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KUALA LUMPUR, Aug 15 (Bernama) -- The global Contact Centre-as-a-Service (CCaaS) market revenue will reach US$15.6 billion (US$1 = RM4.44) by 2027; rising from US$4.9 billion in 2022, according to a new study by Juniper Research.
This phenomenal growth of 216 per cent will be driven by the breadth of services offered within comprehensive subscription-based models, including advanced analytics capabilities, artificial intelligence (AI)‑enabled chatbots and personalised video solutions.
In a statement, Juniper Research said CCaaS platforms are cloud-based solutions that provide services required to run a contact centre over multiple inbound and outbound communication channels.
The research house assessed leading CCaaS platforms and evaluated them on criteria such as depth and breadth of offerings, service innovation and future prospects; and named Twilio, CM.com and Infobip as the top three CCaaS vendors.
It predicted that social media platforms such as Instagram and Facebook will become an important medium for enterprises to interact with their customers in the future.
In turn, it urged CCaaS vendors to integrate inbound communications from these channels into their respective solutions immediately to provide their CCaaS clients with maximum reach to end-users.
Juniper Research provides research and analytical services to the global hi-tech communications sector, providing consultancy, analyst reports and industry commentary.
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