Global Contact Center As A Service (CCaaS) Market Report 2023: A $17.12 Billion Industry by 2030 - Surging Demand for Customer Collaboration Solutions in CCaaS
DUBLIN, Sept. 26, 2023 /PRNewswire/ -- The "Contact Center As A Service (CCaaS) Market Size, Share & Trends Analysis Report By Solution, By Service (Support & Maintenance, Integration & Deployment), By Enterprise Size, By End-use, By Region, And Segment Forecasts, 2023-2030" report has been added to ResearchAndMarkets.com's offering.
The Contact Center as a Service (CCaaS) market is experiencing significant growth, propelled mainly by the rising adoption of cloud-based services that offer enterprises enhanced flexibility and customer convenience.
These cloud-based contact centers are increasingly popular due to reduced IT-related costs and simplified integration and support. For example, Infosys unveiled Infosys Cortex in January 2021, a platform developed in collaboration with Genesys and Google Cloud that aims to revolutionize customer engagement through advanced AI and analytics.
In a bid to expand global reach and capabilities, many CCaaS providers are entering strategic partnerships. A notable example is the recent collaboration between U.K.-based telecom provider BT and CX Platform leader Five9. This partnership aims to facilitate the complete digital transformation of workplaces by offering a comprehensive range of contact center solutions that integrate seamlessly with existing systems.
One of the market accelerators is the Business Intelligence (BI) technology, which is being widely adopted by organizations to gain a well-rounded view of agent performance and measure organizational goals more effectively.
The COVID-19 pandemic has acted as a catalyst for the market, enhancing the attractiveness of cloud-hosted contact centers. These solutions offer heightened reliability, availability, and disaster recovery options. They also provide better workforce elasticity, allowing for easy scaling and rapid deployment of new technologies.
Despite the robust growth, data security concerns pose a challenge to the market. As CCaaS solutions manage extensive consumer data, including critical financial information, they are potential targets for cyberattacks, which could hinder market expansion.
In summary, technological advancements and strategic partnerships are propelling the CCaaS market to new heights, despite the potential risks associated with data security. The emphasis on customer service quality and operational efficiency is expected to keep driving the market forward.
Contact Center As A Service Market Report Highlights
Key Topics Covered:
For more information about this report visit https://www.researchandmarkets.com/r/ypcpbj
Research and Markets
View original content:https://www.prnewswire.com/news-releases/global-contact-center-as-a-service-ccaas-market-report-2023-a-17-12-billion-industry-by-2030---surging-demand-for-customer-collaboration-solutions-in-ccaas-301939088.html
SOURCE Research and Markets
Mastering Business Social Media
Marketing & Sales: Where Does GenAI Fit In?