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Contact Center as a Service (CCaaS) Market Size, Share & COVID-19 Impact Analysis, By Function (Interactive Voice Response (IVR), Multichannel, Automatic Call Distribution, Computer Telephony Integration (CTI), Reporting and Analytics, Workforce Optimization, Customer Collaboration, and Others), By Enterprise Size (Small & Medium Enterprises and Large Enterprises), By Industry (BFSI, IT & Telecommunications, Government, Healthcare, Consumer Goods & Retail, Travel & Hospitality, Media & Entertainment, and Others), and Regional Forecast, 2021-2028

Region : Global | Format: PDF | Report ID: FBI104160

 

  1. Introduction
    1. Definition, By Segment
    2. Research Methodology/Approach
    3. Data Sources
  2. Key Takeaways
  3. Market Dynamics
    1. Macro and Micro Economic Indicators
    2. Drivers, Restraints, Opportunities and Trends
    3. Impact of COVID-19
      1. Short-term Impact
      2. Long-term Impact
  4. Competition Landscape
    1. Business Strategies Adopted by Key Players
    2. Consolidated SWOT Analysis of Key Players
  5. Global Market Share Analysis and Matrix, 2020
  6. Key Market Insights and Strategic Recommendations
  7. Profiles of Key Players (Would be provided for 10 players only)
    1. Overview
      1. Key Management
      2. Headquarters etc.
    2. Offerings/Business Segments
    3. Key Details (Key details are subjected to data availability in Public Cloud domain and/or on paid databases)
      1. Employee Size
      2. Key Financials
        1. Past and Current Revenue
        2. Geographical Share
        3. Business Segment Share
    4. Recent Developments
  8. Annexure / Appendix
    1. Global Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts (Quantitative Data), By Segments, 2017-2028
      1. By Function (USD)
        1. Interactive Voice Response (IVR)
        2. Multichannel
        3. Automatic Call Distribution
        4. Computer Telephony Integration (CTI)
        5. Reporting and Analytics
        6. Workforce Optimization
        7. Customer Collaboration
        8. Others (Recording, Dialer, etc.)
      2. Enterprise Size (USD)
        1. SMEs
        2. Large Enterprises
      3. By Industry (USD)
        1. BFSI
        2. IT and Telecommunications
        3. Government
        4. Healthcare
        5. Consumer Goods and Retail
        6. Travel and Hospitality
        7. Media and Entertainment
        8. Others
      4. By Region (USD)
        1. North America
        2. Latin America
        3. Europe
        4. Middle East & Africa
        5. Asia Pacific
    2. North America Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts (Quantitative Data), By Segments, 2017-2028
      1. By Function (USD)
        1. Interactive Voice Response (IVR)
        2. Multichannel
        3. Automatic Call Distribution
        4. Computer Telephony Integration (CTI)
        5. Reporting and Analytics
        6. Workforce Optimization
        7. Customer Collaboration
        8. Others (Recording, Dialer, etc.)
      2. Enterprise Size (USD)
        1. SMEs
        2. Large Enterprises
      3. By Industry (USD)
        1. BFSI
        2. IT and Telecommunications
        3. Government
        4. Healthcare
        5. Consumer Goods and Retail
        6. Travel and Hospitality
        7. Media and Entertainment
        8. Others
      4. By Country (USD)
        1. United States (By Function)
        2. Canada (By Function)
    3. Latin America Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts (Quantitative Data), By Segments, 2017-2028
      1. By Function (USD)
        1. Interactive Voice Response (IVR)
        2. Multichannel
        3. Automatic Call Distribution
        4. Computer Telephony Integration (CTI)
        5. Reporting and Analytics
        6. Workforce Optimization
        7. Customer Collaboration
        8. Others (Recording, Dialer, etc.)
      2. Enterprise Size (USD)
        1. SMEs
        2. Large Enterprises
      3. By Industry (USD)
        1. BFSI
