CCaaS（聯絡中心即服務）：行業分析、技術機會和市場預測（2022-2027 年）

在本報告中，我們分析了全球 CCaaS（聯絡中心即服務）市場，包括系統概要和滲透狀況、整體市場規模趨勢展望（未來 5 年）、行業和地區。□我們正在調查詳細行業趨勢、市場競爭結構、未來增長潛力和挑戰、主要公司概況（共17家公司）等。

主要市場統計數據

2022 年市場規模	49 億美元
2027 年市場規模	157 億美元
2022-2027 年復合年增長率：	126%

主要特點

• 基準行業預測：按地區（8 個地區），按國家/地區（60 個國家/地區）
  • 北美
    • 加拿大、美國
  • 拉丁美洲
    • 阿根廷、巴西、智利、哥倫比亞、厄瓜多爾、墨西哥、秘魯、烏拉圭
  • 西歐
    • 奧地利、比利時、丹麥、芬蘭、法國、德國、希臘、愛爾蘭、意大利、荷蘭、挪威、葡萄牙、西班牙、瑞典、瑞士、英國
  • 中歐和東歐
    • 克羅地亞、捷克共和國、匈牙利、波蘭、羅馬尼亞、俄羅斯、土耳其、烏克蘭
  • 遠東/中國
    • 中國、香港、日本、韓國
  • 印度次大陸
    • 孟加拉國、印度、尼泊爾、巴基斯坦
  • 其他亞太國家
    • 澳大利亞、印度尼西亞、馬來西亞、新西蘭、菲律賓、新加坡、泰國、越南
  • 非洲/中東
    • 阿爾及利亞、埃及、以色列、肯尼亞、科威特、尼日利亞、卡塔爾、沙特阿拉伯、南非、阿拉伯聯合酋長國

回答的主要問題

• 1. 到 2027 年，CCaaS 市場的規模將是多少？
• 2. 誰將成為 2022 年領先的 CCaaS 供應商？
• 3. 目前哪些技術正在徹底改變 CCaaS 市場？
• 4. 未來五年，CCaaS 市場將面臨哪些挑戰？
• 5. CCaaS 軟件在主要市場中的使用情況如何？

分析的公司

• 訪問隊像企業： Cisco、CM.com、Enghouse Interactive、Five9、Infobip、Kaleyra、Twilio.
• Juniper Research Competitor Leaderboard的對象企業： 8x8、Avaya、Cisco Systems、CM.com、Enghouse Interactive、Five9、Genesys、Infobip、Kaleyra、Microsoft、NICE、Oracle、SAP、Sinch、Talkdesk、Twilio、Vonage.
• 提及的企業： 3M、AAA、Accenture、ACEA、Acqueon、Air Asia、Airbnb、Airbus、Aircall、Alcatel-Lucent、Alfa-Bank Kazakhstan、Algolia、Altitude Software、Amazon Web Services、American Airlines、Anam Technologies、Apollo Hospitals、AppGyver、Apple、Apptivo、Asia Insurance 1950、AT&T、ATIS (Alliance for Telecommunications Industry Solutions)、Avaya、Banca Sella、Banca Widiba、Bandyer、BigCommerce、BlaBlaCar、Blacc Spot Media、BMW、Boku Mobile Identity、Bold360、Bolt、Bosch Group、Broadsoft、BT、Building Blocks、Bukalapak、BYJU's、c20y、Calabrio、Calixa、callstats.io、CarDekho、CDW、Cerner、Chatfuel、Ciptex、Citrix、Citrus、Cloud Cherry、CloudWave、Columbia、Community、Competella AB、Conceptboard、Contactually、Courier、Crowd Twist、Dahmakan、Daraz、DBS、Deloitte、Deutsche Bank、DHL、Dialogic、Direct Line Group、Domino's、DSW、Duracell、EaseMyTrip.com、eBay、ePLDT、Epsagon 、Ericsson、Ernst and Young、Exceed.ai、Expedia、Expivia、Farmers Insurance、FedEx、Fitbit、Flabba、FourNet、Freshdesk、Front、FUJIFILM、Fuze、Gamigo、GCI、GitHib、Glassdoor、Going.io、Google、Goosehead GrandPad、GTBank、HelpScout、HF Group、Highrise、HubSpot、Hyro、Hyundai、IBM、imimobile、Indosat Ooerdoo、Inference Solutions、Inteliquent、Intercom、Intesa San Paolo、Involio、Jazz、Jitsi、Jumper.ai、Kakao、Kenna Security、KeyBank、Krisp、Kustomer、Leanpay、LG、LiveChat、Longbridge Language Cloud、Lululemon、M3AAWG (Messaging、Malware and Mobile Anti abuse Working Group)、Marham、Mariana IQ、Mastercard、medGo、MessageMedia、MessengerPeople、Meta、MobiFone Vietnam、Momindum SAS、MoneyGram、Morgan Stanley、Mukuru、Mux、Nebu BV、Netokracija、NetSuite、NewVoiceMedia、Nexi、Nexmo、Nextiva、Nickel、Nimble、NLB Banka、Nor 1、Northwestern Mutual、NTW Software GmbH、NU Echo、Nuveto、Olark、OnePageCRM、OneReach、OpenMarket、OpenRent、OpenSooq、Opsani、Oracle、Over.ai、Papa John's Pizza、Pathwire、Paylogic、PayPlaza、Peerless Network、Pepco、Pipedrive、Pointillst、Practo、PwC、Radisson Hotels、Raiffeisen Bank、Rakuten、Rapido、Rappi、Razer、Red Bull Racing、Replex、Revolut、RingCentral、RSPCA、Salesforce、San Francisco State University、Santander、Sauce Video、Sberbank、Sedona Systems、Selligent、Senati、SendGrid、Inc、ServiceNow、Shift Conference、ShoeBeDo、Shopify、Siemens、Signavio、Skype、Slack、Slalom Consulting、Snap Engage、Socio Labs、Speech Village、Spotify、SwoopTalent、Tata Communications、Taulia、Tele2、Teleflora、Telefónica、Telenor、Teleperformance、Telus、Terazo、TokBox、Toyota、TraceDock、TTN、Twitter、UBA、Uber、Unilever、UnionBank、Unisys、Unitalk、US Telecom 、ValueFirst、Valvoline、Verint、Verisure、Viber、Virgin Media Business、Virtual Observer、Visa、Vodafone、Voicea、VoiceBase、Voicelt、Volpy、VTB Bank、Walmart、Wavecell、Wavy、WebRTC Ventures、WeChat、Well Health Inc、Welthungerhilfe、WhatsApp、Whendu、Wurth、Yourticketprovider、Yousign、Zalora、Zapier、Zendesk、Zipwhip、Zoho、Zoom.

