サービスとしてのコンタクトセンターの市場規模、シェア、成長分析、ソリューション別、サービス別、企業規模別、最終用途別、地域別 - 産業予測、2025～2032年

世界のサービスとしてのコンタクトセンター（CCaaS）市場規模は、2023年に51億米ドルと評価され、2024年の60億8,000万米ドルから2032年には247億8,000万米ドルに成長し、予測期間（2025年～2032年）のCAGRは19.2％で成長する見通しです。

コンタクトセンター技術市場は、事業継続性を強化し、顧客とのやり取りを合理化し、満足度を向上させる最先端ソリューションの進歩によって、大きな成長を遂げています。これらのソリューションにAIや機械学習が統合されたことで、サービスとしてのコンタクトセンター（CCaaS）の需要が高まっています。多くの企業が柔軟性を高めるためにクラウドコンタクトセンターを選択しており、その顕著な例がServiceNowのAmazon Connectとの統合です。さらに、Automation Anywhereのような企業はAI主導のソリューションを立ち上げ、より迅速なカスタマーサポートを可能にしています。企業が複数のチャネルで優れたカスタマー・エクスペリエンスを追求する中、クラウドベースのコンタクトセンターは費用対効果の高いオプションを提供し、中小企業をサポートします。しかし、機密性の高い顧客データ管理に対する懸念が、業界の成長に課題をもたらす可能性があります。米国のCCaaS市場は、今後数年間で持続的な拡大が見込まれます。

目次

イントロダクション

• 調査の目的
• 調査範囲
• 定義

調査手法

• 情報調達
• 二次データと一次データの方法
• 市場規模予測
• 市場の前提条件と制限

エグゼクティブサマリー

• 世界市場の見通し
• 供給と需要の動向分析
• セグメント別機会分析

市場力学と見通し

• 市場概要
• 市場規模
• 市場力学
  • 促進要因と機会
  • 抑制要因と課題
• ポーターの分析

主な市場の考察

• 重要成功要因
• 競合の程度
• 主な投資機会
• 市場エコシステム
• 市場の魅力指数（2024年）
• PESTEL分析
• マクロ経済指標
• バリューチェーン分析
• 価格分析
• ケーススタディ分析

世界サービスとしてのコンタクトセンター（CCaaS）市場規模：ソリューション別

• 市場概要
• 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
• 労働力の最適化
• その他

世界のサービスとしてのコンタクトセンター（CCaaS）市場規模：サービス別

• 市場概要
• 統合と展開
• 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

世界のサービスとしてのコンタクトセンター（CCaaS）市場規模：企業規模別

• 市場概要
• 大企業
• 中小企業

世界のサービスとしてのコンタクトセンター（CCaaS）市場規模：最終用途別

• 市場概要
• BFSI
• 消費財・小売
• 政府
• ヘルスケア
• ITおよび通信
• 旅行・ホスピタリティ
• その他

世界のサービスとしてのコンタクトセンター（CCaaS）市場規模

• 北米
  • 米国
  • カナダ
• 欧州
  • ドイツ
  • スペイン
  • フランス
  • 英国
  • イタリア
  • その他欧州地域
• アジア太平洋地域
  • 中国
  • インド
  • 日本
  • 韓国
  • その他アジア太平洋地域
• ラテンアメリカ
  • ブラジル
  • その他ラテンアメリカ地域
• 中東・アフリカ
  • GCC諸国
  • 南アフリカ
  • その他中東・アフリカ

競合情報

• 上位5社の比較
• 主要企業の市場ポジショニング（2024年）
• 主な市場企業が採用した戦略
• 市場の最近の動向
• 企業の市場シェア分析（2024年）
• 主要企業の企業プロファイル
  • 会社概要
  • 製品ポートフォリオ分析
  • セグメント別シェア分析
  • 収益の前年比比較（2022-2024）

主要企業プロファイル

• Avaya（US）
• Five9（US）
• Talkdesk（US）
• Cisco Systems（US）
• Amazon Web Services（AWS）（US）
• Twilio（US）
• RingCentral（US）
• 8x8（US）
• Alcatel-Lucent Enterprise（France）
• Unify（Germany）
• Connect First（US）
• Sharpen Technologies（US）
• LivePerson（US）

結論と推奨事項

Global Contact Center As A Service (CCaaS) Market size was valued at USD 5.1 billion in 2023 and is poised to grow from USD 6.08 billion in 2024 to USD 24.78 billion by 2032, growing at a CAGR of 19.2% during the forecast period (2025-2032).

