Contact Center as a Service Market to Reach USD 10.06 Billion by 2027; Integration of Interactive Voice Response to Bolster Growth: Fortune Business Insights™


Pune, Nov. 12, 2020 (GLOBE NEWSWIRE) — The global contact center as a service market is set to gain impetus from the rising integration of interactive voice response (IVR) in these solutions. Fortune Business Insights™ presented this information in a new report, titled, “Contact Center as a Service 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 (Large Enterprises and Small & Medium Enterprises), By Industry (BFSI, IT and Telecommunications, Government, Healthcare, Consumer Goods & Retail, Travel & Hospitality, Media & Entertainment, and Others), and Regional Forecast, 2020-2027.” The report further states that the global contact center as a service (CCaaS) market size was USD 3.07 billion in 2019 and is projected to reach USD 10.06 billion by 2027, exhibiting a CAGR of 16.1% during the forecast period.

To get to know more about the short-term and long-term impacts of COVID-19 on this market,

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COVID-19 Pandemic: Rising Usage of E-commerce Platforms to Surge Demand

CCaaS solutions are experiencing high demand from multiple organizations worldwide because of their implementation of work from home policies to prevent the transmission of COVID-19. Apart from that, the increasing usage of e-commerce platforms for purchasing essentials amid the pandemic is compelling organizations to use cloud-based customer service solutions. We are aiming to help you battle this crisis by using one of our specially curated strategies.

This Report Answers the Following Questions:

  • Which segment is set to lead in the coming years?
  • What are the market dynamics, growth drivers, and hindrances?
  • How will organizations surge sales of contact center as a service solution?
  • What are the current, forthcoming, and previous sizes of the market?

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Drivers & Restraints-

Need to Provide Enhanced Customer Service will Favor Growth

Nowadays enterprises are trying to maintain a smooth customer experience by delivering timely and authentic feedback. Customer satisfaction is considered to be a vital aspect of the future business of enterprises. CCaaS helps agents to handle clients efficiently by offering real-time data associated with their queries. Agents can also look at the customer's purchase history to quickly resolve their issues. This factor is expected to bolster the contact center as a service market growth in the near future. However, CCaaS often stores confidential and personal information including card numbers and health records. Hence, the risk of data breaches and malicious attacks is high. It may obstruct growth. …

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