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Report Overview
2024
Base Year
2018-2024
Historical Year
2025-2034
Forecast Year
Global Contact Centre as a Service Market Size
The global contact centre as a service market attained a value of USD 5.71 billion in 2023. The market is further expected to grow at a CAGR of 16.60% between 2024 and 2032 to reach a value of USD 22.77 billion by 2032.
| Global Contact Centre as a Service Market Report Summary | Description | Value |
| Base Year | USD Billion | 2023 |
| Historical Period | USD Billion | 2018-2023 |
| Forecast Period | USD Billion | 2024-2032 |
| Market Size 2023 | USD Billion | 5.7 |
| Market Size 2032 | USD Billion | 22.7 |
| CAGR 2018-2023 | Percentage | XX% |
| CAGR 2024-2032 | Percentage | 16.6% |
| CAGR 2024-2032 - Market by Region | Asia Pacific | 21.5% |
| CAGR 2024-2032 - Market by Country | China | 20.6% |
| CAGR 2024-2032 - Market by Country | Australia | 14.6% |
| CAGR 2024-2032 - Market by Component | Services | 18.3% |
| CAGR 2024-2032 - Market by End Use | Healthcare | 18.9% |
| Market Share by Country 2023 | India | 11.7% |
Contact Centre as a Service Market Report Snapshots
Contact Centre as a Service Market Size
Contact Centre as a Service Market Growth
Contact Centre as a Service Market Trends
Contact Centre as a Service Market Share
Contact Centre as a Service Companies
Contact Centre as a Service Market Regional Analysis
*While we strive to always give you current and accurate information, the numbers depicted on the website are indicative and may differ from the actual numbers in the main report. At Expert Market Research, we aim to bring you the latest insights and trends in the market. Using our analyses and forecasts, stakeholders can understand the market dynamics, navigate challenges, and capitalize on opportunities to make data-driven strategic decisions.*
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Key Questions Answered in the Report
The global market reached a value of USD 5.71 billion in 2024.
The market is estimated to grow at a CAGR of 16.60% in the forecast period of 2025 and 2034 to reach a value of USD 22.77 billion by 2034.
The rapid digitalisation across various end use industries such as healthcare, BFSI, and government, among others, increasing demands of consumers, and growing competition amongst companies are the major market drivers of the contact centre as a service market.
The key trends in the market include the advancements in technology leading to the emergence of artificial intelligence (AI) and machine learning (ML).
The various solutions in the CCaaS market include automatic call distribution, call recording, computer telephony integration, customer collaboration, dialler, interactive voice response, and reporting and analytics, among others.
The major elements of contact centre as a service include emphasis on phone communication, capacity for email, emphasis on high-end technology, tech-friendly agents, and data tracking.
Unlike call centres, a contact centre is capable of interacting with multiple customers across various channels such as social media, app, text, and web, among others.
Examples of contact centre as a service include IVR, call distribution, call collaboration, call routing, and ACD, among others.
Inbound, outbound, multichannel, omnichannel, on-premise, and cloud, are the different types of contact centres.
ALE International SAS, Microsoft Corporation, Cisco Systems, Inc., Genesys, SAP SE, NICE Ltd, Amazon Web Services (AWS), Alvaria, Inc., Five9, Inc., Evolve IP, LLC., and TTEC Holdings, Inc., among others, are the key players in the market for contact centre as a service, according to the report.
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