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CCaaS（Contact Center-as-a-Service）市場規模、シェア、動向分析レポート：コンポーネント別、企業規模別、最終用途別、地域別、セグメント予測、2025年～2030年

Contact Center as a Service Market Size, Share & Trends Analysis Report By Component (Solution, Service), By Enterprise Size (Large Enterprises, Small & Medium Enterprises), By End Use, By Region, And Segment Forecasts, 2025 - 2030

出版日
ページ情報
英文 150 Pages
納期
2～10営業日
カスタマイズ可能
価格
価格表記: USDを日本円(税抜)に換算
本日の銀行送金レート: 1USD=144.36円
CCaaS（Contact Center-as-a-Service）市場規模、シェア、動向分析レポート：コンポーネント別、企業規模別、最終用途別、地域別、セグメント予測、2025年～2030年
出版日: 2025年04月15日
発行: Grand View Research
ページ情報: 英文 150 Pages
納期: 2～10営業日
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  • 概要
  • 図表
  • 目次
概要

CCaaS（Contact Center-as-a-Service）市場の成長と動向

Grand View Research, Inc.の最新レポートによると、CCaaS（Contact Center-as-a-Service）の世界市場規模は2030年に171億2,000万米ドルに達し、2025～2030年にかけてCAGR 20.3％で成長すると予測されています。

市場成長の背景には、より優れた柔軟性と顧客の利便性を提供するために、企業によるクラウドベースのコンタクトセンターサービスの採用が増加していることが挙げられます。ビジネスインテリジェンス（BI）技術は、エージェントのパフォーマンスを全体的に把握し、組織目標の達成状況を測定するのに役立つため、多くの企業が導入しています。

クラウドベースのコンタクトセンターは、統合、サポート、IT関連コストの削減などの利点があるため、企業で広く採用されており、CCaaS（Contact Center-as-a-Service）市場の成長を後押ししています。さらに、多くの企業がクラウドコンタクトセンターを開発し、ユーザーの運用機能と柔軟性を強化しています。例えば、2021年1月、インフォシスは、クラウドコンタクトセンターソリューションプロバイダであるジェネシスの技術と、GoogleクラウドのコンタクトセンターAIと分析サービスを活用した顧客エンゲージメントプラットフォーム「インフォシス・コルテックス（Infosys Cortex）」の発売を発表しました。

例えば、2023年5月、英国を拠点とする通信プロバイダのBTとインテリジェントCXプラットフォームの主要プロバイダであるFive9は、世界中の組織に幅広いコンタクトセンターサービスとソリューションを提供することを目的としたパートナーシップの拡大を発表しました。この提携の一環として、BTはFive9 Intelligent CX Platformをマネージドサービスとして新規と既存の顧客に記載しています。このサービスは、既存の音声、ユニファイドコミュニケーション、デジタルチャネル、顧客関係管理（CRM）システムとシームレスに統合することで、組織が職場の完全なデジタル化を達成できるよう支援することを目的としています。

COVID-19パンデミックは市場に好影響を与えると予想されます。パンデミックの状況が続く中、クラウドホスト型のコンタクトセンターは、エージェントがどこからでも業務に必要なツールにアクセスできるため、より優れたレベルの信頼性、可用性、ディザスタリカバリを提供できるとして、支持を集めています。さらに、クラウドホスト型コンタクトセンターは、ワークフォースの弾力性に優れているため、ソリューションの拡大が容易で、新しい機能や技術ソリューションの展開も迅速です。しかし、データセキュリティに対する懸念の高まりが、予測期間中の市場成長の妨げになると予想されます。CCaaSソリューションは、膨大なデータ量と消費者の重要な財務データを扱うため、悪意ある攻撃のリスクにさらされる可能性があります。