        2. IT and Telecommunications
        3. Government
        4. Healthcare
        5. Consumer Goods and Retail
        6. Travel and Hospitality
        7. Media and Entertainment
        8. Others
      4. By Country (USD)
        1. Brazil (By Function)
        2. Mexico (By Function)
        3. Rest of Latin America
    4. Europe Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts (Quantitative Data), By Segments, 2017-2028
      1. By Function (USD)
        1. Interactive Voice Response (IVR)
        2. Multichannel
        3. Automatic Call Distribution
        4. Computer Telephony Integration (CTI)
        5. Reporting and Analytics
        6. Workforce Optimization
        7. Customer Collaboration
        8. Others (Recording, Dialer, etc.)
      2. Enterprise Size (USD)
        1. SMEs
        2. Large Enterprises
      3. By Industry (USD)
        1. BFSI
        2. IT and Telecommunications
        3. Government
        4. Healthcare
        5. Consumer Goods and Retail
        6. Travel and Hospitality
        7. Media and Entertainment
        8. Others
      4. By Country (USD)
        1. United Kingdom (By Function)
        2. Germany (By Function)
        3. France (By Function)
        4. Italy (By Function)
        5. Spain (By Function)
        6. Rest of Europe
    5. Middle East & Africa Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts (Quantitative Data), By Segments, 2017-2028
      1. By Function (USD)
        1. Interactive Voice Response (IVR)
        2. Multichannel
        3. Automatic Call Distribution
        4. Computer Telephony Integration (CTI)
        5. Reporting and Analytics
        6. Workforce Optimization
        7. Customer Collaboration
        8. Others (Recording, Dialer, etc.)
      2. Enterprise Size (USD)
        1. SMEs
        2. Large Enterprises
      3. By Industry (USD)
        1. BFSI
        2. IT and Telecommunications
        3. Government
        4. Healthcare
        5. Consumer Goods and Retail
        6. Travel and Hospitality
        7. Media and Entertainment
        8. Others
      4. By Country (USD)
        1. GCC (By Function)
        2. South Africa (By Function)
        3. Rest of MEA
    6. Asia Pacific Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts (Quantitative Data), By Segments, 2017-2028
      1. By Function (USD)
        1. Interactive Voice Response (IVR)
        2. Multichannel
        3. Automatic Call Distribution
        4. Computer Telephony Integration (CTI)
        5. Reporting and Analytics
        6. Workforce Optimization
        7. Customer Collaboration
        8. Others (Recording, Dialer, etc.)
      2. Enterprise Size (USD)
        1. SMEs
        2. Large Enterprises
      3. By Industry (USD)
        1. BFSI
        2. IT and Telecommunications
        3. Government
        4. Healthcare
        5. Consumer Goods and Retail
        6. Travel and Hospitality
        7. Media and Entertainment
        8. Others
      4. By Country (USD)
        1. China (By Function)
        2. India (By Function)
        3. Japan (By Function)
        4. Southeast Asia (By Function)
        5. Rest of Asia Pacific
  • Companies Analyzed (In order to estimate the market size and/or understanding the market ecosystem) (Note that the purpose of the below list is to highlight the exhaustiveness of coverage. This does not necessarily mean that all the below companies are profiled in the scope. Kindly refer Companies Profiled Section for more details. However, at the same, we are open to profile additional company(s) on specific request)
    • Anywhere365 Enterprise Dialogue Management
    • Computer Talk Technology Inc.
    • 8x8, Inc.
    • Content Guru Limited
    • Enghouse Interactive
    • Genesys Telecommunication Laboratories, Inc
    • NICE Systems Ltd.
    • Talkdesk  Inc.
    • Luware AG.
    • Evolve IP, LLC
    • Avaya, Inc.
    • Alcatel Lucent Enterprise
    • Cisco Systems, Inc.
    • Five9, Inc.
    • Microsoft Corporation
    • SAP SE
    • Unify, Inc.
Read Less

