サービスとしてのコンタクトセンター（CCaaS）の世界市場レポート 2025年

サービスとしてのコンタクトセンター（CCaaS）の市場規模は今後数年で急成長が見込まれます。2029年には160億6,000万米ドルに成長し、CAGRは19.2％に達すると思われます。予測期間の成長は、サブスクリプション型モデル、進化する顧客の期待、カスタマイズとパーソナライゼーション、リモートワークの増加、コームシステムとの統合に起因しています。予測期間の主な動向には、AIを活用した顧客エンゲージメント、クラウドの導入、オムニチャネル体験、分析と洞察、リモートワークの実現などがあります。

世界のインターネットユーザーの増加は、今後のサービスとしてのコンタクトセンター（CCaaS）市場の拡大を促進すると予測されます。インターネット・ユーザーとは、オンライン・コミュニティに積極的に参加したり、インターネットを利用したりする個人のことです。インターネットは、さまざまな民間、公共、商業、学術、政府のネットワークにまたがる情報資源へのアクセスを提供する、相互接続されたコンピュータ・システムの広大なネットワークとして機能しています。CCaaSは、企業や消費者がオンラインでシームレスに情報を共有したり入手したりすることを可能にします。例えば、スイスに本部を置く情報通信技術に特化した国連機関である国際通信連合は2023年9月、世界人口の67％にあたる54億人がインターネットを利用していると報告し、2022年の53億人（世界人口の66％）から増加しました。このように、世界のインターネット利用者の増加は、サービスとしてのコンタクトセンター（CCaaS）市場の成長に貢献します。

クラウドコンピューティングサービスの利用拡大が、サービスとしてのコンタクトセンター（CCaaS）市場の成長を促進する重要な要因になると予測されます。クラウドコンピューティングサービスは、ストレージ、処理能力、アプリケーションなどのコンピューティングリソースをインターネット上で提供するものです。サービスとしてのコンタクトセンター（CCaaS）の領域では、クラウドコンピューティングは、コストのかかるオンプレミスインフラの必要性を排除し、ピーク時の通話量の変動や予期せぬ変化に対応できる拡張性を提供することで、極めて重要な役割を果たしています。例えば、2023年12月に欧州委員会が発表したデータでは、EU企業の45.2％がクラウド・コンピューティング・サービスに投資していることが明らかになっています。注目すべきは、電子メール・サービスが最も人気があり（82.7％）、ファイル・ストレージ（68.0％）とオフィス・ソフトウェアが僅差で続いていることです。このように、さまざまな分野でクラウドコンピューティングサービスの採用が急増していることが、サービスとしてのコンタクトセンター（CCaaS）市場の成長軌道を支える原動力となっています。

目次

第1章 エグゼクティブサマリー

第2章 市場の特徴

第3章 市場動向と戦略

第4章 市場- マクロ経済シナリオ金利、インフレ、地政学、コロナ禍、回復が市場に与える影響を含むマクロ経済シナリオ

第5章 世界の成長分析と戦略分析フレームワーク

• 世界サービスとしてのコンタクトセンター（CCaaS） PESTEL分析（政治、社会、技術、環境、法的要因、促進要因、抑制要因）
• 最終用途産業の分析
• 世界のサービスとしてのコンタクトセンター（CCaaS）市場：成長率分析
• 世界のサービスとしてのコンタクトセンター（CCaaS）市場の実績：規模と成長, 2019-2024
• 世界のサービスとしてのコンタクトセンター（CCaaS）市場の予測：規模と成長, 2024-2029, 2034F
• 世界サービスとしてのコンタクトセンター（CCaaS）総アドレス可能市場（TAM）