CCaaS（Contact Center-as-a-Service）市場レポートハイライト

  • 2024年には、自動コール分配セグメントが66.1%の最大シェアを占めます。自動コール分配ソリューションは、大量のインバウンドコールを処理するのに役立つため、コンタクトセンターで広く採用されています。
  • 統合・展開セグメントは2024年に39.5％の最大シェアを占めました。より優れた柔軟性とカスタマーエクスペリエンスを提供するためにクラウドベースのCCaaSの採用が拡大しており、予測期間中の同セグメントの成長を牽引すると見られています。
  • 2024年には、大企業セグメントが市場を独占しました。大企業は顧客基盤が世界中に広く広がっているため、事業継続性を効率的に維持するために、先進的なCCaaS（Contact Center-as-a-Service）技術に積極的に投資しています。
  • BFSIセグメントが2024年の市場を独占しました。BFSI産業は、信頼構築と顧客満足度維持のため、効率的かつ効果的な顧客サービスに大きく依存しています。
  • 北米のCCaaS（Contact Center-as-a-Service）産業は、2024年に34.7％の最大シェアを占めました。北米におけるこの成長の主要因の1つは、コンタクトセンター業務へのクラウド技術と人工知能（AI）の急速な統合です。

目次

第1章 調査手法と範囲

第2章 エグゼクティブサマリー

第3章 CCaaS（Contact Center-as-a-Service）市場の変数、動向、範囲

  • 市場系統の展望
  • 市場力学
    • 市場促進要因分析
    • 市場抑制要因分析
    • 産業の課題
  • CCaaS（Contact Center-as-a-Service）市場分析ツール
    • 産業分析-ポーターのファイブフォース分析
    • PESTEL分析

第4章 CCaaS（Contact Center-as-a-Service）市場：コンポーネント別、推定・動向分析

  • セグメントダッシュボード
  • CCaaS（Contact Center-as-a-Service）市場：コンポーネント変動分析、100万米ドル、2024年と2030年
  • ソリューション
    • 自動コール分配
    • 通話録音
    • コンピュータテレフォニー統合
    • 顧客コラボレーション
    • ダイヤラー
    • インタラクティブ音声応答
    • レポートと分析
    • 人材最適化
    • その他
  • サービス
    • インテグレーションと展開
    • サポートとメンテナンス
    • トレーニングとコンサルティング
    • マネージドサービス

第5章 CCaaS（Contact Center-as-a-Service）市場：企業規模別、推定・動向分析

  • セグメントダッシュボード
  • CCaaS（Contact Center-as-a-Service）市場：企業規模変動分析、100万米ドル、2024年と2030年
  • 大企業
  • 中小企業

第6章 CCaaS（Contact Center-as-a-Service）市場：エンドユーザー別、推定・動向分析

  • セグメントダッシュボード
  • CCaaS（Contact Center-as-a-Service）市場：エンドユーザー変動分析、100万米ドル、2024年と2030年
  • BFSI
  • 消費財・小売
  • 政府
  • ヘルスケア
  • IT・通信
  • 旅行とホスピタリティ
  • その他

第7章 CCaaS（Contact Center-as-a-Service）市場：地域別、推定・動向分析

  • CCaaS（Contact Center-as-a-Service）市場シェア、地域別、2024年と2030年、100万米ドル
  • 北米
    • 米国
    • カナダ
    • メキシコ
  • 欧州
    • 英国
    • ドイツ
    • フランス
  • アジア太平洋
    • 中国
    • 日本
    • インド
    • 韓国
    • オーストラリア
  • ラテンアメリカ
    • ブラジル
  • 中東・アフリカ
    • アラブ首長国連邦
    • サウジアラビア
    • 南アフリカ

第8章 競合情勢

  • 企業分類
  • 企業の市場ポジショニング
  • 企業ヒートマップ分析
  • 企業プロファイル/上場企業
    • Alcatel Lucent Enterprise Size
    • Avaya, Inc.
    • Cisco Systems, Inc.
    • Enghouse Interactive Inc.
    • Five9, Inc.
    • Genesys
    • Microsoft Corporation
    • NICE inContact
    • SAP SE
    • Unify Inc.
図表