Figure 1: Global Contact Center as a Service (CCaaS) Market Revenue Share Split (%), By Function, 2020 and 2028

Figure 2: Global Contact Center as a Service (CCaaS) Market Revenue Share Split (%), By Enterprise Size, 2020 and 2028

Figure 3: Global Contact Center as a Service (CCaaS) Market Revenue Share Split (%), By Industry, 2020 and 2028

Figure 4: Global Contact Center as a Service (CCaaS) Market Revenue Share Split (%), by Region, 2020 and 2028

Figure 5: Global Contact Center as a Service (CCaaS) Market Share Analysis and Matrix, 2020

Figure 6: North America Contact Center as a Service (CCaaS) Market Revenue Share Split (%), By Function, 2020 and 2028

Figure 7: North America Contact Center as a Service (CCaaS) Market Revenue Share Split (%), By Enterprise Size, 2020 and 2028

Figure 8: North America Contact Center as a Service (CCaaS) Market Revenue Share Split (%), By Industry, 2020 and 2028

Figure 9: North America Contact Center as a Service (CCaaS) Market Revenue Share Split (%), by Country, 2020 and 2028

Figure 10: U.S. Contact Center as a Service (CCaaS) Market Revenue Share Split (%), By Function, 2020 and 2028

Figure 11: Canada Contact Center as a Service (CCaaS) Market Revenue Share Split (%), By Function, 2020 and 2028

Figure 12: Europe Contact Center as a Service (CCaaS) Market Revenue Share Split (%), By Function, 2020 and 2028

Figure 13: Europe Contact Center as a Service (CCaaS) Market Revenue Share Split (%), By Enterprise Size, 2020 and 2028

Figure 14: Europe Contact Center as a Service (CCaaS) Market Revenue Share Split (%), By Industry, 2020 and 2028

Figure 15: Europe Contact Center as a Service (CCaaS) Market Revenue Share Split (%), by Country, 2020 and 2028

Figure 16: United Kingdom Contact Center as a Service (CCaaS) Market Revenue Share Split (%), By Function, 2020 and 2028

Figure 17: Germany Contact Center as a Service (CCaaS) Market Revenue Share Split (%), By Function, 2020 and 2028

Figure 18: France Contact Center as a Service (CCaaS) Market Revenue Share Split (%), By Function, 2020 and 2028

Figure 19: Italy Contact Center as a Service (CCaaS) Market Revenue Share Split (%), By Function, 2020 and 2028

Figure 20: Spain Contact Center as a Service (CCaaS) Market Revenue Share Split (%), By Function, 2020 and 2028

Figure 21: Asia Pacific Contact Center as a Service (CCaaS) Market Revenue Share Split (%), By Function, 2020 and 2028

Figure 22: Asia Pacific Contact Center as a Service (CCaaS) Market Revenue Share Split (%), By Enterprise Size, 2020 and 2028

Figure 23: Asia Pacific Contact Center as a Service (CCaaS) Market Revenue Share Split (%), By Industry, 2020 and 2028

Figure 24: Asia Pacific Contact Center as a Service (CCaaS) Market Revenue Share Split (%), by Country, 2020 and 2028

Figure 25: China Contact Center as a Service (CCaaS) Market Revenue Share Split (%), By Function, 2020 and 2028

Figure 26: Japan Contact Center as a Service (CCaaS) Market Revenue Share Split (%), By Function, 2020 and 2028

Figure 27: India Contact Center as a Service (CCaaS) Market Revenue Share Split (%), By Function, 2020 and 2028

Figure 28: Southeast Asia Contact Center as a Service (CCaaS) Market Revenue Share Split (%), By Function, 2020 and 2028

Figure 29: Middle East and Africa Contact Center as a Service (CCaaS) Market Revenue Share Split (%), By Function, 2020 and 2028

Figure 30: Middle East and Africa Contact Center as a Service (CCaaS) Market Revenue Share Split (%), By Enterprise Size, 2020 and 2028