第6章 市場セグメンテーション

• 世界のサービスとしてのコンタクトセンター（CCaaS）市場：機能別、実績と予測, 2019-2024, 2024-2029F, 2034F
• 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
• その他の機能
• 世界のサービスとしてのコンタクトセンター（CCaaS）市場：企業規模別、実績と予測, 2019-2024, 2024-2029F, 2034F
• 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：業界別、実績と予測, 2019-2024, 2024-2029F, 2034F
• BFSI
• ITおよび通信
• 政府
• ヘルスケア
• 消費財および小売
• 旅行とホスピタリティ
• メディアとエンターテイメント
• その他の産業
• 世界のサービスとしてのコンタクトセンター（CCaaS）市場、自動着信分配（ACD）のサブセグメンテーション、タイプ別、実績と予測, 2019-2024, 2024-2029F, 2034F
• スキルベースルーティング
• 時間ベースのルーティング
• IVRベースのルーティング
• 世界のサービスとしてのコンタクトセンター（CCaaS）市場通話録音のサブセグメンテーション、タイプ別、実績と予測, 2019-2024, 2024-2029F, 2034F
• クラウドベースの通話録音
• オンプレミス通話録音
• 音声と画面の録画
• 世界のサービスとしてのコンタクトセンター（CCaaS）市場、コンピュータテレフォニー統合（CTI）のサブセグメンテーション、タイプ別、実績と予測, 2019-2024, 2024-2029F, 2034F
• 統合音声応答（IVR）
• コールセンターソフトウェア統合
• CRM統合
• 世界のサービスとしてのコンタクトセンター（CCaaS）市場、顧客コラボレーションのサブセグメンテーション、タイプ別、実績と予測, 2019-2024, 2024-2029F, 2034F
• オムニチャネルサポート（音声、メール、チャット、ソーシャルメディア）
• 共同閲覧
• ビデオコラボレーション
• チャットボットとバーチャルアシスタント
• 世界のサービスとしてのコンタクトセンター（CCaaS）市場、ダイヤラーのサブセグメンテーション、タイプ別、実績と予測, 2019-2024, 2024-2029F, 2034F
• 予測ダイヤラー
• プレビューダイヤラー
• パワーダイヤラー
• プログレッシブダイヤラー
• 世界のサービスとしてのコンタクトセンター（CCaaS）市場、対話型音声応答（IVR）のサブセグメンテーション、タイプ別、実績と予測, 2019-2024, 2024-2029F, 2034F
• クラウドベースのIVR
• 音声認識IVR
• DTMFベースのIVR
• ビジュアルIVR
• 世界のサービスとしてのコンタクトセンター（CCaaS）市場、レポートと分析のタイプ別のサブセグメンテーション、実績と予測, 2019-2024, 2024-2029F, 2034F
• リアルタイム分析
• 履歴分析
• パフォーマンス指標（KPI）
• 感情分析
• 世界のサービスとしてのコンタクトセンター（CCaaS）市場、タイプ別人材最適化のサブセグメンテーション、実績と予測, 2019-2024, 2024-2029F, 2034F
• 人材管理
• 労働力のスケジュール
• 品質監視
• トレーニングおよびコーチングツール
• 世界のサービスとしてのコンタクトセンター（CCaaS）市場、その他の機能のサブセグメンテーション、タイプ別、実績と予測, 2019-2024, 2024-2029F, 2034F
• マルチチャネルルーティング
• 音声バイオメトリクス
• 音声分析

第7章 地域別・国別分析

• 世界のサービスとしてのコンタクトセンター（CCaaS）市場：地域別、実績と予測, 2019-2024, 2024-2029F, 2034F
• 世界のサービスとしてのコンタクトセンター（CCaaS）市場：国別、実績と予測, 2019-2024, 2024-2029F, 2034F

第8章 アジア太平洋市場

第9章 中国市場

第10章 インド市場

第11章 日本市場

第12章 オーストラリア市場

第13章 インドネシア市場

第14章 韓国市場

第15章 西欧市場

第16章 英国市場

第17章 ドイツ市場

第18章 フランス市場

第19章 イタリア市場

第20章 スペイン市場

第21章 東欧市場

第22章 ロシア市場

第23章 北米市場

第24章 米国市場

第25章 カナダ市場

第26章 南米市場

第27章 ブラジル市場

第28章 中東市場

第29章 アフリカ市場

第30章 競合情勢と企業プロファイル

• サービスとしてのコンタクトセンター（CCaaS）市場：競合情勢
• サービスとしてのコンタクトセンター（CCaaS）市場：企業プロファイル
  • Amazon.com Inc. Overview, Products and Services, Strategy and Financial Analysis
  • Microsoft Corporation Overview, Products and Services, Strategy and Financial Analysis
  • AT&T Inc. Overview, Products and Services, Strategy and Financial Analysis
  • Accenture LLP Overview, Products and Services, Strategy and Financial Analysis
  • IBM Corporation Overview, Products and Services, Strategy and Financial Analysis

第31章 その他の大手企業と革新的企業

• Cisco Systems Inc
• Content Guru Limited
• Capgemini
• CenturyLink Inc.
• NICE Systems Ltd
• Genesys
• Alcatel Lucent Enterprise
• Vonage Holdings Corp.
• Mitel Networks Corporation
• Unify Inc
• 8x8 Inc
• NICE inContact
• Zendesk Inc.
• Oracle Corporation
• Talkdesk Inc

第32章 世界の市場競合ベンチマーキングとダッシュボード

第33章 主要な合併と買収

第34章 最近の市場動向

第35章 市場の潜在力が高い国、セグメント、戦略

• サービスとしてのコンタクトセンター（CCaaS）市場2029：新たな機会を提供する国
• サービスとしてのコンタクトセンター（CCaaS）市場2029：新たな機会を提供するセグメント
• サービスとしてのコンタクトセンター（CCaaS）市場2029：成長戦略
  • 市場動向に基づく戦略
  • 競合の戦略

第36章 付録

Contact Center as a Service (CCaaS) empowers customer service organizations to manage multichannel interactions through cloud-based contact center infrastructure.