List of Tables

  • Table 1 Global contact center as a service (CCaaS) market size estimates & forecasts 2018 - 2030 (USD Million)
  • Table 2 Global contact center as a service (CCaaS) market, by region 2018 - 2030 (USD Million)
  • Table 3 Global contact center as a service (CCaaS) market, by component 2018 - 2030 (USD Million)
  • Table 4 Global contact center as a service (CCaaS) market, by enterprise size 2018 - 2030 (USD Million)
  • Table 5 Global contact center as a service (CCaaS) market, by end use 2018 - 2030 (USD Million)
  • Table 6 Solution market, by region 2018 - 2030 (USD Million)
  • Table 7 Service market, by region 2018 - 2030 (USD Million)
  • Table 8 Automatic call distribution market, by region 2018 - 2030 (USD Million)
  • Table 9 Call recording market, by region 2018 - 2030 (USD Million)
  • Table 10 Computer telephony integration market, by region 2018 - 2030 (USD Million)
  • Table 11 Customer collaboration market, by region 2018 - 2030 (USD Million)
  • Table 12 Dialer market, by region 2018 - 2030 (USD Million)
  • Table 13 Interactive voice response market, by region 2018 - 2030 (USD Million)
  • Table 14 Reporting & analytics market, by region 2018 - 2030 (USD Million)
  • Table 15 Workforce optimization market, by region 2018 - 2030 (USD Million)
  • Table 16 Others market, by region 2018 - 2030 (USD Million)
  • Table 17 Integration & deployment market, by region 2018 - 2030 (USD Million)
  • Table 18 Support & maintenance market, by region 2018 - 2030 (USD Million)
  • Table 19 Training & consulting market, by region 2018 - 2030 (USD Million)
  • Table 20 Managed services market, by region 2018 - 2030 (USD Million)
  • Table 21 Large enterprise sizes market, by region 2018 - 2030 (USD Million)
  • Table 22 Small & medium enterprise sizes market, by region 2018 - 2030 (USD Million)
  • Table 23 BFSI market, by region 2018 - 2030 (USD Million)
  • Table 24 Consumer goods & retail market, by region 2018 - 2030 (USD Million)
  • Table 25 Government market, by region 2018 - 2030 (USD Million)
  • Table 26 IT & Telecom market, by region 2018 - 2030 (USD Million)
  • Table 27 Travel & Hospitality market, by region 2018 - 2030 (USD Million)
  • Table 28 Others market, by region 2018 - 2030 (USD Million)
  • Table 29 North America contact center as a service (CCaaS) market, by component 2018 - 2030 (USD Million)
  • Table 30 North America contact center as a service (CCaaS) market, by enterprise size 2018 - 2030 (USD Million)
  • Table 31 North America contact center as a service (CCaaS) market, by end use 2018 - 2030 (USD Million)
  • Table 32 U.S. contact center as a service (CCaaS) market, by component 2018 - 2030 (USD Million)
  • Table 33 U.S. contact center as a service (CCaaS) market, by enterprise size 2018 - 2030 (USD Million)
  • Table 34 U.S. contact center as a service (CCaaS) market, by end use 2018 - 2030 (USD Million)
  • Table 35 Canada contact center as a service (CCaaS) market, by component 2018 - 2030 (USD Million)
  • Table 36 Canada contact center as a service (CCaaS) market, by enterprise size 2018 - 2030 (USD Million)
  • Table 37 Canada contact center as a service (CCaaS) market, by end use 2018 - 2030 (USD Million)
  • Table 38 Mexico contact center as a service (CCaaS) market, by component 2018 - 2030 (USD Million)
  • Table 39 Mexico contact center as a service (CCaaS) market, by enterprise size 2018 - 2030 (USD Million)
  • Table 40 Mexico contact center as a service (CCaaS) market, by end use 2018 - 2030 (USD Million)
  • Table 41 Europe contact center as a service (CCaaS) market, by component 2018 - 2030 (USD Million)
  • Table 42 Europe contact center as a service (CCaaS) market, by enterprise size 2018 - 2030 (USD Million)
  • Table 43 Europe contact center as a service (CCaaS) market, by end use 2018 - 2030 (USD Million)
  • Table 44 U.K. contact center as a service (CCaaS) market, by component 2018 - 2030 (USD Million)
  • Table 45 U.K. contact center as a service (CCaaS) market, by enterprise size 2018 - 2030 (USD Million)
  • Table 46 U.K. contact center as a service (CCaaS) market, by end use 2018 - 2030 (USD Million)
  • Table 47 Germany contact center as a service (CCaaS) market, by component 2018 - 2030 (USD Million)