The contact center technology market is experiencing significant growth, driven by advancements in cutting-edge solutions that enhance business continuity, streamline customer interactions, and elevate satisfaction. The demand for Contact Center as a Service (CCaaS) is rising, fueled by the integration of AI and machine learning in these solutions. Many companies are opting for cloud contact centers to promote greater flexibility; a notable example being ServiceNow's integration with Amazon Connect. Moreover, firms like Automation Anywhere are launching AI-driven solutions, enabling quicker customer support. As businesses strive for superior customer experiences across multiple channels, cloud-based contact centers provide cost-effective options, thereby supporting smaller enterprises. However, concerns over sensitive customer data management may pose challenges to industry growth. The US CCaaS market is poised for sustainable expansion in the coming years.

Top-down and bottom-up approaches were used to estimate and validate the size of the Global Contact Center As A Service (Ccaas) market and to estimate the size of various other dependent submarkets. The research methodology used to estimate the market size includes the following details: The key players in the market were identified through secondary research, and their market shares in the respective regions were determined through primary and secondary research. This entire procedure includes the study of the annual and financial reports of the top market players and extensive interviews for key insights from industry leaders such as CEOs, VPs, directors, and marketing executives. All percentage shares split, and breakdowns were determined using secondary sources and verified through Primary sources. All possible parameters that affect the markets covered in this research study have been accounted for, viewed in extensive detail, verified through primary research, and analyzed to get the final quantitative and qualitative data.

Global Contact Center As A Service (Ccaas) Market Segmental Analysis

Global Contact Center As A Service (CCaaS) Market is segmented by Solution, Service, Enterprise Size, End-use and region. Based on Solution, the market is segmented into Automatic Call Distribution, Call Recording, Computer Telephony Integration, Customer Collaboration, Dialer, Interactive Voice Response, Reporting & Analytics, Workforce Optimization and Others. Based on Service, the market is segmented into Integration & Deployment, Support & Maintenance, Training & Consulting and Managed Services. Based on Enterprise Size, the market is segmented into Large Enterprises and Small & Medium Enterprises. Based on End-use, the market is segmented into BFSI, Consumer Goods & Retail, Government, Healthcare, IT & Telecom, Travel & Hospitality and Others. Based on region, the market is segmented into North America, Europe, Asia Pacific, Latin America and Middle East & Africa.

Driver of the Global Contact Center As A Service (Ccaas) Market

The global Contact Center as a Service (CCaaS) market is witnessing significant growth driven by the increasing implementation of AI-driven chatbots and cloud-based software solutions. Major corporations are increasingly rolling out API-based contact center offerings, facilitating organizations to deliver online customer support across various platforms, including phone calls, live chat, emails, and messaging services. This surge in API-enabled solutions is propelling market expansion, as continuous digital transformation across industries necessitates upgrading IT infrastructures. Consequently, the demand for integration and deployment services is rising, enabling companies to effectively manage a diverse user base across multiple communication channels within their contact center frameworks.

Restraints in the Global Contact Center As A Service (Ccaas) Market

The growth of the Global Contact Center as a Service (CCaaS) market is hindered by an increasing prevalence of fraudulent activities, heightened security concerns, and frequent data breaches. As organizations adopt digital technologies such as cloud computing and artificial intelligence, the exposure to cyber threats in contact centers escalates. The surge in internet connectivity has necessitated stringent security measures, compliance, and data safeguarding. According to Skyquest analysis, contact centers globally manage over 100 billion calls each month, with approximately one in every 1,700 calls flagged as fraudulent. The massive volume of customer data handled by contact centers creates significant vulnerabilities to data security risks.

