New Delhi, Aug 15 : The global contact centre as-a-service (CCaaS) market’s revenue is expected to hit $15.6 billion by 2027, up from $4.9 billion in the current year according to a report released on Monday. This staggering growth of 216 % is due to the variety of services that are offered in subscription-based models, which include advanced analytics tools, AI-powered chatbots, and personalized video solutions according to Juniper Research.
CCaaS platforms are cloud-based services that provide the services required to manage a contact centre across numerous outbound and inbound communication channels.
“Enterprises will select their solution on the basis of depth of the value-added offerings offered.
Therefore vendors need to enhance the services they offer through their CCaaS platform to offer significant differentiation in an extremely aggressive market” the research’s author Elisha Sudlow-Poole.
The three leading vendors in this market include Twilio, CM.com and Infobip.
Cloud-based communications company Twilio has developed a flexible CCaaS offering by allowing several OTT messaging applications as well as voice services.
Twilio is the operator of the wildly popular two-factor authentication (2FA) provider Authy has this week identified 125 customers whose personal information was exposed in an attack on security.
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