  • Table 48 Germany contact center as a service (CCaaS) market, by enterprise size 2018 - 2030 (USD Million)
  • Table 49 Germany contact center as a service (CCaaS) market, by end use 2018 - 2030 (USD Million)
  • Table 50 France contact center as a service (CCaaS) market, by component 2018 - 2030 (USD Million)
  • Table 51 France contact center as a service (CCaaS) market, by enterprise size 2018 - 2030 (USD Million)
  • Table 52 France contact center as a service (CCaaS) market, by end use 2018 - 2030 (USD Million)
  • Table 53 Asia Pacific contact center as a service (CCaaS) market, by component 2018 - 2030 (USD Million)
  • Table 54 Asia Pacific contact center as a service (CCaaS) market, by enterprise size 2018 - 2030 (USD Million)
  • Table 55 Asia Pacific contact center as a service (CCaaS) market, by end use 2018 - 2030 (USD Million)
  • Table 56 China contact center as a service (CCaaS) market, by component 2018 - 2030 (USD Million)
  • Table 57 China contact center as a service (CCaaS) market, by enterprise size 2018 - 2030 (USD Million)
  • Table 58 China contact center as a service (CCaaS) market, by end use 2018 - 2030 (USD Million)
  • Table 59 India contact center as a service (CCaaS) market, by component 2018 - 2030 (USD Million)
  • Table 60 India contact center as a service (CCaaS) market, by enterprise size 2018 - 2030 (USD Million)
  • Table 61 India contact center as a service (CCaaS) market, by end use 2018 - 2030 (USD Million)
  • Table 62 Japan contact center as a service (CCaaS) market, by component 2018 - 2030 (USD Million)
  • Table 63 Japan contact center as a service (CCaaS) market, by enterprise size 2018 - 2030 (USD Million)
  • Table 64 Japan contact center as a service (CCaaS) market, by end use 2018 - 2030 (USD Million)
  • Table 65 Australia contact center as a service (CCaaS) market, by component 2018 - 2030 (USD Million)
  • Table 66 Australia contact center as a service (CCaaS) market, by enterprise size 2018 - 2030 (USD Million)
  • Table 67 Australia contact center as a service (CCaaS) market, by end use 2018 - 2030 (USD Million)
  • Table 68 South Korea contact center as a service (CCaaS) market, by component 2018 - 2030 (USD Million)
  • Table 69 South Korea contact center as a service (CCaaS) market, by enterprise size 2018 - 2030 (USD Million)
  • Table 70 South Korea contact center as a service (CCaaS) market, by end use 2018 - 2030 (USD Million)
  • Table 71 Latin America contact center as a service (CCaaS) market, by component 2018 - 2030 (USD Million)
  • Table 72 Latin America contact center as a service (CCaaS) market, by enterprise size 2018 - 2030 (USD Million)
  • Table 73 Latin America contact center as a service (CCaaS) market, by end use 2018 - 2030 (USD Million)
  • Table 74 Brazil contact center as a service (CCaaS) market, by component 2018 - 2030 (USD Million)
  • Table 75 Brazil contact center as a service (CCaaS) market, by enterprise size 2018 - 2030 (USD Million)
  • Table 76 Brazil contact center as a service (CCaaS) market, by end use 2018 - 2030 (USD Million)
  • Table 77 MEA contact center as a service (CCaaS) market, by component 2018 - 2030 (USD Million)
  • Table 78 MEA contact center as a service (CCaaS) market, by enterprise size 2018 - 2030 (USD Million)
  • Table 79 MEA contact center as a service (CCaaS) market, by end use 2018 - 2030 (USD Million)
  • Table 80 UAE contact center as a service (CCaaS) market, by component 2018 - 2030 (USD Million)
  • Table 81 UAE contact center as a service (CCaaS) market, by enterprise size 2018 - 2030 (USD Million)
  • Table 82 UAE contact center as a service (CCaaS) market, by end use 2018 - 2030 (USD Million)
  • Table 83 KSA contact center as a service (CCaaS) market, by component 2018 - 2030 (USD Million)
  • Table 84 KSA contact center as a service (CCaaS) market, by enterprise size 2018 - 2030 (USD Million)
  • Table 85 KSA contact center as a service (CCaaS) market, by end use 2018 - 2030 (USD Million)
  • Table 86 South Africa contact center as a service (CCaaS) market, by component 2018 - 2030 (USD Million)
  • Table 87 South Africa contact center as a service (CCaaS) market, by enterprise size 2018 - 2030 (USD Million)
  • Table 88 South Africa contact center as a service (CCaaS) market, by end use 2018 - 2030 (USD Million)