內容

市場趨勢和策略

第 1 章分析概述和戰略建議

第二章市場展望

• 簡介
• 當前市場前景
  • 移動用戶增加
  • PC 用戶增加
• CCaaS 市場驅動力
  • 全渠道傳播
  • 社交媒體的出現
  • 基於雲的服務
  • 人工智能和機器學習
  • 基於 API 的聯絡中心服務模式
• CCaaS 市場的製約因素
  • IVR 欺詐
  • 安全風險、網絡攻擊、數據安全
  • 網絡帶寬不足
  • P2A 語音流量識別
  • 移動應用與現有功能的集成
  • 遷移到雲聯絡中心的障礙

第 3 章未來技術機遇

• 消息傳遞
  • 短信
  • RCS
• 聊天機器人
• 呼入語音通話
• IVR（交互式語音應答）
• 撥號器
• 通話錄音
• 5G 互動通話
• 可編程語音通話

第四章細分市場分析

• 簡介
• 銀行/金融
• IT/通信
• 政府
• 媒體和娛樂
• 醫療
• 零售和電子商務
• 旅遊和款待

競爭對手排行榜

第 1 章 Juniper Research 競爭對手排行榜

• 為什麼要閱讀這份報告？

第 2 章供應商簡介

• 8x8
  • 公司
  • 地區
  • 主要客戶和戰略合作夥伴
  • 主要產品/服務概要
  • JuniperResearch 洞察：主要優勢和戰略機遇
• Avaya
• Cisco
• CM.com
• Enghouse Interactive
• Five9
• Genesys
• Infobip
• Kaleyra
• Microsoft
• NICE Systems
• Oracle
• SAP
• Sinch
• Talkdesk
• Twilio
• Vonage
• Juniper Research Leaderboard分析方法
• 限制和解釋

數據和預測

第一章市場概況和未來展望

• CCaaS 市場概況及未來展望
  • CCaaS 平台總收入
  • 每位移動用戶的平均 CCaaS 收入

第 2 章 CCaaS 訂閱收入

• CCaaS 訂閱服務的未來展望
  • CCaaS 訂閱收入預測：研究方法
  • 來自 CCaaS 服務的總收入

第 3 章 CCaaS 語音通話市場

• CCaaS 語音通話服務的未來展望
  • 電話
  • 語音防火牆
  • CCaaS 語音市場的研究方法
  • 使用 CCaaS 呼叫聯絡中心的總次數
  • CCaaS 語音總收入

第 4 章 CCaaS 消息傳遞市場

• CCaaS 消息服務：未來前景
  • CCaaS 移動消息傳遞預測：研究方法
  • 來自 P2A 消息傳遞的 CCaaS 總收入
  • 來自 P2A SMS 消息的 CCaaS 總收入
  • 來自 P2A RCS 消息傳遞的 CCaaS 總收入
  • P2A 的企業 OTT 總流量