Contact Center as a Service (CCaaS) offers various functions integral to its operation, including automatic call distribution, call recording, computer telephony integration, customer collaboration, dialer, interactive voice response, reporting and analytics, and workforce optimization, among others. Automatic call distribution efficiently routes incoming calls to available staff members, aiding contact centers in managing high call volumes without overwhelming the staff. CCaaS is applicable across different enterprise sizes, catering to both large enterprises and small to medium-sized enterprises (SMEs). Its user industries span BFSI (Banking, Financial Services, and Insurance), IT and telecommunications, government, healthcare, consumer goods and retail, travel and hospitality, media and entertainment, and several other industries.

The contact center as a service (CCaaS) market research report is one of a series of new reports from The Business Research Company that provides contact center as a service (CCaaS) market statistics, including contact center as a service (CCaaS) industry global market size, regional shares, competitors with a contact center as a service (CCaaS) market share, detailed contact center as a service (CCaaS) market segments, market trends and opportunities, and any further data you may need to thrive in the contact center as a service (CCaaS) industry. This contact center as a service (CCaaS) market research report delivers a complete perspective of everything you need, with an in-depth analysis of the current and future scenario of the industry.

The contact center as a service (CCaaS) market size has grown rapidly in recent years. It will grow from $6.7 billion in 2024 to $7.96 billion in 2025 at a compound annual growth rate (CAGR) of 18.7%. The growth in the historic period can be attributed to early cloud adoption, industry adoption rates, regulatory compliance evolution, integration with legacy systems, market consolidation, remote work enablement.

The contact center as a service (CCaaS) market size is expected to see rapid growth in the next few years. It will grow to $16.06 billion in 2029 at a compound annual growth rate (CAGR) of 19.2%. The growth in the forecast period can be attributed to subscription-based models, evolving customer expectations, customization and personalization, rise in remote work, integration with corm systems. Major trends in the forecast period include AI-powered customer engagement, cloud adoption, omnichannel experience, analytics and insights, remote workforce enablement.

The growing number of internet users worldwide is anticipated to drive the expansion of the contact center as a service (CCaaS) market in the future. Internet users are individuals who engage actively in online communities or utilize the Internet. The Internet serves as a vast network of interconnected computer systems that provide access to information resources across various private, public, commercial, academic, and governmental networks. CCaaS enables companies and consumers to share and obtain information online seamlessly. For example, in September 2023, the International Telecommunication Union, a Switzerland-based United Nations agency focusing on information and communication technologies, reported that 67% of the global population, or 5.4 billion people, were using the Internet, up from 5.3 billion people (66% of the world's population) in 2022. Thus, the rising number of internet users globally will contribute to the growth of the contact center as a service (CCaaS) market.

The escalating utilization of cloud computing services is poised to be a significant driver propelling the growth of the contact center as a service (CCaaS) market. Cloud computing services involve provisioning computing resources such as storage, processing power, and applications over the internet. In the realm of Contact Center as a Service (CCaaS), cloud computing plays a pivotal role by eliminating the necessity for costly on-premises infrastructure, offering scalability to manage fluctuations in call volumes during peak periods or unforeseen changes. For instance, data from the European Commission in December 2023 revealed that 45.2% of EU enterprises invested in cloud computing services. Notably, email services emerged as the most popular (82.7%), closely followed by file storage (68.0%) and office software. This burgeoning adoption of cloud computing services across various sectors underpins the driving force behind the growth trajectory of the contact center as a service (CCaaS) market.

Major players in the contact center as a service (CCaaS) market are concentrating on developing innovative solutions, including cloud-based standalone platforms, to improve customer interactions and operational efficiency. These cloud-based standalone platforms are integrated, cloud-hosted solutions that allow businesses to manage customer interactions across various channels without the need for additional software or infrastructure. For example, in June 2024, Microsoft Corporation, a US-based technology company, introduced a standalone CCaaS solution that enables businesses to handle customer interactions across multiple channels, including voice, email, chat, and social media, without requiring extra software or infrastructure. This solution provides flexibility and scalability, allowing businesses to swiftly deploy and adapt their contact center operations based on demand. It features omnichannel support, real-time analytics, and AI-powered tools, such as chatbots, to enhance customer service and operational efficiency. Furthermore, the standalone CCaaS can integrate with third-party systems like CRM, making it a comprehensive solution for managing customer communications.