Figure 31: Middle East and Africa Contact Center as a Service (CCaaS) Market Revenue Share Split (%), By Industry, 2020 and 2028

Figure 32: Middle East and Africa Contact Center as a Service (CCaaS) Market Revenue Share Split (%), by Country, 2020 and 2028

Figure 33: GCC Contact Center as a Service (CCaaS) Market Revenue Share Split (%), By Function, 2020 and 2028

Figure 34: South Africa Contact Center as a Service (CCaaS) Market Revenue Share Split (%), By Function, 2020 and 2028

Figure 35: Latin America Contact Center as a Service (CCaaS) Market Revenue Share Split (%), By Function, 2020 and 2028

Figure 36: Latin America Contact Center as a Service (CCaaS) Market Revenue Share Split (%), By Enterprise Size, 2020 and 2028

Figure 37: Latin America Contact Center as a Service (CCaaS) Market Revenue Share Split (%), By Industry 2020 and 2028

Figure 38: Latin America Contact Center as a Service (CCaaS) Market Revenue Share Split (%), by Country, 2020 and 2028

Figure 39: Brazil Contact Center as a Service (CCaaS) Market Revenue Share Split (%), By Function, 2020 and 2028

Figure 40: Mexico Contact Center as a Service (CCaaS) Market Revenue Share Split (%), By Function, 2020 and 2028

Table 1: Global Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, YoY Growth Rate, 2017 – 2028

Table 2: Global Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Function, 2017 – 2028

Table 3: Global Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Enterprise Size, 2017 – 2028

Table 4: Global Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Industry, 2017 – 2028

Table 5: Global Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, by Region, 2017 – 2028

Table 6: North America Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, 2017 – 2028

Table 7: North America Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Function, 2017 – 2028

Table 8: North America Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Enterprise Size, 2017 – 2028

Table 9: North America Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Industry, 2017 – 2028

Table 10: North America Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, by Country, 2017 – 2028

Table 11: U.S. Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Function, 2017 – 2028

Table 12: Canada Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Function, 2017 – 2028

Table 13: Europe Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, 2017 – 2028

Table 14: Europe Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Function, 2017 – 2028

Table 15: Europe Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Enterprise Size, 2017 – 2028

Table 16: Europe Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Industry, 2017 – 2028

Table 17: Europe Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, by Country, 2017 – 2028

Table 18: U.K. Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Function, 2017 – 2028

Table 19: Germany Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Function, 2017 – 2028

Table 20: France Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Function, 2017 – 2028

Table 21: Spain Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Function, 2017 – 2028

Table 22: Italy Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Function, 2017 – 2028

Table 23: Asia Pacific Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, 2017 – 2028

Table 24: Asia Pacific Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Function, 2017 – 2028

Table 25: Asia Pacific Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Enterprise Size, 2017 – 2028

Table 26: Asia Pacific Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Industry, 2017 – 2028

Table 27: Asia Pacific Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, by Country, 2017 – 2028

Table 28: China Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Function, 2017 – 2028

Table 29: Japan Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Function, 2017 – 2028

Table 30: India Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Function, 2017 – 2028

Table 31: Southeast Asia Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Function, 2017 – 2028

Table 32: Middle East and Africa Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, 2017 – 2028

Table 33: Middle East and Africa Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Function, 2017 – 2028

Table 34: Middle East and Africa Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Enterprise Size, 2017 – 2028

Table 35: Middle East and Africa Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Industry, 2017 – 2028

Table 36: Middle East and Africa Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, by Country, 2017 – 2028

Table 37: GCC Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Function, 2017 – 2028

Table 38: South Africa Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Function, 2017 – 2028

Table 39: Latin America Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, 2017 – 2028

Table 40: Latin America Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Function, 2017 – 2028

Table 41: Latin America Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Enterprise Size, 2017 – 2028

Table 42: Latin America Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Industry, 2017 – 2028

Table 43: Latin America Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, by Country, 2017 – 2028

Table 44: Brazil Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Function, 2017 – 2028

Table 45: Mexico Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Function, 2017 – 2028

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