第 5 章 CCaaS 聊天機器人市場

• CCaaS 聊天機器人服務的未來展望
  • CCaaS 聊天機器人市場預測：研究方法
  • CCaaS 平台每年處理的聊天機器人消息總數

第 6 章 CCaaS 視頻市場

• CCaaS 視頻服務的未來
  • CCaaS 視頻預測：研究方法
  • 與聯絡中心的視頻通話總數
  • 與聯絡中心進行視頻通話的總時間

Juniper Research's latest “CCaaS (Contact Centre-as-a-Service) ”research offers in-depth analysis and insight into this evolving market. The research includes a comprehensive assessment of key market verticals, along with an evaluation of industry drivers and future market hurdles. It also features key recommendations for CCaaS vendors, 5-year forecasts aligned with strategic analysis, and Juniper Research's Competitor Leaderboard - which evaluates 17 CCaaS vendors using a number of quantitative and qualitative criteria.

The future monetisation of messaging, voice, and video technologies is also considered, covering:

• 5G Interactive Calling
• Call Recording
• Chatbots
• Dialler
• Inbound Voice
• Interactive Voice Response
• Programmable Voice
• RCS
• SMS

This research suite includes:

• Market Trends & Strategies (PDF)
• Competitor Leaderboard (PDF)
• Data & Forecasting (PDF)
• 5-year Market Sizing & Forecast Spreadsheet (Excel)
• 12 Months' Access to harvest Online Data Platform

Key Market Statistics

Market size in 2022:	$4.9bn
Market size in 2027:	$15.7bn
2022 to 2027 CAGR:	126%

KEY FEATURES

• Future Technology Analysis: Key monetisation opportunities for CCaaS vendors when deploying various technologies such as:
  • 5G Interactive Calling
  • Call Recording
  • Chatbots
  • Dialler
  • Inbound Voice
  • Interactive Voice Response
  • Programmable Voice
  • RCS
  • SMS

• CCaaS Market Segment Analysis: Deep dive evaluation of the use cases and monetisation strategies that will aid in future CCaaS market growth. The 7 key markets considered here include:
  • Banking & Finance
  • Government
  • Healthcare
  • IT & Telecommunications
  • Media & Entertainment
  • Retail & eCommerce
  • Travel & Hospitality

• Juniper Research Competitor Leaderboard: Key player capability and capacity assessment for 17 CCaaS providers; positioning them as either an established leader, leading challenger, or disruptor and challenger. Our Competitor Leaderboard scores these companies on their size of operations in the CCaaS space, their extent and breadth of market partnerships, the sophistication of their platforms, and Juniper Research's view on each company's innovation and future business prospects. The companies included in Juniper Research's CCaaS Competitor Leaderboard are:
  • 8x8
  • Avaya
  • Cisco
  • CM.com
  • Enghouse
  • Five9
  • Genesys
  • Infobip
  • Kaleyra
  • Microsoft
  • NICE
  • Oracle
  • SAP
  • Sinch
  • Talkdesk
  • Twilio
  • Vonage

• Benchmark Industry Forecasts: 5-year forecasts are provided for total CCaaS users, minutes (where applicable), and revenue. These forecasts are split into 5 traffic channels including subscriptions, voice, mobile messaging, chatbots, and video, and further split by our 8 key forecast regions and the 60 countries listed below:
  • North America:
    • Canada, US
  • Latin America:
    • Argentina, Brazil, Chile, Colombia, Ecuador, Mexico, Peru, Uruguay.
  • West Europe:
    • Austria, Belgium, Denmark, Finland, France, Germany, Greece, Ireland, Italy, Netherlands, Norway, Portugal, Spain, Sweden, Switzerland, UK.
  • Central & East Europe:
    • Croatia, Czech Republic, Hungary, Poland, Romania, Russia, Turkey, Ukraine.
  • Far East & China:
    • China, Hong Kong, Japan, South Korea.
  • Indian Subcontinent:
    • Bangladesh, India, Nepal, Pakistan.
  • Rest of Asia Pacific:
    • Australia, Indonesia, Malaysia, New Zealand, Philippines, Singapore, Thailand, Vietnam.
  • Africa & Middle East:
    • Algeria, Egypt, Israel, Kenya, Kuwait, Nigeria, Qatar, Saudi Arabia, South Africa, United Arab Emirates.

KEY QUESTIONS ANSWERED

• 1. What will the CCaaS market be worth by 2027?

• 2. Who are the leading CCaaS vendors in 2022?

• 3. What are the current technologies innovating the CCaaS market?

• 4. What challenges will the CCaaS market face over the next 5 years?

• 5. How are the leading market verticals utilising CCaaS software?

COMPANIES REFERENCED

• Interviewed: Cisco, CM.com, Enghouse Interactive, Five9, Infobip, Kaleyra, Twilio.

• Included in Juniper Research Competitor Leaderboard: 8x8, Avaya, Cisco Systems, CM.com, Enghouse Interactive, Five9, Genesys, Infobip, Kaleyra, Microsoft, NICE, Oracle, SAP, Sinch, Talkdesk, Twilio, Vonage.