Major players within the contact center as a service (CCaaS) market are spearheading innovative product developments, notably the introduction of cloud contact centers. These solutions involve outsourcing the management of essential software, hardware, and infrastructure to a third-party vendor, hosted in the cloud. For instance, in February 2022, Zoom Video Communications, Inc. unveiled the Zoom Contact Centre, marking the inaugural omnichannel cloud contact center platform. This platform revolutionizes customer service experiences by integrating various communication channels such as video, SMS, voice, and web chat. Since its inception, the Zoom Contact Centre has rapidly evolved into a comprehensive customer experience suite, incorporating over 600 new features within 18 months. Notably, it introduced the Workforce Engagement Management solution, catering to agent coaching and forecasting, thereby enhancing operational efficiency and customer satisfaction within contact centers. This demonstrates a significant leap in advancing customer service capabilities through cloud-based contact center solutions in the CCaaS market.

In May 2024, Avaya, a technology company based in the US, acquired Edify for an undisclosed amount. This acquisition aimed to strengthen Avaya's leadership in the customer experience (CX) solutions market, particularly by enhancing its cloud and AI capabilities. Edify is a US-based provider of cloud-native contact center platforms, specializing in unified communications (UC), contact center as a service (CCaaS), and communications platform as a service (CPaaS) solutions.

Major companies operating in the contact center as a service (CCaaS) market include Amazon.com Inc., Microsoft Corporation, AT&T Inc., Accenture LLP, IBM Corporation, Cisco Systems Inc, Content Guru Limited, Capgemini, CenturyLink Inc., NICE Systems Ltd, Genesys, Alcatel Lucent Enterprise, Vonage Holdings Corp., Mitel Networks Corporation, Unify Inc, 8x8 Inc, NICE inContact, Zendesk Inc., Oracle Corporation, Talkdesk Inc, Anywhere365 Enterprise Dialogue Management, Liveops Inc., Evolve IP LLC, Enghouse Interactive Inc, 3CLogic, Computer Talk Technology Inc, Luware AG, Serenova, Intrado Corporation, Elevio, Vocalcom, Sharpen

North America was the largest region in the contact center as a service (CCaaS) market in 2024. The regions covered in the contact center as a service (ccaas) market report are Asia-Pacific, Western Europe, Eastern Europe, North America, South America, Middle East, Africa.

The countries covered in the contact center as a service (ccaas) market report are Australia, Brazil, China, France, Germany, India, Indonesia, Japan, Russia, South Korea, UK, USA, Canada, Italy, Spain.

The contact center as a service market includes revenues earned by entities by offering digital platforms which enable customer service agents to communicate with buyers for more personalized customer experiences. Establishments that provide cloud-based contact center solutions are included in this market. The market value includes the value of related goods sold by the service provider or included within the service offering. Only goods and services traded between entities or sold to end consumers are included.

The market value is defined as the revenues that enterprises gain from the sale of goods and/or services within the specified market and geography through sales, grants, or donations in terms of the currency (in USD, unless otherwise specified).

The revenues for a specified geography are consumption values that are revenues generated by organizations in the specified geography within the market, irrespective of where they are produced. It does not include revenues from resales along the supply chain, either further along the supply chain or as part of other products.

Contact Center As A Service (CCaaS) Global Market Report 2025 from The Business Research Company provides strategists, marketers and senior management with the critical information they need to assess the market.

This report focuses on contact center as a service (ccaas) market which is experiencing strong growth. The report gives a guide to the trends which will be shaping the market over the next ten years and beyond.

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Where is the largest and fastest growing market for contact center as a service (ccaas) ? How does the market relate to the overall economy, demography and other similar markets? What forces will shape the market going forward? The contact center as a service (ccaas) market global report from the Business Research Company answers all these questions and many more.

The report covers market characteristics, size and growth, segmentation, regional and country breakdowns, competitive landscape, market shares, trends and strategies for this market. It traces the market's historic and forecast market growth by geography.

• The market characteristics section of the report defines and explains the market.
• The market size section gives the market size ($b) covering both the historic growth of the market, and forecasting its development.
• The forecasts are made after considering the major factors currently impacting the market. These include:

The forecasts are made after considering the major factors currently impacting the market. These include the Russia-Ukraine war, rising inflation, higher interest rates, and the legacy of the COVID-19 pandemic.

• Market segmentations break down the market into sub markets.
• The regional and country breakdowns section gives an analysis of the market in each geography and the size of the market by geography and compares their historic and forecast growth. It covers the growth trajectory of COVID-19 for all regions, key developed countries and major emerging markets.
• The competitive landscape chapter gives a description of the competitive nature of the market, market shares, and a description of the leading companies. Key financial deals which have shaped the market in recent years are identified.
• The trends and strategies section analyses the shape of the market as it emerges from the crisis and suggests how companies can grow as the market recovers.

