Global Contact Center As A Service (CCaaS) Market

 

 

The Global Contact Center as a Service (CCaaS) Market was valued at USD 3.89 billion in 2021 and is expected to reach USD 11.74 billion by 2028, growing at a CAGR of 17.10% during the forecast period (2022 - 2028).

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Customer satisfaction is a crucial part of any company's future growth prospects. As organizations recognize this and focus on the need to improve customer experience, demand for better contact center services is expected to rise, driving the Contact Center as a Service (CCaaS) Market during the forecast period. Contact Center as a Service (CCaaS) is a cloud-based deployment model that enables a company to provide appropriate services to its customers by utilizing a contact center provider's customer experience solution. It enables businesses to effectively use the software of a contact center provider and purchase only the technology they require, reducing the need for internal IT support.

Top Players Company Profiles

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Recent Developments

  • In March 2022, NICE Launched Spring 2022 release of its CXone cloud contact center suite with additional self-service capabilities.
  • In March 2022, AWS launched the 2022 season of the award-winning AWS DeepRacer League Virtual Circuit. Developers of all-skill levels advance their machine learning (ML) skills and compete in the world’s first global autonomous racing league.
  • In December 2021, Genesys Launched Nationwide Digital Twin Platform for India. The creation of this very accurate 3D data will open up a host of new high-definition mapping applications, including for smart cars, e-commerce, logistics, gaming, utilities planning and disaster management & emergency response. Moreover, with all the smart city components, the digital twin will bring Indian cities on a par with other cities around the world that are now using this advanced geospatial technology.
  • In November 2020, The CCaaS was developed in partnership between Atos SE and Colt Technology Services Group Limited. Colt provides CCaaS solutions via voice and cloud solutions that are integrated with Atos' cloud contact center solution. This collaboration has enabled seamless customer interactions via a variety of omnichannel channels, including social media, phone, chat, and other innovative AI-based solutions.

Global Contact Center As A Service (CCaaS) Key Market Trends

Telecom companies are thriving to be innovative and maximize their revenues by implementing the right tools at the right time to improve customer service uptime and harness massive customer data for actionable insights. These companies also must manage terabytes of data about customer interests, requests, and complaints, which are stored in silos and dispersed throughout the organization. Thus, telecom companies are looking for a data-driven advanced automated solution to achieve accurate real-time insights through data mining and analytics for faster and easier processing of user data as well as interactions with agents.

The COVID-19 pandemic is expected to have a positive Contact Center as a Service (CCaaS) Market impact. The CCaaS model enables working from a remote location. To effectively maintain the customer experience, businesses are increasingly adopting cloud-based solutions and encouraging work-from-home policies. Furthermore, the rise in online transactions and purchases during the COVID-19 crisis has increased the need for cloud-based solutions to be implemented.

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1.       Global AR/VR/MR Market

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3.       Global 3D Reconstruction Technology Market

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