• Mentioned: 3M, AAA, Accenture, ACEA, Acqueon, Air Asia, Airbnb, Airbus, Aircall, Alcatel-Lucent, Alfa-Bank Kazakhstan, Algolia, Altitude Software, Amazon Web Services, American Airlines, Anam Technologies, Apollo Hospitals, AppGyver, Apple, Apptivo, Asia Insurance 1950, AT&T, ATIS (Alliance for Telecommunications Industry Solutions), Avaya, Banca Sella, Banca Widiba, Bandyer, BigCommerce, BlaBlaCar, Blacc Spot Media, BMW, Boku Mobile Identity, Bold360, Bolt, Bosch Group, Broadsoft, BT, Building Blocks, Bukalapak, BYJU's, c20y, Calabrio, Calixa, callstats.io, CarDekho, CDW, Cerner, Chatfuel, Ciptex, Citrix, Citrus, Cloud Cherry, CloudWave, Columbia, Community, Competella AB, Conceptboard, Contactually, Courier, Crowd Twist, Dahmakan, Daraz, DBS, Deloitte, Deutsche Bank, DHL, Dialogic, Direct Line Group, Domino's, DSW, Duracell, EaseMyTrip.com, eBay, ePLDT, Epsagon , Ericsson, Ernst and Young, Exceed.ai, Expedia, Expivia, Farmers Insurance, FedEx, Fitbit, Flabba, FourNet, Freshdesk, Front, FUJIFILM, Fuze, Gamigo, GCI, GitHib, Glassdoor, Going.io, Google, Goosehead GrandPad, GTBank, HelpScout, HF Group, Highrise, HubSpot, Hyro, Hyundai, IBM, imimobile, Indosat Ooerdoo, Inference Solutions, Inteliquent, Intercom, Intesa San Paolo, Involio, Jazz, Jitsi, Jumper.ai, Kakao, Kenna Security, KeyBank, Krisp, Kustomer, Leanpay, LG, LiveChat, Longbridge Language Cloud, Lululemon, M3AAWG (Messaging, Malware and Mobile Anti abuse Working Group), Marham, Mariana IQ, Mastercard, medGo, MessageMedia, MessengerPeople, Meta, MobiFone Vietnam, Momindum SAS, MoneyGram, Morgan Stanley, Mukuru, Mux, Nebu BV, Netokracija, NetSuite, NewVoiceMedia, Nexi, Nexmo, Nextiva, Nickel, Nimble, NLB Banka, Nor 1, Northwestern Mutual, NTW Software GmbH, NU Echo, Nuveto, Olark, OnePageCRM, OneReach, OpenMarket, OpenRent, OpenSooq, Opsani, Oracle, Over.ai, Papa John's Pizza, Pathwire, Paylogic, PayPlaza, Peerless Network, Pepco, Pipedrive, Pointillst, Practo, PwC, Radisson Hotels, Raiffeisen Bank, Rakuten, Rapido, Rappi, Razer, Red Bull Racing, Replex, Revolut, RingCentral, RSPCA, Salesforce, San Francisco State University, Santander, Sauce Video, Sberbank, Sedona Systems, Selligent, Senati, SendGrid, Inc, ServiceNow, Shift Conference, ShoeBeDo, Shopify, Siemens, Signavio, Skype, Slack, Slalom Consulting, Snap Engage, Socio Labs, Speech Village, Spotify, SwoopTalent, Tata Communications, Taulia, Tele2, Teleflora, Telefónica, Telenor, Teleperformance, Telus, Terazo, TokBox, Toyota, TraceDock, TTN, Twitter, UBA, Uber, Unilever, UnionBank, Unisys, Unitalk, US Telecom , ValueFirst, Valvoline, Verint, Verisure, Viber, Virgin Media Business, Virtual Observer, Visa, Vodafone, Voicea, VoiceBase, Voicelt, Volpy, VTB Bank, Walmart, Wavecell, Wavy, WebRTC Ventures, WeChat, Well Health Inc, Welthungerhilfe, WhatsApp, Whendu, Wurth, Yourticketprovider, Yousign, Zalora, Zapier, Zendesk, Zipwhip, Zoho, Zoom.