Scope

• Markets Covered:1) By Function: Automatic Call Distribution; Call Recording; Computer Telephony Integration; Customer Collaboration; Dialer; Interactive Voice Response; Reporting And Analytics; Workforce Optimization; Other Functions
• 2) By Enterprise Size: Large Enterprises; Small And Medium Enterprises (SMEs)
• 3) By Industry: BFSI; IT And Telecommunications; Government; Healthcare; Consumer Goods And Retail; Travel And Hospitality; Media And Entertainment; Other Industries
• Subsegments:
• 1) By Automatic Call Distribution (ACD): Skill-Based Routing; Time-Based Routing; IVR-Based Routing
• 2) By Call Recording: Cloud-Based Call Recording; On-Premises Call Recording; Voice And Screen Recording
• 3) By Computer Telephony Integration (CTI): Integrated Voice Response (IVR); Call Center Software Integration; CRM Integration
• 4) By Customer Collaboration: Omnichannel Support (Voice, Email, Chat, Social Media); Co-Browsing; Video Collaboration; Chatbots And Virtual Assistants
• 5) By Dialer: Predictive Dialer; Preview Dialer; Power Dialer; Progressive Dialer
• 6) By Interactive Voice Response (IVR): Cloud-based IVR; Speech Recognition IVR; DTMF-based IVR; Visual IVR
• 7) By Reporting And Analytics: Real-Time Analytics; Historical Analytics; Performance Metrics (Kpis); Sentiment Analysis
• 8) By Workforce Optimization: Workforce Management; Workforce Scheduling; Quality Monitoring; Training and Coaching Tools
• 9) By Other Functions: Multi-channel Routing; Voice Biometrics; Speech Analytics
• Companies Mentioned: Amazon.com Inc.; Microsoft Corporation; AT&T Inc.; Accenture LLP; IBM Corporation
• Countries: Australia; Brazil; China; France; Germany; India; Indonesia; Japan; Russia; South Korea; UK; USA; Canada; Italy; Spain
• Regions: Asia-Pacific; Western Europe; Eastern Europe; North America; South America; Middle East; Africa
• Time series: Five years historic and ten years forecast.
• Data: Ratios of market size and growth to related markets, GDP proportions, expenditure per capita,
• Data segmentations: country and regional historic and forecast data, market share of competitors, market segments.
• Sourcing and Referencing: Data and analysis throughout the report is sourced using end notes.
• Delivery format: PDF, Word and Excel Data Dashboard.

Table of Contents

1. Executive Summary

2. Contact Center As A Service (CCaaS) Market Characteristics

3. Contact Center As A Service (CCaaS) Market Trends And Strategies

4. Contact Center As A Service (CCaaS) Market - Macro Economic Scenario Macro Economic Scenario Including The Impact Of Interest Rates, Inflation, Geopolitics And Covid And Recovery On The Market

5. Global Contact Center As A Service (CCaaS) Growth Analysis And Strategic Analysis Framework

• 5.1. Global Contact Center As A Service (CCaaS) PESTEL Analysis (Political, Social, Technological, Environmental and Legal Factors, Drivers and Restraints)
• 5.2. Analysis Of End Use Industries
• 5.3. Global Contact Center As A Service (CCaaS) Market Growth Rate Analysis
• 5.4. Global Contact Center As A Service (CCaaS) Historic Market Size and Growth, 2019 - 2024, Value ($ Billion)
• 5.5. Global Contact Center As A Service (CCaaS) Forecast Market Size and Growth, 2024 - 2029, 2034F, Value ($ Billion)
• 5.6. Global Contact Center As A Service (CCaaS) Total Addressable Market (TAM)