List of Figures

  • Fig. 1 Contact center as a service (CCaaS) market segmentation
  • Fig. 2 Market research service
  • Fig. 3 Information procurement
  • Fig. 4 Primary research pattern
  • Fig. 5 Market research approaches
  • Fig. 6 Value chain-based sizing & forecasting
  • Fig. 7 Parent market analysis
  • Fig. 8 Market formulation & validation
  • Fig. 9 Contact center as a service (CCaaS) market snapshot
  • Fig. 10 Contact center as a service (CCaaS) market segment snapshot
  • Fig. 11 Contact center as a service (CCaaS) market competitive landscape snapshot
  • Fig. 12 Market research service
  • Fig. 13 Market driver relevance analysis (Current & future impact)
  • Fig. 14 Market restraint relevance analysis (Current & future impact)
  • Fig. 15 Contact center as a service (CCaaS) market, component outlook key takeaways (USD Million)
  • Fig. 16 Contact center as a service (CCaaS) market component movement analysis (USD Million), 2024 & 2030
  • Fig. 17 Solution market revenue estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 18 Automatic call distribution market revenue estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 19 Call recording market revenue estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 20 Computer telephony integration market revenue estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 21 Customer collaboration market revenue estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 22 Dialer market revenue estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 23 Interactive voice response market revenue estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 24 Reporting & analytics market revenue estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 25 Workforce optimization market revenue estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 26 Others market revenue estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 27 Contact Center as a Service (CCaaS) market: Service outlook key takeaways (USD Million)
  • Fig. 28 Service market revenue estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 29 Integration & deployment market revenue estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 30 Support & maintenance market revenue estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 31 Training & consulting market revenue estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 32 Managed services market revenue estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 33 Contact center as a service (CCaaS) market: Enterprise size outlook key takeaways (USD Million)
  • Fig. 34 Contact center as a service (CCaaS) market: Enterprise size movement analysis (USD Million), 2024 & 2030
  • Fig. 35 Large enterprise sizes market revenue estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 36 Small & medium enterprise sizes market revenue estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 37 Contact Center as a Service (CCaaS) market: End use outlook key takeaways (USD Million)
  • Fig. 38 Contact Center as a Service (CCaaS) market: End use movement analysis (USD Million), 2024 & 2030
  • Fig. 39 BFSI market revenue estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 40 Consumer goods & retail market revenue estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 41 Government market revenue estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 42 Healthcare market revenue estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 43 IT & telecom market revenue estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 44 Travel & hospitality market revenue estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 45 Others market revenue estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 46 Regional marketplace: Key takeaways
  • Fig. 47 Contact center as a service (CCaaS) market: Regional outlook, 2024 & 2030, USD Million
  • Fig. 48 North America contact center as a service (CCaaS) market estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 49 U.S. contact center as a service (CCaaS) market estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 50 Canada contact center as a service (CCaaS) market estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 51 Mexico contact center as a service (CCaaS) market estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 52 Europe contact center as a service (CCaaS) market estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 53 U.K. contact center as a service (CCaaS) market estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 54 Germany contact center as a service (CCaaS) market estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 55 France contact center as a service (CCaaS) market estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 56 Asia Pacific contact center as a service (CCaaS) market estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 57 Japan contact center as a service (CCaaS) market estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 58 China contact center as a service (CCaaS) market estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 59 India contact center as a service (CCaaS) market estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 60 Australia contact center as a service (CCaaS) market estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 61 South Korea contact center as a service (CCaaS) market estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 62 Latin America contact center as a service (CCaaS) market estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 63 Brazil contact center as a service (CCaaS) market estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 64 MEA contact center as a service (CCaaS) market estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 65 KSA contact center as a service (CCaaS) market estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 66 UAE contact center as a service (CCaaS) market estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 67 South Africa contact center as a service (CCaaS) market estimates and forecasts, 2018 - 2030 (USD Million)
  • Fig. 68 Strategy framework
  • Fig. 69 Company Categorization
目次
Product Code: GVR-4-68038-284-6