DATA & INTERACTIVE FORECAST

• CCaaS Subscription Market, including:
  • Total Number of Businesses that Subscribe to CCaaS
  • Average CCaaS Spend per Business
  • Total CCaaS Subscription Revenue

• CCaaS Voice Market, including:
  • Total Minutes of Operator Voice Use
  • Total Mobile Calls Made to Contact Centres
  • Total Mobile Calls Made to CCaaS Contact Centres
  • Total CCaaS Revenue from Inbound Voice Channels

• CCaaS Messaging Market, including:
  • Total P2A SMS Traffic Handled by CCaaS Platforms
  • CCaaS Revenue from P2A SMS Messages
  • Total P2A RCS Traffic Handled by CCaaS Platforms
  • CCaaS Revenue from P2A RCS Messages
  • Total P2A OTT Traffic Handled by CCaaS Platforms
  • CCaaS Revenue from P2A OTT Messages

• CCaaS Chatbot Market, including:
  • Total App-based Chatbots Messages Delivered
  • Total App-based Chatbots Messages Handled by CCaaS Platforms
  • Total Web-based Chatbots Messages Delivered
  • Total Web-based Chatbots Messages Handled by CCaaS Platforms

• CCaaS Video Market, including:
  • Total Number of Devices Using Video Calling to Call CCaaS Contact Centres
  • Total Number of Video Calls to Contact Centres
  • Total Time Spent on Video Calls to Contact Centres

• Geographical splits: 60 countries

• Number of tables: 88 tables

• Number of datapoints: Over 40,100 datapoints

• Harvest: Our online data platform, harvest, contains the very latest market data and is updated throughout the year. This is a fully featured platform enabling clients to better understand key data trends and manipulate charts and tables, overlaying different forecasts within the one chart - using the comparison tool. Empower your business with our market intelligence centre, and get alerted whenever your data is updated.

• Interactive Excels (IFxl): Our IFxl tool enables clients to manipulate both forecast data and charts, within an Excel environment, to test their own assumptions using the Interactive Scenario Tool and compare selected markets side by side in customised charts and tables. IFxls greatly increase a clients' ability to both understand a particular market and to integrate their own views into the model.

FORECAST SUMMARY

The global CCaaS market revenue will reach $15.6 billion by 2027; rising from $4.9 billion in 2022.

• This phenomenal growth of 216% will be driven by the breadth of services offered within comprehensive subscription-based models, including advanced analytics capabilities, AI-enabled chatbots and personalised video solutions.

• Leading CCaaS platforms were assessed and evaluated on criteria such as depth and breadth of offerings, service innovation and future prospects. The leaderboard ranked the top three vendors as follows:
  • #1: Twilio
  • #2: CM.com
  • #3: Infobip

• Twilio has built a flexible CCaaS product offering by supporting multiple OTT messaging applications and voice services. Juniper Research commended Twilio on its intelligent routing and performance-tracking capabilities, which are key in supporting enterprise adoption of omnichannel communications strategies.

• Offering unique innovative services is not enough to stand out in the market. 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.

• 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 solutions immediately to provide the maximum reach to end users for CCaaS clients. Offering omnichannel functionality will enable CCaaS vendors to strengthen product portfolios; mirroring the success of the CPaaS (Communications Platforms-as-a-Service) ecosystem.

Table of Contents

Market Trends & Strategies

1. Key Takeaways & Strategic Recommendations

• 1.1. Key Takeaways
• 1.2. Strategic Recommendations

2. Future Market Outlook

• 2.1. Introduction
• 2.2. Current Market Outlook
  • Figure 2.1: CCaaS Solution
  • Figure 2.2: Total Market Value in 2022 ($m), Split by 8 Key Regions
  • i. The Growth of Mobile Subscribers
    • Figure 2.3: Total Mobile Subscribers (m) Split by 8 Key Regions, 2022-2027
  • ii. The Growth of PC Users
    • Figure 2.4: Total Number of Desktop & Laptop Users (m), Split by 8 Key Regions, 2022-2027
• 2.3. CCaaS Market Drivers
  • i. Omnichannel Communication
  • ii. Emergence of Social Media
  • iii. Cloud-based Services
    • Figure 2.5: Cloud-based Contact Centre Ecosystem
  • iv. AI and Machine Learning
  • v. API-based Contact Centre Service Model
    • Figure 2.6: API-based CCaaS Model
• 2.4. CCaaS Market Restraints
  • 2.4.1. IVR Fraud
  • 2.4.2. Security Risks, Cyber Attacks and Data Security
    • Figure 2.7: Summary of SMS Security Threats
  • 2.4.3. Inadequacies in Network Bandwidth
  • 2.4.4. P2A Voice Traffic Identification
    • Figure 2.8: Total Mobile Voice Users (m), Split by 8 Key Regions, 2022-2027
  • 2.4.5. Integrating Mobile Apps with Existing Capabilities
  • 2.4.6. Barriers When Moving to Cloud Contact Centres