6. Contact Center As A Service (CCaaS) Market Segmentation

• 6.1. Global Contact Center As A Service (CCaaS) Market, Segmentation By Function, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion
• Automatic Call Distribution
• Call Recording
• Computer Telephony Integration
• Customer Collaboration
• Dialer
• Interactive Voice Response
• Reporting And Analytics
• Workforce Optimization
• Other Functions
• 6.2. Global Contact Center As A Service (CCaaS) Market, Segmentation By Enterprise Size, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion
• Large Enterprises
• Small And Medium Enterprises (SMEs)
• 6.3. Global Contact Center As A Service (CCaaS) Market, Segmentation By Industry, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion
• BFSI
• IT And Telecommunications
• Government
• Healthcare
• Consumer Goods And Retail
• Travel And Hospitality
• Media And Entertainment
• Other Industries
• 6.4. Global Contact Center As A Service (CCaaS) Market, Sub-Segmentation Of Automatic Call Distribution (ACD), By Type, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion
• Skill-Based Routing
• Time-Based Routing
• IVR-Based Routing
• 6.5. Global Contact Center As A Service (CCaaS) Market, Sub-Segmentation Of Call Recording, By Type, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion
• Cloud-Based Call Recording
• On-Premises Call Recording
• Voice And Screen Recording
• 6.6. Global Contact Center As A Service (CCaaS) Market, Sub-Segmentation Of Computer Telephony Integration (CTI), By Type, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion
• Integrated Voice Response (IVR)
• Call Center Software Integration
• CRM Integration
• 6.7. Global Contact Center As A Service (CCaaS) Market, Sub-Segmentation Of Customer Collaboration, By Type, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion
• Omnichannel Support (Voice, Email, Chat, Social Media)
• Co-Browsing
• Video Collaboration
• Chatbots And Virtual Assistants
• 6.8. Global Contact Center As A Service (CCaaS) Market, Sub-Segmentation Of Dialer, By Type, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion
• Predictive Dialer
• Preview Dialer
• Power Dialer
• Progressive Dialer
• 6.9. Global Contact Center As A Service (CCaaS) Market, Sub-Segmentation Of Interactive Voice Response (IVR), By Type, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion
• Cloud-Based IVR
• Speech Recognition IVR
• DTMF-Based IVR
• Visual IVR
• 6.10. Global Contact Center As A Service (CCaaS) Market, Sub-Segmentation Of Reporting And Analytics, By Type, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion
• Real-Time Analytics
• Historical Analytics
• Performance Metrics (KPIs)
• Sentiment Analysis
• 6.11. Global Contact Center As A Service (CCaaS) Market, Sub-Segmentation Of Workforce Optimization, By Type, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion
• Workforce Management
• Workforce Scheduling
• Quality Monitoring
• Training And Coaching Tools
• 6.12. Global Contact Center As A Service (CCaaS) Market, Sub-Segmentation Of Other Functions, By Type, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion
• Multi-Channel Routing
• Voice Biometrics
• Speech Analytics

7. Contact Center As A Service (CCaaS) Market Regional And Country Analysis

• 7.1. Global Contact Center As A Service (CCaaS) Market, Split By Region, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion
• 7.2. Global Contact Center As A Service (CCaaS) Market, Split By Country, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion

8. Asia-Pacific Contact Center As A Service (CCaaS) Market

• 8.1. Asia-Pacific Contact Center As A Service (CCaaS) Market Overview
• Region Information, Market Information, Background Information, Government Initiatives, Regulations, Regulatory Bodies, Major Associations, Taxes Levied, Corporate Tax Structure, Investments, Major Companies
• 8.2. Asia-Pacific Contact Center As A Service (CCaaS) Market, Segmentation By Function, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion
• 8.3. Asia-Pacific Contact Center As A Service (CCaaS) Market, Segmentation By Enterprise Size, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion
• 8.4. Asia-Pacific Contact Center As A Service (CCaaS) Market, Segmentation By Industry, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion

9. China Contact Center As A Service (CCaaS) Market

• 9.1. China Contact Center As A Service (CCaaS) Market Overview
• 9.2. China Contact Center As A Service (CCaaS) Market, Segmentation By Function, Historic and Forecast, 2019-2024, 2024-2029F, 2034F,$ Billion
• 9.3. China Contact Center As A Service (CCaaS) Market, Segmentation By Enterprise Size, Historic and Forecast, 2019-2024, 2024-2029F, 2034F,$ Billion
• 9.4. China Contact Center As A Service (CCaaS) Market, Segmentation By Industry, Historic and Forecast, 2019-2024, 2024-2029F, 2034F,$ Billion

10. India Contact Center As A Service (CCaaS) Market

• 10.1. India Contact Center As A Service (CCaaS) Market, Segmentation By Function, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion
• 10.2. India Contact Center As A Service (CCaaS) Market, Segmentation By Enterprise Size, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion
• 10.3. India Contact Center As A Service (CCaaS) Market, Segmentation By Industry, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion

11. Japan Contact Center As A Service (CCaaS) Market

• 11.1. Japan Contact Center As A Service (CCaaS) Market Overview
• 11.2. Japan Contact Center As A Service (CCaaS) Market, Segmentation By Function, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion
• 11.3. Japan Contact Center As A Service (CCaaS) Market, Segmentation By Enterprise Size, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion
• 11.4. Japan Contact Center As A Service (CCaaS) Market, Segmentation By Industry, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion

12. Australia Contact Center As A Service (CCaaS) Market

• 12.1. Australia Contact Center As A Service (CCaaS) Market, Segmentation By Function, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion
• 12.2. Australia Contact Center As A Service (CCaaS) Market, Segmentation By Enterprise Size, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion
• 12.3. Australia Contact Center As A Service (CCaaS) Market, Segmentation By Industry, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion

13. Indonesia Contact Center As A Service (CCaaS) Market

• 13.1. Indonesia Contact Center As A Service (CCaaS) Market, Segmentation By Function, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion
• 13.2. Indonesia Contact Center As A Service (CCaaS) Market, Segmentation By Enterprise Size, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion
• 13.3. Indonesia Contact Center As A Service (CCaaS) Market, Segmentation By Industry, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion

14. South Korea Contact Center As A Service (CCaaS) Market

• 14.1. South Korea Contact Center As A Service (CCaaS) Market Overview
• 14.2. South Korea Contact Center As A Service (CCaaS) Market, Segmentation By Function, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion
• 14.3. South Korea Contact Center As A Service (CCaaS) Market, Segmentation By Enterprise Size, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion
• 14.4. South Korea Contact Center As A Service (CCaaS) Market, Segmentation By Industry, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion

15. Western Europe Contact Center As A Service (CCaaS) Market

• 15.1. Western Europe Contact Center As A Service (CCaaS) Market Overview
• 15.2. Western Europe Contact Center As A Service (CCaaS) Market, Segmentation By Function, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion
• 15.3. Western Europe Contact Center As A Service (CCaaS) Market, Segmentation By Enterprise Size, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion
• 15.4. Western Europe Contact Center As A Service (CCaaS) Market, Segmentation By Industry, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion

16. UK Contact Center As A Service (CCaaS) Market

• 16.1. UK Contact Center As A Service (CCaaS) Market, Segmentation By Function, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion
• 16.2. UK Contact Center As A Service (CCaaS) Market, Segmentation By Enterprise Size, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion
• 16.3. UK Contact Center As A Service (CCaaS) Market, Segmentation By Industry, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion

17. Germany Contact Center As A Service (CCaaS) Market

• 17.1. Germany Contact Center As A Service (CCaaS) Market, Segmentation By Function, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion
• 17.2. Germany Contact Center As A Service (CCaaS) Market, Segmentation By Enterprise Size, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion
• 17.3. Germany Contact Center As A Service (CCaaS) Market, Segmentation By Industry, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion

18. France Contact Center As A Service (CCaaS) Market

• 18.1. France Contact Center As A Service (CCaaS) Market, Segmentation By Function, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion
• 18.2. France Contact Center As A Service (CCaaS) Market, Segmentation By Enterprise Size, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion
• 18.3. France Contact Center As A Service (CCaaS) Market, Segmentation By Industry, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion

19. Italy Contact Center As A Service (CCaaS) Market

• 19.1. Italy Contact Center As A Service (CCaaS) Market, Segmentation By Function, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion
• 19.2. Italy Contact Center As A Service (CCaaS) Market, Segmentation By Enterprise Size, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion
• 19.3. Italy Contact Center As A Service (CCaaS) Market, Segmentation By Industry, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion

20. Spain Contact Center As A Service (CCaaS) Market

• 20.1. Spain Contact Center As A Service (CCaaS) Market, Segmentation By Function, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion
• 20.2. Spain Contact Center As A Service (CCaaS) Market, Segmentation By Enterprise Size, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion
• 20.3. Spain Contact Center As A Service (CCaaS) Market, Segmentation By Industry, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion

21. Eastern Europe Contact Center As A Service (CCaaS) Market

• 21.1. Eastern Europe Contact Center As A Service (CCaaS) Market Overview
• 21.2. Eastern Europe Contact Center As A Service (CCaaS) Market, Segmentation By Function, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion
• 21.3. Eastern Europe Contact Center As A Service (CCaaS) Market, Segmentation By Enterprise Size, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion
• 21.4. Eastern Europe Contact Center As A Service (CCaaS) Market, Segmentation By Industry, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion

22. Russia Contact Center As A Service (CCaaS) Market

• 22.1. Russia Contact Center As A Service (CCaaS) Market, Segmentation By Function, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion
• 22.2. Russia Contact Center As A Service (CCaaS) Market, Segmentation By Enterprise Size, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion
• 22.3. Russia Contact Center As A Service (CCaaS) Market, Segmentation By Industry, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion

23. North America Contact Center As A Service (CCaaS) Market

• 23.1. North America Contact Center As A Service (CCaaS) Market Overview
• 23.2. North America Contact Center As A Service (CCaaS) Market, Segmentation By Function, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion
• 23.3. North America Contact Center As A Service (CCaaS) Market, Segmentation By Enterprise Size, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion
• 23.4. North America Contact Center As A Service (CCaaS) Market, Segmentation By Industry, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion

24. USA Contact Center As A Service (CCaaS) Market

• 24.1. USA Contact Center As A Service (CCaaS) Market Overview
• 24.2. USA Contact Center As A Service (CCaaS) Market, Segmentation By Function, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion
• 24.3. USA Contact Center As A Service (CCaaS) Market, Segmentation By Enterprise Size, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion
• 24.4. USA Contact Center As A Service (CCaaS) Market, Segmentation By Industry, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion

25. Canada Contact Center As A Service (CCaaS) Market

• 25.1. Canada Contact Center As A Service (CCaaS) Market Overview
• 25.2. Canada Contact Center As A Service (CCaaS) Market, Segmentation By Function, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion
• 25.3. Canada Contact Center As A Service (CCaaS) Market, Segmentation By Enterprise Size, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion
• 25.4. Canada Contact Center As A Service (CCaaS) Market, Segmentation By Industry, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion

26. South America Contact Center As A Service (CCaaS) Market

• 26.1. South America Contact Center As A Service (CCaaS) Market Overview
• 26.2. South America Contact Center As A Service (CCaaS) Market, Segmentation By Function, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion
• 26.3. South America Contact Center As A Service (CCaaS) Market, Segmentation By Enterprise Size, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion
• 26.4. South America Contact Center As A Service (CCaaS) Market, Segmentation By Industry, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion

27. Brazil Contact Center As A Service (CCaaS) Market

• 27.1. Brazil Contact Center As A Service (CCaaS) Market, Segmentation By Function, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion
• 27.2. Brazil Contact Center As A Service (CCaaS) Market, Segmentation By Enterprise Size, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion
• 27.3. Brazil Contact Center As A Service (CCaaS) Market, Segmentation By Industry, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion

28. Middle East Contact Center As A Service (CCaaS) Market

• 28.1. Middle East Contact Center As A Service (CCaaS) Market Overview
• 28.2. Middle East Contact Center As A Service (CCaaS) Market, Segmentation By Function, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion
• 28.3. Middle East Contact Center As A Service (CCaaS) Market, Segmentation By Enterprise Size, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion
• 28.4. Middle East Contact Center As A Service (CCaaS) Market, Segmentation By Industry, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion

29. Africa Contact Center As A Service (CCaaS) Market

• 29.1. Africa Contact Center As A Service (CCaaS) Market Overview
• 29.2. Africa Contact Center As A Service (CCaaS) Market, Segmentation By Function, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion
• 29.3. Africa Contact Center As A Service (CCaaS) Market, Segmentation By Enterprise Size, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion
• 29.4. Africa Contact Center As A Service (CCaaS) Market, Segmentation By Industry, Historic and Forecast, 2019-2024, 2024-2029F, 2034F, $ Billion

30. Contact Center As A Service (CCaaS) Market Competitive Landscape And Company Profiles

• 30.1. Contact Center As A Service (CCaaS) Market Competitive Landscape
• 30.2. Contact Center As A Service (CCaaS) Market Company Profiles
  • 30.2.1. Amazon.com Inc. Overview, Products and Services, Strategy and Financial Analysis
  • 30.2.2. Microsoft Corporation Overview, Products and Services, Strategy and Financial Analysis
  • 30.2.3. AT&T Inc. Overview, Products and Services, Strategy and Financial Analysis
  • 30.2.4. Accenture LLP Overview, Products and Services, Strategy and Financial Analysis
  • 30.2.5. IBM Corporation Overview, Products and Services, Strategy and Financial Analysis

31. Contact Center As A Service (CCaaS) Market Other Major And Innovative Companies

• 31.1. Cisco Systems Inc
• 31.2. Content Guru Limited
• 31.3. Capgemini
• 31.4. CenturyLink Inc.
• 31.5. NICE Systems Ltd
• 31.6. Genesys
• 31.7. Alcatel Lucent Enterprise
• 31.8. Vonage Holdings Corp.
• 31.9. Mitel Networks Corporation
• 31.10. Unify Inc
• 31.11. 8x8 Inc
• 31.12. NICE inContact
• 31.13. Zendesk Inc.
• 31.14. Oracle Corporation
• 31.15. Talkdesk Inc

32. Global Contact Center As A Service (CCaaS) Market Competitive Benchmarking And Dashboard

33. Key Mergers And Acquisitions In The Contact Center As A Service (CCaaS) Market

34. Recent Developments In The Contact Center As A Service (CCaaS) Market

35. Contact Center As A Service (CCaaS) Market High Potential Countries, Segments and Strategies

• 35.1 Contact Center As A Service (CCaaS) Market In 2029 - Countries Offering Most New Opportunities
• 35.2 Contact Center As A Service (CCaaS) Market In 2029 - Segments Offering Most New Opportunities
• 35.3 Contact Center As A Service (CCaaS) Market In 2029 - Growth Strategies
  • 35.3.1 Market Trend Based Strategies
  • 35.3.2 Competitor Strategies

36. Appendix

• 36.1. Abbreviations
• 36.2. Currencies
• 36.3. Historic And Forecast Inflation Rates
• 36.4. Research Inquiries
• 36.5. The Business Research Company
• 36.6. Copyright And Disclaimer