Contact Center as a Service Market Growth & Trends:

The global contact center as a service market size is expected to reach USD 17.12 billion in 2030 and is projected to grow at a CAGR of 20.3% from 2025 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:

  • The automatic call distribution segment held the largest share of 66.1% in 2024. The automatic call distribution solution is widely adopted in contact centers as it helps them handle a large volume of inbound calls
  • The integration and deployment segment held the largest market share of 39.5% in 2024. Growing adoption of the cloud-based CCaaS to provide better flexibility and customer experience is expected to drive the segment growth over the forecast period
  • The large enterprises segment dominated the market in 2024. Large enterprises have a customer base spread widely across the globe, and hence, to maintain business continuity efficiently, large enterprises are aggressively investing in advanced Contact Center as a Service (CCaaS) technology
  • The BFSI segment dominated the market in 2024. The BFSI industry relies heavily on efficient and effective customer service to build trust and maintain customer satisfaction.
  • The North America contact center as a service (CCaaS) industry held the largest share of 34.7% in 2024. One of the primary drivers of this growth in North America is the rapid integration of cloud technologies and artificial intelligence (AI) into contact center operations.

Table of Contents

Chapter 1. Methodology and Scope

  • 1.1. Market Segmentation and Scope
  • 1.2. Research Methodology
    • 1.2.1. Information Procurement
  • 1.3. Information or Data Analysis
  • 1.4. Methodology
  • 1.5. Research Scope and Assumptions
  • 1.6. Market Formulation & Validation
  • 1.7. Country Based Segment Share Calculation
  • 1.8. List of Data Sources

Chapter 2. Executive Summary

  • 2.1. Market Outlook
  • 2.2. Segment Outlook
  • 2.3. Competitive Insights

Chapter 3. Contact Center as a Service Market Variables, Trends, & Scope

  • 3.1. Market Lineage Outlook
  • 3.2. Market Dynamics
    • 3.2.1. Market Driver Analysis
    • 3.2.2. Market Restraint Analysis
    • 3.2.3. Industry Challenge
  • 3.3. Contact Center as a Service (CCaaS) Market Analysis Tools
    • 3.3.1. Industry Analysis - Porter's
      • 3.3.1.1. Bargaining power of the suppliers
      • 3.3.1.2. Bargaining power of the buyers
      • 3.3.1.3. Threats of substitution
      • 3.3.1.4. Threats from new entrants
      • 3.3.1.5. Competitive rivalry
    • 3.3.2. PESTEL Analysis
      • 3.3.2.1. Political landscape
      • 3.3.2.2. Economic landscape
      • 3.3.2.3. Social landscape
      • 3.3.2.4. Technological landscape
      • 3.3.2.5. Environmental landscape
      • 3.3.2.6. Legal landscape

Chapter 4. Contact Center as a Service Market: Component Estimates & Trend Analysis

  • 4.1. Segment Dashboard
  • 4.2. Contact Center as a Service (CCaaS) Market: Component Movement Analysis, USD Million, 2024 & 2030
  • 4.3. Solution
    • 4.3.1. Solution Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
    • 4.3.2. Automatic Call Distribution
      • 4.3.2.1. Automatic Call Distribution Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
    • 4.3.3. Call Recording
      • 4.3.3.1. Call Recording Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
    • 4.3.4. Computer Telephony Integration
      • 4.3.4.1. Computer Telephony Integration Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
    • 4.3.5. Customer Collaboration
      • 4.3.5.1. Customer Collaboration Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
    • 4.3.6. Dialer
      • 4.3.6.1. Dialer Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
    • 4.3.7. Interactive Voice Response
      • 4.3.7.1. Interactive Voice Response Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
    • 4.3.8. Reporting & Analytics
      • 4.3.8.1. Reporting & Analytics Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
    • 4.3.9. Workforce Optimization
      • 4.3.9.1. Workforce Optimization Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
    • 4.3.10. Others
      • 4.3.10.1. Others Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 4.4. Service
    • 4.4.1. Service Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
    • 4.4.2. Integration & Deployment
      • 4.4.2.1. Integration & Deployment Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
    • 4.4.3. Support & Maintenance
      • 4.4.3.1. Support & Maintenance Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
    • 4.4.4. Training & Consulting
      • 4.4.4.1. Training & Consulting Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
    • 4.4.5. Managed Services
      • 4.4.5.1. Managed Services Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)