3. Future Technology Opportunities

• 3.1. Messaging
  • Figure 3.1: Messaging Monetisation Process for CCaaS Platforms
  • 3.1.1. SMS
    • Figure 3.2: Total CCaaS Revenue from P2A SMS Messages ($m), Split by 8 Key Regions, 2022-2027
    • Figure 3.3: Total P2A SMS Traffic Handled by SMS Firewalls in 2022 (m), Split by 8 Key Regions
  • 3.1.2. RCS
    • Figure 3.4: Total RCS-capable Mobile Subscribers (m), Split by 8 Key Regions, 2022-2027
• 3.2. Chatbots
  • Figure 3.5: Total Chatbots Market Value in 2022 (%), Split by Channel.
• 3.3. Inbound Voice
• 3.4. IVR
• 3.5. Dialler
• 3.6. Call Recording
• 3.7. 5G Interactive Calling
  • Figure 3.6: Total Minutes of Mobile Voice (millions of hours), Split by 8 Key Regions, 2022-2027
• 3.8. Programmable Voice
  • Figure 3.7: Total Number of 4G LTE Connections Using VoLTE (m), Split by 8 Key Regions, 2022-2027

4. Market Segment Analysis

• 4.1. Introduction
  • Table 4.1: CCaaS Market Segment Analysis Criteria
  • Table 4.2: CCaaS Market Opportunity Heatmap
• 4.2. Banking & Finance
  • Figure 4.3: Total Banking Users (m), Split by 8 Key Regions, 2022-2027
• 4.3. IT & Telecommunications
  • Figure 4.4: Global Operator-billed Revenue ($m), Split by 8 Key Regions, 2022-2027
• 4.4. Government
• 4.5. Media & Entertainment
  • Figure 4.5: Total Number of Mobile Handset Internet Searches will Result in Sponsored Clickthrough (bn), Split by 8 Key Regions, 2022-2027
• 4.6. Healthcare
  • Figure 4.6: Proportion of Online Visits to Healthcare Services That Involve Chatbots in 2022 (%), Split by 8 Key Regions
• 4.7. Retail & eCommerce
  • Figure 4.7: Total Transaction Value for Remote Physical & Digital Goods Purchases ($m), Split by 8 Key Regions, 2022-2027
• 4.8. Travel & Hospitality
  • Figure 4.8: Total Online & Mobile Transport & Event Tickets Transaction Value ($m), Split by 8 Key Regions, 2022-2027

Competitor Leaderboard

1. Juniper Research Competitor Leaderboard

• 1.1. Why Read This Report
  • Table 1.1: Juniper Research Competitor Leaderboard: Vendors & Product Portfolio
  • Figure 1.2: Juniper Research Competitor Leaderboard: CCaaS Vendors
  • Table 1.3: Juniper Research Competitor Leaderboard: Vendors & Positioning
  • Table 1.4: Juniper Research Competitor Leaderboard Heatmap: CCaaS Vendors

