Stratospheric Rise Coming for Calls Handled by CCaaS Platforms

Increasingly, call centers around the world are transitioning to call center as-a-service solutions, or CCaaS. These platforms provide cloud-based contact center functionality that is hosted by third-party service providers. It enables contact centers to use cloud-based solutions to service multiple technology channels, either by in-house agents or home-based workers. Today, a significant portion of customer calls are handled by CCaaS solutions, and new research indicates that the growth is expected to soar.

A recent report released by Juniper Research (News - Alert) entitled, “CCaaS: Vertical Analysis, Technology Opportunities & Market Forecasts 2022-2027” has predicted that, globally, the total number of calls handled by CCaaS platforms will approach 48 billion annually by 2027. This staggering figure is more than twice the current amount of calls handled by CCaaS, which has been estimated at about 20 billion. This 135 percent growth will be driven by a combination of 5G networks, the implementation of advanced voice technologies including 5G-interactive calling, and AI-IVR (artificial intelligence-interactive voice response).

The integration of 5G technologies into voice channels will drive the launch of novel voice services, such as interactive calling. This technology will enable businesses deploying CCaaS to include features such as interactive content and screensharing, directly in the native calling app on smartphones without the need for a third-party application.

“Leveraging 5G networks will allow CCaaS vendors to provide enhanced management of devices, immersive experiences and increased capacity to support innovative services. Offering infrastructure that can support multiple channels and technologies will benefit industries looking to provide heightened omnichannel customer support.”

Customer service a key success factor, more than ever. Brand loyalty is fragile, at best, and customers are increasingly quick to move on from brands to competitors when they don’t get the service quality they expect. The ability for brands to leverage CCaaS platforms to scale their contact center operations, operate in various local geographies, and handle a variety of contact channels will help them more effectively meet customer needs. When you also consider that more purchasing is done online than every – and the demise of many brick and mortar operations –it’s not surprising the interaction volume is set to spike over the next several years.

Edited by Erik Linask