Chapter 5. Contact Center as a Service Market: Enterprise Size Estimates & Trend Analysis

  • 5.1. Segment Dashboard
  • 5.2. Contact Center as a Service (CCaaS) Market: Enterprise Size Movement Analysis, USD Million, 2024 & 2030
  • 5.3. Large Enterprise Sizes
    • 5.3.1. Large Enterprise Sizes Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 5.4. Small & Medium Enterprise Sizes
    • 5.4.1. Small & Medium Enterprise Sizes Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)

Chapter 6. Contact Center as a Service Market: End Use Estimates & Trend Analysis

  • 6.1. Segment Dashboard
  • 6.2. Contact Center as a Service (CCaaS) Market: End Use Movement Analysis, USD Million, 2024 & 2030
  • 6.3. BFSI
    • 6.3.1. BFSI Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 6.4. Consumer Goods & Retail
    • 6.4.1. Consumer Goods & Retail Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 6.5. Government
    • 6.5.1. Government Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 6.6. Healthcare
    • 6.6.1. Healthcare Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 6.7. IT & Telecom
    • 6.7.1. IT & Telecom Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 6.8. Travel & Hospitality
    • 6.8.1. Travel & Hospitality Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 6.9. Others
    • 6.9.1. Others Market Revenue Estimates and Forecasts, 2018 - 2030 (USD Million)

Chapter 7. Contact Center as a Service Market: Regional Estimates & Trend Analysis

  • 7.1. Contact Center as a Service (CCaaS) Market Share, By Region, 2024 & 2030, USD Million
  • 7.2. North America
    • 7.2.1. North America Contact Center as a Service (CCaaS) Market Estimates and Forecasts, 2018 - 2030 (USD Million)
    • 7.2.2. U.S.
      • 7.2.2.1. U.S. Contact Center as a Service (CCaaS) Market Estimates and Forecasts, 2018 - 2030 (USD Million)
    • 7.2.3. Canada
      • 7.2.3.1. Canada Contact Center as a Service (CCaaS) Market Estimates and Forecasts, 2018 - 2030 (USD Million)
    • 7.2.4. Mexico
      • 7.2.4.1. Mexico Contact Center as a Service (CCaaS) Market Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 7.3. Europe
    • 7.3.1. Europe Contact Center as a Service (CCaaS) Market Estimates and Forecasts, 2018 - 2030 (USD Million)
    • 7.3.2. U.K.
      • 7.3.2.1. U.K. Contact Center as a Service (CCaaS) Market Estimates and Forecasts, 2018 - 2030 (USD Million)
    • 7.3.3. Germany
      • 7.3.3.1. Germany Contact Center as a Service (CCaaS) Market Estimates and Forecasts, 2018 - 2030 (USD Million)
    • 7.3.4. France
      • 7.3.4.1. France Contact Center as a Service (CCaaS) Market Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 7.4. Asia Pacific
    • 7.4.1. Asia Pacific Contact Center as a Service (CCaaS) Market Estimates and Forecasts, 2018 - 2030 (USD Million)
    • 7.4.2. China
      • 7.4.2.1. China Contact Center as a Service (CCaaS) Market Estimates and Forecasts, 2018 - 2030 (USD Million)
    • 7.4.3. Japan
      • 7.4.3.1. Japan Contact Center as a Service (CCaaS) Market Estimates and Forecasts, 2018 - 2030 (USD Million)
    • 7.4.4. India
      • 7.4.4.1. India Contact Center as a Service (CCaaS) Market Estimates and Forecasts, 2018 - 2030 (USD Million)
    • 7.4.5. South Korea
      • 7.4.5.1. South Korea Contact Center as a Service (CCaaS) Market Estimates and Forecasts, 2018 - 2030 (USD Million)
    • 7.4.6. Australia
      • 7.4.6.1. Australia Contact Center as a Service (CCaaS) Market Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 7.5. Latin America
    • 7.5.1. Latin America Contact Center as a Service (CCaaS) Market Estimates and Forecasts, 2018 - 2030 (USD Million)
    • 7.5.2. Brazil
      • 7.5.2.1. Brazil Contact Center as a Service (CCaaS) Market Estimates and Forecasts, 2018 - 2030 (USD Million)
  • 7.6. Middle East and Africa
    • 7.6.1. Middle East and Africa Contact Center as a Service (CCaaS) Market Estimates and Forecasts, 2018 - 2030 (USD Million)
    • 7.6.2. UAE
      • 7.6.2.1. UAE Contact Center as a Service (CCaaS) Market Estimates and Forecasts, 2018 - 2030 (USD Million)
    • 7.6.3. KSA
      • 7.6.3.1. KSA Contact Center as a Service (CCaaS) Market Estimates and Forecasts, 2018 - 2030 (USD Million)
    • 7.6.4. South Africa
      • 7.6.4.1. South Africa Contact Center as a Service (CCaaS) Market Estimates and Forecasts, 2018 - 2030 (USD Million)

