世界のCCaaS市場　2025-2029年

Our Contact Centre-as-a-Service (CCaaS) research suite provides detailed and insightful analysis of a market set for significant change over the next five years. It enables stakeholders from CCaaS vendors to better understand how the CCaaS market will evolve, assessing the extent to which demand for enhanced customer experience and the implementation of generative AI will impact the provision of existing contact centre services.

This research provides an assessment of the CCaaS market in key industry verticals including:

• Banking and Finance
• Healthcare
• Hospitality and Travel
• Manufacturing
• Media and Entertainment
• Retail and eCommerce

This is in addition to a breakdown of the key channels within the CCaaS market; identifying key deployment opportunities and challenges for CCaaS vendors.

The CCaaS market suite includes several different options that can be purchased separately, including data and forecasts for traffic and future subscription revenue for CCaaS vendors. Additionally, it includes an insightful study uncovering key trends and future opportunities within the market, as well as an extensive analysis of 18 leading vendors in the CCaaS space. The coverage can also be purchased as a full research suite, which contains all these elements and includes a substantial discount.

Collectively, they provide a critical tool for understanding this ever-changing market; allowing CCaaS vendors to capitalise on trends and shape their future strategy. This research suite’s unparalleled coverage makes it an incredibly useful resource for projecting the future of a market set for change.

All report content is delivered in the English language.

• Market Dynamics: Readers benefit from insight into key trends and market opportunities resulting from changes within the CCaaS market. This study addresses key growth opportunities for CCaaS vendors, including conversational communications via over-the-top (OTT) messaging and rich communications services (RCS), and the integration of generative AI into agent and customer experience features. It assesses regulatory and security challenges posed to CCaaS vendors with the increased volume of visual and audio data produced with these developments, providing recommendations for how these must be navigated. Moreover, it includes a regional market growth rate analysis on the current development and future growth of CCaaS across 61 key countries, identifying key focus markets.
• Key Takeaways & Strategic Recommendations: In-depth analysis of key development opportunities and findings within the CCaaS market, accompanied by key strategic recommendations for CCaaS vendors.
• Benchmark Industry Forecasts: 5-year forecast databases are provided for the CCaaS market, providing business subscription revenue and traffic splits for each sector. These sector splits include voice, RCS, OTT messaging, SMS, chatbots, video, and email.
• Juniper Research Competitor Leaderboard: Key player capability and capacity assessment for 18 CCaaS vendors via the Juniper Research Competitor Leaderboard; scoring these vendors on criteria such as market performance, revenue and future business prospects.