFSI

7.4.2. IT and Telecommunication

7.4.3. Government

7.4.4. Healthcare

7.4.5. Consumer Goods and Retail

7.4.6. Travel and Hospitality

7.4.7. Media and Entertainment

7.4.8. Others

Chapter 8. Global Contact centre as a service market, Regional Analysis

8.1. Contact centre as a service market, Regional Market Snapshot

8.2. North America Contact centre as a service market

8.2.1. U.S. Contact centre as a service market

8.2.1.1. Type breakdown estimates & forecasts, 2018-2027

8.2.1.2. Application breakdown estimates & forecasts, 2018-2027

8.2.1.3. End use breakdown estimates & forecasts, 2018-2027

8.2.2. Canada Contact centre as a service market

8.3. Europe Contact centre as a service market Snapshot

8.3.1. U.K. Contact centre as a service market

8.3.2. Germany Contact centre as a service market

8.3.3. France Contact centre as a service market

8.3.4. Spain Contact centre as a service market

8.3.5. Italy Contact centre as a service market

8.3.6. Rest of Europe Contact centre as a service market

8.4. Asia-Pacific Contact centre as a service market Snapshot

8.4.1. China Contact centre as a service market

8.4.2. India Contact centre as a service market

8.4.3. Japan Contact centre as a service market

8.4.4. Australia Contact centre as a service market

8.4.5. South Korea Contact centre as a service market

8.4.6. Rest of Asia Pacific Contact centre as a service market

8.5. Latin America Contact centre as a service market Snapshot

8.5.1. Brazil Contact centre as a service market

8.5.2. Mexico Contact centre as a service market

8.6. Rest of The World Contact centre as a service market

Chapter 9. Competitive Intelligence

9.1. Top Market Strategies

9.2. Company Profiles

9.2.1. Cisco Systems, Inc

9.2.1.1. Key Information

9.2.1.2. Overview

9.2.1.3. Financial (Subject to Data Availability)

9.2.1.4. Product Summary

9.2.1.5. Recent Developments

9.2.2 Genesys

9.2.3 Five9

9.2.4 8*8 Inc.

9.2.5 NICE Ltd.

9.2.6 3CLogic

9.2.7 Oracle Corporation

9.2.8 Avaya Inc.

9.2.9 Mitel Networks

9.2.10 Evolve IP LLC.

Chapter 10. Research Application

10.1. Research Application

10.1.1. Data Mining

10.1.2. Analysis

10.1.3. Market Estimation

10.1.4. Validation

10.1.5. Publishing

10.2. Research Attributes

10.3. Research Assumption

TABLE 1. Global Contact centre as a service market, report scope

TABLE 2. Global Contact centre as a service market estimates & forecasts by region 2018-2027 (USD Billion)

TABLE 3. Global Contact centre as a service market estimates & forecasts by Function 2018-2027 (USD Billion)

TABLE 4. Global Contact centre as a service market estimates & forecasts by Enterprise Size 2018-2027 (USD Billion)

TABLE 5. Global Contact centre as a service market estimate & forecasts by End use 2018-2027 (USD Billion)

TABLE 6. Global Contact centre as a service market by segment, estimates & forecasts, 2018-2027 (USD Billion)

TABLE 7. Global Contact centre as a service market by region, estimates & forecasts, 2018-2027 (USD Billion)

TABLE 8. Global Contact centre as a service market by segment, estimates & forecasts, 2018-2027 (USD Billion)

TABLE 9. Global Contact centre as a service market by region, estimates & forecasts, 2018-2027 (USD Billion)

TABLE 10. Global Contact centre as a service market by segment, estimates & forecasts, 2018-2027 (USD Billion)

TABLE 11. Global Contact centre as a service market by region, estimates & forecasts, 2018-2027 (USD Billion)

TABLE 12. Global Contact centre as a service market by segment, estimates & forecasts, 2018-2027 (USD Billion)

TABLE 13. Global Contact centre as a service market by region, estimates & forecasts, 2018-2027 (USD Billion)

TABLE 14. Global Contact centre as a service market by segment, estimates & forecasts, 2018-2027 (USD Billion)

TABLE 15. Global Contact centre as a service market by region, estimates & forecasts, 2018-2027 (USD Billion)

TABLE 16. Global Contact centre as a service market by segment, estimates & forecasts, 2018-2027 (USD Billion)

TABLE 17. Global Contact centre as a service market by region, estimates & forecasts, 2018-2027 (USD Billion)

TABLE 18. Global Contact centre as a service market by segment, estimates & forecasts, 2018-2027 (USD Billion)

TABLE 19. Global Contact centre as a service market by region, estimates & forecasts, 2018-2027 (USD Billion)

TABLE 20. Global Contact centre as a service market by segment, estimates & forecasts, 2018-2027 (USD Billion)

TABLE 21. Global Contact centre as a service market by region, estimates & forecasts, 2018-2027 (USD Billion)

TABLE 22. U.S. Contact centre as a service market estimates & forecasts, 2018-2027 (USD Billion)

TABLE 23. U.S. Contact centre as a service market estimates & forecasts by segment 2018-2027 (USD Billion)

TABLE 24. U.S. Contact centre as a service market estimates & forecasts by segment 2018-2027 (USD Billion)

TABLE 25. Canada Contact centre as a service market estimates & forecasts, 2018-2027 (USD Billion)

TABLE 26. Canada Contact centre as a service market estimates & forecasts by segment 2018-2027 (USD Billion)

TABLE 27. Canada Contact centre as a service market estimates & forecasts by segment 2018-2027 (USD Billion)