Chapter 8. Competitive Landscape

  • 8.1. Company Categorization
  • 8.2. Company Market Positioning
  • 8.3. Company Heat Map Analysis
  • 8.4. Company Profiles/Listing
    • 8.4.1. Alcatel Lucent Enterprise Size
      • 8.4.1.1. Participant's Overview
      • 8.4.1.2. Financial Performance
      • 8.4.1.3. Product Benchmarking
      • 8.4.1.4. Strategic Initiatives
    • 8.4.2. Avaya, Inc.
      • 8.4.2.1. Participant's Overview
      • 8.4.2.2. Financial Performance
      • 8.4.2.3. Product Benchmarking
      • 8.4.2.4. Strategic Initiatives
    • 8.4.3. Cisco Systems, Inc.
      • 8.4.3.1. Participant's Overview
      • 8.4.3.2. Financial Performance
      • 8.4.3.3. Product Benchmarking
      • 8.4.3.4. Strategic Initiatives
    • 8.4.4. Enghouse Interactive Inc.
      • 8.4.4.1. Participant's Overview
      • 8.4.4.2. Financial Performance
      • 8.4.4.3. Product Benchmarking
      • 8.4.4.4. Strategic Initiatives
    • 8.4.5. Five9, Inc.
      • 8.4.5.1. Participant's Overview
      • 8.4.5.2. Financial Performance
      • 8.4.5.3. Product Benchmarking
      • 8.4.5.4. Strategic Initiatives
    • 8.4.6. Genesys
      • 8.4.6.1. Participant's Overview
      • 8.4.6.2. Financial Performance
      • 8.4.6.3. Product Benchmarking
      • 8.4.6.4. Strategic Initiatives
    • 8.4.7. Microsoft Corporation
      • 8.4.7.1. Participant's Overview
      • 8.4.7.2. Financial Performance
      • 8.4.7.3. Product Benchmarking
      • 8.4.7.4. Strategic Initiatives
    • 8.4.8. NICE inContact
      • 8.4.8.1. Participant's Overview
      • 8.4.8.2. Financial Performance
      • 8.4.8.3. Product Benchmarking
      • 8.4.8.4. Strategic Initiatives
    • 8.4.9. SAP SE
      • 8.4.9.1. Participant's Overview
      • 8.4.9.2. Financial Performance
      • 8.4.9.3. Product Benchmarking
      • 8.4.9.4. Strategic Initiatives
    • 8.4.10. Unify Inc.
      • 8.4.10.1. Participant's Overview
      • 8.4.10.2. Financial Performance
      • 8.4.10.3. Product Benchmarking
      • 8.4.10.4. Strategic Initiatives