Enterprises will choose their preferred solution based on the comprehensiveness of the value-added services available. As a result, vendors must look to expand the solutions offered via their CCaaS platform to provide crucial differentiation in a highly competitive market
The global contact centre-as-a-service (CCaaS) market revenue, from $4.9 billion this year is likely to reach $15.6 billion by 2027, a report showed on Monday.
Including advanced analytics capabilities, AI-enabled chatbots and personalised video solutions, this phenomenal growth of 216 per cent will be driven by the breadth of services offered within comprehensive subscription-based models.
Services required for running a contact centre over multiple inbound and outbound communication channels are provided by cloud-based solutions such as CCaaS platforms.
“Enterprises will choose their preferred solution based on the comprehensiveness of the value-added services available. As a result, vendors must look to expand the solutions offered via their CCaaS platform to provide crucial differentiation in a highly competitive market,” said research author Elisha Sudlow-Poole.
Twilio, CM.com and Infobip are the top three vendors in this space.
By supporting multiple OTT messaging applications and voice services, cloud communications giant Twilio has built a flexible CCaaS product offering.
Last week, Twilio, the owner of the highly popular two-factor authentication (2FA) provider Authy, identified 125 customers who had their data accessed during a security breach.
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