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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, and Others), By Enterprise Size (Large Enterprises and Small & Medium Enterprises), By Industry (BFSI, IT and Telecommunications, Government, Healthcare, Consumer Goods & Retail ), and Regional Forecast, 2020-2027

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

 

Table of Content:

  1. Introduction
    1. Definition, By Segment
    2. Research Methodology/Approach
    3. Data Sources
  2. Executive Summary
  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
    3. Porter’s Five Force Analysis
    4. Global Market Share Analysis and Matrix, 2019
  5. Key Market Insights and Analysis, By Segments
  6. Global Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts (Quantitative Data), By Segments, 2016-2027
      1. By Function (Value)
        1. Interactive Voice Response (IVR)
        2. Multichannel
        3. Automatic Call Distribution
        4. Computer Telephony Integration (CTI)
        5. Reporting & Analytics
        6. Workforce Optimization
        7. Customer Collaboration
        8. Others
      2. By Enterprise Size (Value)
        1. SME
        2. Large Enterprises 
      3. By Industry (Value)
        1. BFSI
        2. IT and Telecommunications
        3. Government
        4. Healthcare
        5. Consumer Goods & Retail
        6. Travel & Hospitality
        7. Media & Entertainment
        8. Others
    2. By Region (Value)
      1. North America
      2. Europe
      3. Asia Pacific
      4. Middle East & Africa
      5. Latin America
  7. North America Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts (Quantitative Data), By Segments, 2016-2027
      1. By Function (Value)
        1. Interactive Voice Response (IVR)
        2. Multichannel
        3. Automatic Call Distribution
        4. Computer Telephony Integration (CTI)
        5. Reporting & Analytics
        6. Workforce Optimization
        7. Customer Collaboration
        8. Others
      2. By Enterprise Size (Value)
        1. SME
        2. Large Enterprises 
      3. By Industry (Value)
        1. BFSI
        2. IT and Telecommunications
        3. Government
        4. Healthcare
        5. Consumer Goods & Retail
        6. Travel & Hospitality
        7. Media & Entertainment
        8. Others
    2. By Country (Value)
      1. United States
        1. By Function
      2. Canada
        1. By Function
  8. Europe Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts (Quantitative Data), By Segments, 2016-2027
      1. By Function (Value)
        1. Interactive Voice Response (IVR)
        2. Multichannel
        3. Automatic Call Distribution
        4. Computer Telephony Integration (CTI)
        5. Reporting & Analytics
        6. Workforce Optimization
        7. Customer Collaboration
        8. Others
      2. By Enterprise Size (Value)
        1. SME
        2. Large Enterprises 
      3. By Industry (Value)
        1. BFSI
        2. IT and Telecommunications
        3. Government
        4. Healthcare
        5. Consumer Goods & Retail
        6. Travel & Hospitality
        7. Media & Entertainment
        8. Others
    2. By Country (Value)
      1. U.K.
        1. By Function
      2. Germany
        1. By Function
      3. France
        1. By Function
      4. Italy
        1. By Function
      5. Spain
        1. By Function
      6. Rest of Europe
  9. Asia Pacific Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts (Quantitative Data), By Segments, 2016-2027
      1. By Function (Value)
        1. Interactive Voice Response (IVR)
        2. Multichannel
        3. Automatic Call Distribution
        4. Computer Telephony Integration (CTI)
        5. Reporting & Analytics
        6. Workforce Optimization
        7. Customer Collaboration
        8. Others
      2. By Enterprise Size (Value)
        1. SME
        2. Large Enterprises 
      3. By Industry (Value)
        1. BFSI
        2. IT and Telecommunications
        3. Government
        4. Healthcare
        5. Consumer Goods & Retail
        6. Travel & Hospitality
        7. Media & Entertainment
        8. Others
    2. By Country (Value)
      1. China
        1. By Function
      2. Japan
        1. By Function
      3. India
        1. By Function
      4. Southeast Asia
        1. By Function
      5. Rest of Asia Pacific
  10. Middle East & Africa Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts (Quantitative Data), By Segments, 2016-2027
      1. By Function (Value)
        1. Interactive Voice Response (IVR)
        2. Multichannel
        3. Automatic Call Distribution
        4. Computer Telephony Integration (CTI)
        5. Reporting & Analytics
        6. Workforce Optimization
        7. Customer Collaboration
        8. Others
      2. By Enterprise Size (Value)
        1. SME
        2. Large Enterprises 
      3. By Industry (Value)
        1. BFSI
        2. IT and Telecommunications
        3. Government
        4. Healthcare
        5. Consumer Goods & Retail
        6. Travel & Hospitality
        7. Media & Entertainment
        8. Others
    2. By Country (Value)
      1. GCC
        1. By Function
      2. South Africa
        1. By Function
      3. Rest of Middle East and Africa
  11. Latin America Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts (Quantitative Data), By Segments, 2016-2027
      1. By Function (Value)
        1. Interactive Voice Response (IVR)
        2. Multichannel
        3. Automatic Call Distribution
        4. Computer Telephony Integration (CTI)
        5. Reporting & Analytics
        6. Workforce Optimization
        7. Customer Collaboration
        8. Others
      2. By Enterprise Size (Value)
        1. SME
        2. Large Enterprises 
      3. By Industry (Value)
        1. BFSI
        2. IT and Telecommunications
        3. Government
        4. Healthcare
        5. Consumer Goods & Retail
        6. Travel & Hospitality
        7. Media & Entertainment
        8. Others
    2. By Country (Value)
      1. Brazil
        1. By Function
      2. Mexico
        1. By Function
      3. Rest of Latin America
  12. Companies Profiled (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 domain and/or on paid databases)
      1. Employee Size
      2. Past and Current Revenue
      3. Geographical Share
      4. Business Segment Share
    4. Recent Developments
  13. 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. Only top 10 players are profiled in the scope. Additionally, we are open to profile additional company(s) on specific request)
    1. Cisco Systems, Inc
    2. Genesys
    3. Five9
    4. 8x8, Inc.
    5. NICE Ltd.
    6. 3CLogic
    7. Oracle Corporation
    8. Avaya Inc.
    9. Mitel Networks Corporation
    10. Evolve IP, LLC.
    11. Liveops, Inc.
    12. CenturyLink, Inc.
    13. Serenova
    14. Talkdesk, Inc,
    15. Capgemini
    16. Aspect Software, Inc.
    17. Vonage
    18. Content Guru
    19. Aspect Software
    20. Ringcentral
    21. Enghouse Interactive
    22. Ameyo
    23. Twilio
    24. Vocalcom

