Revenue from the global contact center-as-a-service (CCaaS) market is expected to reach $15.6 billion by 2027, up from $4.9 billion this year, according to a report released on Monday.
This phenomenal 216% growth will be driven by the breadth of services offered under comprehensive subscription-based models, including advanced analytics capabilities, AI-enabled chatbots and custom video solutions, according to Juniper Research.
CCaaS platforms are cloud-based solutions that provide the services needed to operate a contact center across multiple inbound and outbound communication channels.
“Companies will choose their preferred solution based on the comprehensiveness of value-added services available. Therefore, vendors should seek to extend the solutions offered through their CCaaS platform to provide crucial differentiation in a highly competitive market,” said research author Elisha. Sudlow Poole.
The top three providers 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 apps and voice services.
Twilio, the owner of popular two-factor authentication (2FA) provider Authy, last week identified 125 customers whose data was accessed during a security breach.
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