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Global contact centre as service market to reach $16 billion by 2027

The global contact centre-as-a-service (CCaaS) market revenue is likely to reach $15.6 billion by 2027, from $4.9 billion this year, a report showed on Monday

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IT service | service sector

IANS  |  New Delhi 



Service sector
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The global contact centre-as-a-service (CCaaS) market revenue is likely to reach $15.6 billion by 2027, from $4.9 billion this year, a report showed on Monday.

This phenomenal growth of 216 per cent will be driven by the breadth of services offered within comprehensive subscription-based models, including advanced analytics capabilities, AI-enabled chatbots and personalised video solutions, according to Juniper Research.

CCaaS platforms are cloud-based solutions that provide services required to run a contact centre over multiple inbound and outbound communication channels.

"Enterprises will choose their preferred solution based on the comprehensiveness of the value-added services available. As a result, vendors must look to expand the solutions offered via their CCaaS platform to provide crucial differentiation in a highly competitive market," said research author Elisha Sudlow-Poole.

The top three vendors in this space are Twilio, CM.com and Infobip.

Cloud communications giant Twilio has built a flexible CCaaS product offering by supporting multiple OTT messaging applications and voice services.

Twilio, the owner of the highly popular two-factor authentication (2FA) provider Authy, last week identified 125 customers who had their data accessed during a security breach.

--IANS

na/

(Only the headline and picture of this report may have been reworked by the Business Standard staff; the rest of the content is auto-generated from a syndicated feed.)


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First Published: Mon, August 15 2022. 14:46 IST

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