List of Table

Table 1: Global Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, YoY Growth Rate, 2016 – 2027

Table 2: Global Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Function, 2016 – 2027

Table 3: Global Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Enterprise Size, 2016 – 2027

Table 4: Global Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Industry, 2016 – 2027

Table 5: Global Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, by Region, 2016 – 2027

Table 6: North America Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, 2016 – 2027

Table 7: North America Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Function, 2016 – 2027

Table 8: North America Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Enterprise Size, 2016 – 2027

Table 9: North America Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Industry, 2016 – 2027

Table 10: North America Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, by Country, 2016 – 2027

Table 11: United States Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Function, 2016 – 2027

Table 12: Canada Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Function, 2016 – 2027

Table 13: Europe Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, 2016 – 2027

Table 14: Europe Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Function, 2016 – 2027

Table 15: Europe Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Enterprise Size, 2016 – 2027

Table 16: Europe Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Industry, 2016 – 2027

Table 17: Europe Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, by Country, 2016 – 2027

Table 18: U.K. Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Function, 2016 – 2027

Table 19: Germany Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Function, 2016 – 2027

Table 20: France Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Function, 2016 – 2027

Table 21: Italy Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Function, 2016 – 2027

Table 22: Spain Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Function, 2016 – 2028

Table 23: Asia Pacific Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, 2016 – 2027

Table 24: Asia Pacific Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Function, 2016 – 2027

Table 25: Asia Pacific Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Enterprise Size, 2016 – 2027

Table 26: Asia Pacific Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Industry, 2016 – 2027

Table 27: Asia Pacific Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, by Country, 2016 – 2027

Table 28: China Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Function, 2016 – 2027

Table 29: Japan Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Function, 2016 – 2027

Table 30: India Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Function, 2016 – 2027

Table 31: Southeast Asia Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Function, 2016 – 2027

Table 32: Middle East and Africa Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, 2016 – 2027

Table 33: Middle East and Africa Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Function, 2016 – 2027

Table 34: Middle East and Africa Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Enterprise Size, 2016 – 2027

Table 35: Middle East and Africa Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Industry, 2016 – 2027

Table 36: Middle East and Africa Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, by Country, 2016 – 2027

Table 37: GCC Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Function, 2016 – 2027

Table 38: South Africa Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Function, 2016 – 2027

Table 39: Latin America Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, 2016 – 2027

Table 40: Latin America Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Function, 2016 – 2027

Table 41: Latin America Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Enterprise Size, 2016 – 2027

Table 42: Latin America Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Industry, 2016 – 2027

Table 43: Latin America Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, by Country, 2016 – 2027

Table 44: Brazil Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Function, 2016 – 2027

Table 45: Mexico Contact Center as a Service (CCaaS) Market Size Estimates and Forecasts, By Function, 2016 – 2027

List of Figures

Figure 1: Global Contact Center as a Service (CCaaS) Market Revenue Share Split (%), By Function, 2019 and 2027

Figure 2: Global Contact Center as a Service (CCaaS) Market Revenue Share Split (%), By Enterprise Size, 2019 and 2027

Figure 3: Global Contact Center as a Service (CCaaS) Market Revenue Share Split (%), By Industry, 2019 and 2027