2. Vendor Profiles

• 2.1.1. 8x8
  • i. Corporate
    • Table 2.1: 8x8's Select Financial Information ($m), 2019-2021
  • ii. Geographical Spread
  • iii. Key Clients & Strategic Partnerships
  • iv. High-level View of Offerings
    • Figure 2.2: 8x8's Automatic Call Distribution Solution
  • v. Juniper Research's View: Key Strengths & Strategic Recommendations
• 2.1.2. Avaya
  • i. Corporate
    • Table 2.3: Avaya's Select Financial Information ($m) 2019-2021
  • ii. Geographical Spread
  • iii. Key Clients & Strategic Partnerships
  • iv. High-level View of Offerings
  • v. Juniper Research's View: Key Strengths & Strategic Recommendations
• 2.1.3. Cisco
  • i. Corporate
    • Table 2.4: Cisco Systems's Select Financial Information ($bn) 2019-2021
    • Table 2.5: Cisco Systems's 2021 Acquisitions
  • ii. Geographical Spread
  • iii. Key Clients & Strategic Partnerships
  • iv. High-level View of Offerings
    • Figure 2.6: Cisco System's Telephony Dialling Mode
  • v. Juniper Research's View: Key Strengths & Strategic Recommendations
• 2.1.4. CM.com
  • i. Corporate
    • Table 2.7: CM.com Selected Financial Information ($m), 2020-2021
  • ii. Geographical Spread
  • iii. Key Clients & Strategic Partnerships
  • iv. High-level View of Offerings
  • v. Juniper Research's View: Key Strengths & Strategic Recommendations
• 2.1.5. Enghouse Interactive
  • i. Corporate
    • Table 2.8: Enghouse Interactive's Most Recent Acquisitions, 2020-2022
  • ii. Geographical Spread
  • iii. Key Clients & Strategic Partnerships
  • iv. High-level View of Offerings
    • Figure 2.9: Enghouse Interactive's CCaaS Product Suite
  • v. Juniper Research's View: Key Strengths & Strategic Recommendations
• 2.1.6. Five9
  • i. Corporate
    • Table 2.10: Five9's Select Financial Information ($m), 2017-2020
  • ii. Geographical Spread
  • iii. Key Clients & Strategic Partnerships
  • iv. High-level View of Offerings
  • v. Juniper Research's View: Key Strengths & Strategic Recommendations
• 2.1.7. Genesys
  • i. Corporate
  • ii. Geographical Spread
  • iii. Key Clients & Strategic Partnerships
  • iv. High-level View of Offerings
  • v. Juniper Research's View: Key Strengths & Strategic Recommendations
• 2.1.8. Infobip
  • Juniper Research interviewed Adrian Benic, CPO; Martina Dodic, Communications Consultant; Darko Blazok-Broz, Telecoms marketing Specialist; Marlies Roest, Director Analyst Relations; Monika Keserović, Research Analyst in May 2022.
  • i. Corporate
    • Table 2.11: Infobip's Acquisitions - April 2021 to Present
    • Table 2.12: Infobip's Select Financial Information ($m), 2019-2020
  • ii. Geographical Spread
  • iii. Key Clients & Strategic Partnerships
  • iv. High-level View of Offerings
  • v. Juniper Research's View: Key Strengths & Strategic Recommendations
• 2.1.9. Kaleyra
  • i. Corporate
    • Table 2.13: Kaleyra's Annual Financial Information ($m) 2019-2021
  • ii. Geographical Spread
  • iii. Key Clients & Strategic Partnerships
  • iv. High-level View of Offerings
    • Figure 2.14: Kaleyra's Omnichannel Platform
  • v. Juniper Research's View: Key Strengths & Strategic Recommendations
• 2.1.10. Microsoft
  • i. Corporate
    • Table 2.15: Microsoft's Select Financial Information ($bn), 2019-2021
  • ii. Geographical Spread
  • iii. Key Clients & Strategic Partnerships
  • iv. High-level View of Offerings
  • v. Juniper Research's View: Key Strengths & Strategic Recommendations
• 2.1.11. NICE Systems
  • i. Corporate
    • Table 2.16: NICE's Select Financial Information ($m) 2019-2021
  • ii. Geographical Spread
  • iii. Key Clients & Strategic Partnerships
  • iv. High-level View of Offerings
    • Figure 2.17: NICE's CCaaS Solution
  • v. Juniper Research's View: Key Strengths & Strategic Recommendations
• 2.1.12. Oracle
  • i. Corporate
    • Table 2.18: Oracle's Select Financial Information ($m), 2020-2021
  • ii. Geographical Spread
    • Table 2.19: Oracle's Customer and Country Frequency (2018-2021)
  • iii. Key Clients & Strategic Partnerships
  • iv. High-level View of Offerings
  • v. Juniper Research's View: Key Strengths & Strategic Recommendations
• 2.1.13. SAP
  • i. Corporate
    • Table 2.20: SAP's Select Financial Information ($m), 2020-2021
  • ii. Geographical Spread
  • iii. Key Clients & Strategic Partnerships
  • iv. High-level View of Offerings
  • v. Juniper Research's View: Key Strengths & Strategic Recommendations
• 2.1.14. Sinch
  • i. Corporate
    • Figure 2.21: Sinch's 2021 Acquisitions
    • Table 2.22: Sinch's Selected Financial Information ($m), 2018-2021
    • Figure 2.23: Sinch's Gross Profit per Segment in 2021
  • ii. Geographical Spread
  • iii. Key Clients & Strategic Partners
  • iv. High-level View of Offerings
  • v. Juniper Research's View: Key Strengths & Strategic Partnerships
• 2.1.15. Talkdesk
  • i. Corporate
  • ii. Geographical Spread
    • Figure 2.24: Talkdesk Data Centre Locations
  • iii. Key Clients & Strategic Partnerships
  • iv. High-level View of Offerings
    • Figure 2.25: Talkdesk CX Cloud AI Capabilities
  • v. Juniper Research's View: Key Strengths & Strategic Recommendations
• 2.1.16. Twilio
  • i. Corporate
    • Table 2.26: Twilio's Selected Financial Information ($m) 2017-2020
  • ii. Geographical Spread
  • iii. Key Clients & Strategic Partnerships
  • iv. High-level View of Offerings
  • v. Juniper Research's View: Key Strengths & Strategic Recommendations
• 2.1.17. Vonage
  • i. Corporate
    • Table 2.27: Vonage Select Financial Information ($m), 2017-2020
    • Table 2.28: Vonage's Most Recent Acquisitions, 2017-2021
  • ii. Geographical Spread
  • iii. Key Clients & Strategic Partnerships
  • iv. High-level View of Offerings
  • v. Juniper Research's View: Key Strengths & Strategic Recommendations
• 2.2. Juniper Research Leaderboard Assessment Methodology
• 2.3. Limitations & Interpretations
  • Table 2.29: Juniper Research Competitor Leaderboard Scoring Criteria