Market Trends of the Global Contact Center As A Service (Ccaas) Market

The Global Contact Center as a Service (CCaaS) market is experiencing significant growth, driven by telecom companies striving for innovation and enhanced customer service. As these companies seek to optimize revenue streams, they are increasingly adopting advanced automated solutions that provide data-driven insights. The need for real-time analytics to manage vast amounts of customer data-often fragmented across various silos-has become paramount. Consequently, businesses are turning to CCaaS providers that offer sophisticated tools for data mining and analytics, facilitating seamless interactions between users and agents. This trend underscores a shift towards integrated, agile solutions that enhance customer experience and operational efficiency in the telecom sector.

Table of Contents

Introduction

• Objectives of the Study
• Scope of the Report
• Definitions

Research Methodology

• Information Procurement
• Secondary & Primary Data Methods
• Market Size Estimation
• Market Assumptions & Limitations

Executive Summary

• Global Market Outlook
• Supply & Demand Trend Analysis
• Segmental Opportunity Analysis

Market Dynamics & Outlook

• Market Overview
• Market Size
• Market Dynamics
  • Drivers & Opportunities
  • Restraints & Challenges
• Porters Analysis
  • Competitive rivalry
  • Threat of substitute
  • Bargaining power of buyers
  • Threat of new entrants
  • Bargaining power of suppliers

Key Market Insights

• Key Success Factors
• Degree of Competition
• Top Investment Pockets
• Market Ecosystem
• Market Attractiveness Index, 2024
• PESTEL Analysis
• Macro-Economic Indicators
• Value Chain Analysis
• Pricing Analysis
• Case Study Analysis

Global Contact Center As A Service (CCaaS) Market Size by Solution & CAGR (2025-2032)

• Market Overview
• Automatic Call Distribution
• Call Recording
• Computer Telephony Integration
• Customer Collaboration
• Dialer
• Interactive Voice Response
• Reporting & Analytics
• Workforce Optimization
• Others

Global Contact Center As A Service (CCaaS) Market Size by Service & CAGR (2025-2032)

• Market Overview
• Integration & Deployment
• Support & Maintenance
• Training & Consulting
• Managed Services

Global Contact Center As A Service (CCaaS) Market Size by Enterprise Size & CAGR (2025-2032)

• Market Overview
• Large Enterprises
• Small & Medium Enterprises

Global Contact Center As A Service (CCaaS) Market Size by End-use & CAGR (2025-2032)

• Market Overview
• BFSI
• Consumer Goods & Retail
• Government
• Healthcare
• IT & Telecom
• Travel & Hospitality
• Others

Global Contact Center As A Service (CCaaS) Market Size & CAGR (2025-2032)

• North America (Solution, Service, Enterprise Size, End-use)
  • US
  • Canada
• Europe (Solution, Service, Enterprise Size, End-use)
  • Germany
  • Spain
  • France
  • UK
  • Italy
  • Rest of Europe
• Asia Pacific (Solution, Service, Enterprise Size, End-use)
  • China
  • India
  • Japan
  • South Korea
  • Rest of Asia-Pacific
• Latin America (Solution, Service, Enterprise Size, End-use)
  • Brazil
  • Rest of Latin America
• Middle East & Africa (Solution, Service, Enterprise Size, End-use)
  • GCC Countries
  • South Africa
  • Rest of Middle East & Africa

Competitive Intelligence

• Top 5 Player Comparison
• Market Positioning of Key Players, 2024
• Strategies Adopted by Key Market Players
• Recent Developments in the Market
• Company Market Share Analysis, 2024
• Company Profiles of All Key Players
  • Company Details
  • Product Portfolio Analysis
  • Company's Segmental Share Analysis
  • Revenue Y-O-Y Comparison (2022-2024)

Key Company Profiles

• Avaya (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Five9 (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Talkdesk (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Cisco Systems (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Amazon Web Services (AWS) (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Twilio (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• RingCentral (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• 8x8 (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Alcatel-Lucent Enterprise (France)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Unify (Germany)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Connect First (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• Sharpen Technologies (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments
• LivePerson (US)
  • Company Overview
  • Business Segment Overview
  • Financial Updates
  • Key Developments

Conclusion & Recommendations