Figure 4: Global Contact Center as a Service (CCaaS) Market Revenue Share Split (%), by Region, 2019 and 2027

Figure 5: Global Contact Center as a Service (CCaaS) Market Share Analysis and Matrix, 2019

Figure 6: North America Contact Center as a Service (CCaaS) Market Revenue Share Split (%), By Function, 2019 and 2027

Figure 7: North America Contact Center as a Service (CCaaS) Market Revenue Share Split (%), By Enterprise Size, 2019 and 2027

Figure 8: North America Contact Center as a Service (CCaaS) Market Revenue Share Split (%), By Industry, 2019 and 2027

Figure 9: North America Contact Center as a Service (CCaaS) Market Revenue Share Split (%), by Country, 2019 and 2027

Figure 10: United States Contact Center as a Service (CCaaS) Market Revenue Share Split (%), By Function, 2019 and 2027

Figure 11: Canada Contact Center as a Service (CCaaS) Market Revenue Share Split (%), By Function, 2019 and 2027

Figure 12: Europe Contact Center as a Service (CCaaS) Market Revenue Share Split (%), By Function, 2019 and 2027

Figure 13: Europe Contact Center as a Service (CCaaS) Market Revenue Share Split (%), By Enterprise Size, 2019 and 2027

Figure 14: Europe Contact Center as a Service (CCaaS) Market Revenue Share Split (%), By Industry, 2019 and 2027

Figure 15: Europe Contact Center as a Service (CCaaS) Market Revenue Share Split (%), by Country, 2019 and 2027

Figure 16: U.K. Contact Center as a Service (CCaaS) Market Revenue Share Split (%), By Function, 2019 and 2027

Figure 17: Germany Contact Center as a Service (CCaaS) Market Revenue Share Split (%), By Function, 2019 and 2027

Figure 18: France Contact Center as a Service (CCaaS) Market Revenue Share Split (%), By Function, 2019 and 2027

Figure 19: Italy Contact Center as a Service (CCaaS) Market Revenue Share Split (%), By Function, 2019 and 2027

Figure 20: Spain Contact Center as a Service (CCaaS) Market Revenue Share Split (%), By Function, 2019 and 2028

Figure 21: Asia Pacific Contact Center as a Service (CCaaS) Market Revenue Share Split (%), By Function, 2019 and 2027

Figure 22: Asia Pacific Contact Center as a Service (CCaaS) Market Revenue Share Split (%), By Enterprise Size, 2019 and 2027

Figure 23: Asia Pacific Contact Center as a Service (CCaaS) Market Revenue Share Split (%), By Industry, 2019 and 2027

Figure 24: Asia Pacific Contact Center as a Service (CCaaS) Market Revenue Share Split (%), by Country, 2019 and 2027

Figure 25: China Contact Center as a Service (CCaaS) Market Revenue Share Split (%), By Function, 2019 and 2027

Figure 26: Japan Contact Center as a Service (CCaaS) Market Revenue Share Split (%), By Function, 2019 and 2027

Figure 27: India Contact Center as a Service (CCaaS) Market Revenue Share Split (%), By Function, 2019 and 2027

Figure 28: Southeast Asia Contact Center as a Service (CCaaS) Market Revenue Share Split (%), By Function, 2019 and 2027

Figure 29: Middle East and Africa Contact Center as a Service (CCaaS) Market Revenue Share Split (%), By Function, 2019 and 2027

Figure 30: Middle East and Africa Contact Center as a Service (CCaaS) Market Revenue Share Split (%), By Enterprise Size, 2019 and 2027

Figure 31: Middle East and Africa Contact Center as a Service (CCaaS) Market Revenue Share Split (%), By Industry, 2019 and 2027

Figure 32: Middle East and Africa Contact Center as a Service (CCaaS) Market Revenue Share Split (%), by Country, 2019 and 2027

Figure 33: GCC Contact Center as a Service (CCaaS) Market Revenue Share Split (%), By Function, 2019 and 2027

Figure 34: South Africa Contact Center as a Service (CCaaS) Market Revenue Share Split (%), By Function, 2019 and 2027

Figure 35: Latin America Contact Center as a Service (CCaaS) Market Revenue Share Split (%), By Function, 2019 and 2027

Figure 36: Latin America Contact Center as a Service (CCaaS) Market Revenue Share Split (%), By Enterprise Size, 2019 and 2027

Figure 37: Latin America Contact Center as a Service (CCaaS) Market Revenue Share Split (%), By Industry, 2019 and 2027

Figure 38: Latin America Contact Center as a Service (CCaaS) Market Revenue Share Split (%), by Country, 2019 and 2027

Figure 39: Brazil Contact Center as a Service (CCaaS) Market Revenue Share Split (%), By Function, 2019 and 2027

Figure 40: Mexico Contact Center as a Service (CCaaS) Market Revenue Share Split (%), By Function, 2019 and 2027

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  • 2019
  • 2016-2018
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