REPORT OVERVIEW

Our CCaaS research suite provides an in-depth analysis of this evolving market; providing stakeholders, including CCaaS platforms and CSPs (Communications Service Providers), with strategic recommendations to understand and capitalise on future growth, key trends and competitive environment.

The suite includes several different options that can be purchased separately, including access to data mapping the adoption and future growth of CCaaS. This insightful study uncovers the latest trends and opportunities within the market, and a document containing extensive analysis of the 20 market leaders in the CCaaS space. The coverage can also be purchased as a Full Research Suite, containing all these elements, and includes a substantial discount.

Collectively, the research suite provides a critical tool for understanding this rapidly emerging market; allowing CSPs to shape their future strategy. Its unparalleled coverage makes this research suite an incredibly useful resource for charting the future of such an uncertain and fast-growing market.

Key Market Statistics

KEY FEATURES

• Key Takeaways & Strategic Recommendations: In-depth analysis of key development opportunities and findings within the CCaaS market, accompanied by key strategic recommendations for stakeholders on which regions and technologies to target and how.
• Country-readiness Index: Comprehensive coverage featuring country-level market analysis on the future of the market in a select 60 countries split by 8 key regions; thoroughly analysing each country’s potential success in the CCaaS market, with recommendations for future growth, paired with supplementary 5-year forecast data.
• Benchmark Industry Forecasts: 5-year forecasts are provided for total CCaaS users, minutes (where applicable), and revenue. These forecasts are split into 6 traffic channels including subscriptions, voice, mobile messaging, chatbots, video, and email.
• Juniper Research Competitor Leaderboard: Key player capability and capacity assessment for 20 CCaaS vendors, via the Juniper Research Competitor Leaderboard, featuring CCaaS market sizing for major players in the communications industry.

DATA & INTERACTIVE FORECAST

• The market-leading research suite for the CCaaS market includes access to the full set of forecast data of 85 tables and over 38,700 datapoints. Key metrics in the research suite include:
• Total Number of Businesses That Subscribe to CCaaS
• Total CCaaS Subscription Revenue
• Average CCaaS Revenue per Mobile Subscriber
• Additional CCaaS inbound traffic and user metrics are provided for the following key market verticals:
• Voice
• Mobile Messaging
  • SMS
  • RCS
  • OTT
• Chatbots
  • Web-based chatbots
  • App-based chatbots
• Video
• Email
• Juniper Research’s Interactive Forecast Excel contains the following functionality:
• Statistics Analysis: Users benefit from the ability to search for specific metrics, displayed for all regions and countries across the data period. Graphs are easily modified and can be exported to the clipboard.
• Country Data Tool: This tool lets users look at metrics for all regions and countries in the forecast period. Users can refine the metrics displayed via a search bar.
• Country Comparison Tool: Users can select countries and compare each of them for specific countries. The ability to export graphs is included in this tool.
• What-if Analysis: Here, users can compare forecast metrics against their own assumptions, featuring 5 interactive scenarios.

FORECAST SUMMARY

CCaaS subscription services will generate over $18 billion in revenue by 2028, from $7.5 billion this year.

The growing support for inbound communication channels, such as RCS and OTT messaging apps, will drive the adoption of CCaaS subscription services, and thus subscription revenue.

CCaaS is a cloud-based contact centre provided by CSPs and leveraged by customer-facing enterprises. It centralises inbound omnichannel communications onto a single contact centre interface.

To capitalise on this market growth of over 110% over the next five years, CCaaS players must differentiate themselves by implementing additional services over their platforms.

• The introduction of CDPs and WEMs as key technologies enabling CCaaS platforms to reduce data siloes between different communication platforms; improving business performance and attract high spending CCaaS enterprise users.
• As CCaaS platforms are anticipated to handle 470 trillion interactions across technologies including SMS, RCS, chatbots, email and OTT messaging apps in 2024, CCaaS vendors must ensure frictionless communication, which can only be achieved by introducing solutions to reduce the friction data sharing between services.
• CCaaS vendors must take a strategic approach to development, distinguishing between which value-added services are built in-house and which can be delivered through APIs and/or third-party partners. This will ensure that CCaaS capabilities remain competitive and can grow along with other established SaaS markets, such as CPaaS (Communication Platforms-as-a-Service).

Table of Contents

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GLOBAL CCAAS MARKET 2023-2028

1. Market Trends & Strategies

• 1. Key Takeaways & Strategic Recommendations
• 2. Market Landscape
• 3. Country Readiness Index
• 4. Market Segment Evaluation

2. Competitor Leaderboard

• 1. Juniper Research Competitor Leaderboard
• 2. Company Profiles

3. Data & Forecasting

• 1. Market Summary & Future Outlook
• 2. Subscription Revenue
• 3. Voice Market
• 4. Mobile Messaging Market
• 5. Chatobots Market
• 6. Video Market
• 7. Email Market