[ad_1]
VANCOUVER, BC, May 23, 2022 /PRNewswire/ — The global Contact Center-as-a-Service (CCaaS) market size reached USD 3.91 Billion in 2021 and is expected to register a significantly rapid revenue CAGR during the forecast period, according to latest analysis by Emergen Research. Rising demand for cloud-based contact center solutions coupled with Application Programming Interface (API) based contact centers are major factors driving CcaaS market revenue growth.
Drivers:
Scalability and enterprise-grade security in addition to inbound and outbound call rerouting facilities are some of the key factors significantly driving the growth of the Contact Center as a Service market. Increasing requirements for providing an effortless customer experience for better customer retention has led various businesses , especially small businesses, to rapidly adopt CCaaS solutions. Easy handling of error-free data in one place and real-time monitoring provide meaningful insights to the business regarding the service, productivity, and better workforce optimization owing to analytical functionalities. Optimized workforce reduces the requirement of hiring extra team members which is cost-effective for businesses, hence contributing to the recent surge in demand for Contact Center as a Service across various enterprises.
Request Free Sample Copy (To Understand the Complete Structure of this Report [Summary + TOC]) @ https://www.emergenresearch.com/request-sample/1012
Rising integration of various APIs and growing customer preference for self-service features of CCaaS such as automatic call distribution, customer service chatbots, interactive voice response, and automated customer callbacks, among others are few of the major factors boosting high demand from various end- use industries. On 16 May 2022Doctor Anywhere, a regional omnichannel healthcare company based in Singaporehas chosen Vonage, a global leader in cloud communications for businesses, to deliver effective and timely digital healthcare solutions, improving telehealth services in Southeast Asiaby utilizing Vonage’s Video API. Digital platform offers the user easy management of health via mobile app. The integration of Video API is intended to improve customer experience, resulting in significant growth of the user base.
Restraints:
Data security and increasing threats of fraudulent cases such as identity theft and account takeover are some factors restraining the growth of the Contact Center as a Service market. Growing utilization of various digital technologies such as Artificial Intelligence (AI) and cloud computing has led to an increased number of vulnerable points for data breaches and cyber-attacks across contact centers. CCaaS solutions handle and stores sensitive Personally Identifiable Information (PII), including credit card information, social security numbers, and home addresses which can be accessed through such vulnerable points through breaches resulting in the compromise of customer data. Access to a high number of internal employees and external customers via the Internet of Things (IoT) devices and public or unsecured networks increases the volume of possible attack surfaces is another factor expected to restrain Contact Center as a Service market growth to some extent.
Growth Projections:
The global Contact Center-as-a-Service (CCaaS) market is expected to register a CAGR of 18.0% over the forecast period and revenue is projected to increase from USD 3.91 Billion in 2021 to USD 17.19 Billion in 2030. Increasing demand for cloud-based contact center with API integration for better customer satisfaction is one of the major factors propelling Contact Center as a Service market revenue growth.
Browse Full Report Description + Research Methodology + Table of Content + Infographics@ https://www.emergenresearch.com/industry-report/contact-center-as-a-service-market
COVID-19 Impact Analysis:
COVID-19 has increased the need for unified communications and AI solutions to handle and manage customers as well as employee queries. Businesses required better equipping of agents to work on cloud-based contact center solutions owing to increasing work-from-home norms to ensure uninterrupted operations of the business. Various sectors such as healthcare providers, airlines, and tax authorities had a surge in contact volumes owing to COVID-19. …
Full story available on Benzinga.com
[ad_2]
Source link