Data & Forecasting

1. Market Summary & Future Outlook

• 1.1. CCaaS Market Summary & Future Outlook
  • 1.1.1. Total CCaaS Platform Revenue
    • Figure & Table 1.1: Total CCaaS Platform Revenue ($m), Split by 8 Key Regions, 2022-2027
    • Table 1.2: Total CCaaS Platform Revenue ($m), Split by Revenue Type, 2022-2027
    • Table 1.3: Total CCaaS Traffic Revenue ($m), Split by Service, 2022-2027
  • 1.1.2. Average CCaaS Revenue per Mobile Subscriber
    • Figure & Table 1.4: Average CCaaS Revenue per Mobile Subscriber ($), Split by 8 Key Regions, 2022-2027

2. CCaaS Subscription Revenue

• 2.1. The Future Outlook for CCaaS Subscription Services
  • 2.1.1. CCaaS Subscription Revenue Forecast Methodology
    • Figure 2.1: CCaaS Subscription Revenue Forecast Methodology
  • 2.1.2. Total CCaaS Service Revenue
    • Figure & Table 2.2: Total CCaaS Service Revenue ($m), Split by 8 Key Regions, 2022-2027
    • Table 2.3: Average CCaaS Spend per Business per Month ($), Split by 8 Key Regions, 2022-2027

3. CCaaS Voice Market

• 3.1. The Future Outlook of CCaaS Voice Services
  • i. Flash Calling
  • ii. Voice Firewalls
  • 3.1.2. CCaaS Voice Market Methodology
    • Figure 3.1: CCaaS Voice Revenue Forecast Methodology
  • 3.1.3. Total Number of Calls Made to Contact Centres That Use CCaaS
    • Figure & Table 3.2: Total Number of Calls Made to Contact Centres That Use CCaaS (m), Split by 8 Key Regions, 2022-2027
    • Table 3.3: Total Number of Calls Made to Contact Centres (m), Split by 8 Key Regions, 2022-2027
  • 3.1.4. Total CCaaS Voice Revenue
    • Figure & Table 3.4: Total CCaaS Revenue from Inbound Voice Channels ($m), Split by 8 Key Regions, 2022-2027

4. CCaaS Messaging Market

• 4.1. The Future Outlook of CCaaS Messaging Services
  • Table 4.1: Total CCaaS Revenue from P2A Messages (m), Split by Messaging Channel, 2022-2027
  • 4.1.1. CCaaS Mobile Messaging Forecast Methodology
    • Figure 4.2: CCaaS SMS Messaging Forecast Methodology
    • Figure 4.3: CCaaS RCS Messaging Forecast Methodology
    • Figure 4.4: CCaaS OTT Messaging Forecast Methodology
  • 4.1.2. Total CCaaS Revenue from P2A Messaging
    • Figure & Table 4.5: Total CCaaS Revenue from P2A Messages ($m), Split by 8 Key Regions, 2022-2027
  • 4.1.3. Total CCaaS Revenue from P2A SMS Messages
    • Figure & Table 4.6: Total CCaaS Revenue from P2A SMS Messages ($m), Split by 8 Key Regions, 2022-2027
  • 4.1.4. Total CCaaS Revenue from P2A RCS Messaging
    • Figure & Table 4.7: Total CCaaS Revenue from P2A RCS Messages ($m), Split by 8 Key Regions, 2022-2027
    • Table 4.8: Total CCaaS Revenue from P2A RCS Messages in the Indian Subcontinent ($m), 2022-2027
  • 4.1.5. Total Business OTT Traffic that is P2A
    • Figure & Table 4.9: Total Business OTT Traffic That Is P2A (m), Split by 8 Key Regions, 2022-2027

5. CCaaS Chatbots Market

• 5.1. The Future Outlook of CCaaS Chatbots Services
  • Table 5.1: Total Chatbots Messages Handled by CCaaS Platforms per annum (m), Split by Channel, 2022-2027
  • 5.1.1. CCaaS Chabot Market Forecast Methodology
    • Figure 5.2: CCaaS App-based Chatbots Forecast Methodology
    • Figure 5.3: CCaaS Web-based Chatbots Forecast Methodology
  • 5.1.2. Total Chatbots Messages Handled by CCaaS Platforms per annum
    • Figure & Table 5.4: Total Number of Chatbot Messages Handled by CCaaS Platforms (m), Split by 8 Key Regions, 2022-2027

6. CCaaS Video Market

• 6.1. The Future of CCaaS Video Services
  • Figure 6.1: Total Number of Devices that Use Video Calling in 2022 (m), Split by Device Type
  • 6.1.1. CCaaS Video Forecast Methodology
    • Figure 6.2: CCaaS Video Forecast Methodology
  • 6.1.2. Total Number of Video Calls to Contact Centres
    • Figure & Table 6.3: Total Number of Video Calls to Contact Centres (m), Split by 8 Key Regions, 2022-2027
    • Table 6.4: Total Number of Devices that Use Video Calling (m), Split by Device, 2022-2027
  • 6.1.3. Total Time Spent on Video Calls to Contact Centres
    • Figure & Table 6.5: Total Time Spend on Video Calls to Contact Centres (millions of hours), Split by 8 Key Regions, 2022-2027