TABLE 28. UK Contact centre as a service market estimates & forecasts, 2018-2027 (USD Billion)

TABLE 29. UK Contact centre as a service market estimates & forecasts by segment 2018-2027 (USD Billion)

TABLE 30. UK Contact centre as a service market estimates & forecasts by segment 2018-2027 (USD Billion)

TABLE 31. Germany Contact centre as a service market estimates & forecasts, 2018-2027 (USD Billion)

TABLE 32. Germany Contact centre as a service market estimates & forecasts by segment 2018-2027 (USD Billion)

TABLE 33. Germany Contact centre as a service market estimates & forecasts by segment 2018-2027 (USD Billion)

TABLE 34. France Contact centre as a service market estimates & forecasts, 2018-2027 (USD Billion)

TABLE 35. France Contact centre as a service market estimates & forecasts by segment 2018-2027 (USD Billion)

TABLE 36. France Contact centre as a service market estimates & forecasts by segment 2018-2027 (USD Billion)

TABLE 37. Spain Contact centre as a service market estimates & forecasts, 2018-2027 (USD Billion)

TABLE 38. Spain Contact centre as a service market estimates & forecasts by segment 2018-2027 (USD Billion)

TABLE 39. Spain Contact centre as a service market estimates & forecasts by segment 2018-2027 (USD Billion)

TABLE 40. Italy Contact centre as a service market estimates & forecasts, 2018-2027 (USD Billion)

TABLE 41. Italy Contact centre as a service market estimates & forecasts by segment 2018-2027 (USD Billion)

TABLE 42. Italy Contact centre as a service market estimates & forecasts by segment 2018-2027 (USD Billion)

TABLE 43. ROE Contact centre as a service market estimates & forecasts, 2018-2027 (USD Billion)

TABLE 44. ROE Contact centre as a service market estimates & forecasts by segment 2018-2027 (USD Billion)

TABLE 45. ROE Contact centre as a service market estimates & forecasts by segment 2018-2027 (USD Billion)

TABLE 46. China Contact centre as a service market estimates & forecasts, 2018-2027 (USD Billion)

TABLE 47. China Contact centre as a service market estimates & forecasts by segment 2018-2027 (USD Billion)

TABLE 48. China Contact centre as a service market estimates & forecasts by segment 2018-2027 (USD Billion)

TABLE 49. India Contact centre as a service market estimates & forecasts, 2018-2027 (USD Billion)

TABLE 50. India Contact centre as a service market estimates & forecasts by segment 2018-2027 (USD Billion)

TABLE 51. India Contact centre as a service market estimates & forecasts by segment 2018-2027 (USD Billion)

TABLE 52. Japan Contact centre as a service market estimates & forecasts, 2018-2027 (USD Billion)

TABLE 53. Japan Contact centre as a service market estimates & forecasts by segment 2018-2027 (USD Billion)

TABLE 54. Japan Contact centre as a service market estimates & forecasts by segment 2018-2027 (USD Billion)

TABLE 55. Australia Contact centre as a service market estimates & forecasts, 2018-2027 (USD Billion)

TABLE 56. Australia Contact centre as a service market estimates & forecasts by segment 2018-2027 (USD Billion)

TABLE 57. Australia Contact centre as a service market estimates & forecasts by segment 2018-2027 (USD Billion)

TABLE 58. South Korea Contact centre as a service market estimates & forecasts, 2018-2027 (USD Billion)

TABLE 59. South Korea Contact centre as a service market estimates & forecasts by segment 2018-2027 (USD Billion)

TABLE 60. South Korea Contact centre as a service market estimates & forecasts by segment 2018-2027 (USD Billion)

TABLE 61. ROPAC Contact centre as a service market estimates & forecasts, 2018-2027 (USD Billion)

TABLE 62. ROPAC Contact centre as a service market estimates & forecasts by segment 2018-2027 (USD Billion)

TABLE 63. ROPAC Contact centre as a service market estimates & forecasts by segment 2018-2027 (USD Billion)

TABLE 64. Brazil Contact centre as a service market estimates & forecasts, 2018-2027 (USD Billion)

TABLE 65. Brazil Contact centre as a service market estimates & forecasts by segment 2018-2027 (USD Billion)

TABLE 66. Brazil Contact centre as a service market estimates & forecasts by segment 2018-2027 (USD Billion)

TABLE 67. Mexico Contact centre as a service market estimates & forecasts, 2018-2027 (USD Billion)

TABLE 68. Mexico Contact centre as a service market estimates & forecasts by segment 2018-2027 (USD Billion)

TABLE 69. Mexico Contact centre as a service market estimates & forecasts by segment 2018-2027 (USD Billion)

TABLE 70. ROLA Contact centre as a service market estimates & forecasts, 2018-2027 (USD Billion)

TABLE 71. ROLA Contact centre as a service market estimates & forecasts by segment 2018-2027 (USD Billion)

TABLE 72. ROLA Contact centre as a service market estimates & forecasts by segment 2018-2027 (USD Billion)

TABLE 73. ROW Contact centre as a service market estimates & forecasts, 2018-2027 (USD Billion)

TABLE 74. ROW Contact centre as a service market estimates & forecasts by segment 2018-2027 (USD Billion)

TABLE 75. ROW Contact centre as a service market estimates & forecasts by segment 2018-2027 (USD Billion)

TABLE 76. List of secondary sources used in the study of global Contact centre as a service market.

TABLE 77. List of primary sources used in the study of global Contact centre as a service market.

TABLE 78. Years considered for the study.

TABLE 79. Exchange rates considered

 
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