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全球CCaaS市場：2025-2029
市場調查報告書
商品編碼
1712471

全球CCaaS市場：2025-2029

Global CCaaS Market: 2025-2029
出版日期: | 出版商: Juniper Research Ltd | 英文 | 商品交期: 最快1-2個工作天內

價格
簡介目錄

"CCaaS：AWS、Genesys 和 NICE 位居 2025 年競爭排行榜榜首"

關鍵統計
2025 年 CCaaS 聯絡中心的行動訊息傳遞： 405億
2029 年 CCaaS 聯絡中心的行動訊息傳遞： 4754億
2025-2029 年 CCaaS 行動訊息流量成長率： 1,074%
預測期間： 2025-2029

該研究包對聯絡中心即服務 (CCaaS) 市場進行了深入而有見地的分析，該市場將在未來五年內發生重大變化。這項研究將使 CCaaS 供應商利害關係人更瞭解 CCaaS 市場將如何發展，並評估改善客戶體驗的需求和採用生成性 AI 將對其現有聯絡中心服務產品產生多大程度的影響。

本研究包對以下主要垂直領域的 CCaaS 市場進行了評估：

  • 銀行和金融
  • 醫療保健
  • 飯店與旅遊
  • 製造業
  • 媒體與娛樂
  • 零售/電子商務

該研究包提供了 CCaaS 市場中主要通路的市場細分，以及 CCaaS 供應商面臨的主要部署機會和課題。

研究包包含幾個可單獨購買的選項，每個選項都包含有關 CCaaS 供應商的流量和未​​訂閱收入的數據和預測。此外，該報告還包括深入的研究，重點介紹了市場的主要趨勢和未來機遇，以及對 CCaaS 領域 18 家領先供應商的廣泛分析。

主要特點

  • 市場動態：讀者將受益於 CCaaS 市場變化所帶來的關鍵趨勢和市場機會的洞察。該研究強調了 CCaaS 供應商的關鍵成長機會，包括透過 OTT 訊息和 RCS 進行對話通信，以及將生成性 AI 整合到代理和客戶體驗功能中。該報告還評估了 CCaaS 供應商面臨的監管和安全課題，因為這些發展產生了越來越多的視覺和音訊數據，並提出了解決這些課題的建議。此外，該報告還對61個主要國家/地區的CCaaS當前市場發展和未來成長進行了區域市場成長率分析，確定了值得關注的重點市場。
  • 關鍵要點和策略建議：該報告深入分析了 CCaaS 市場中的關鍵發展機會和見解，並為 CCaaS 供應商提供了關鍵策略建議。
  • 基準產業預測：我們為 CCaaS 市場提供五年預測資料庫，提供每個產業的業務訂閱收入和流量預測。這些垂直領域包括語音、RCS、OTT 訊息、SMS、聊天機器人、視訊和電子郵件。
  • Juniper Research 競賽排行榜：評估 18 家領先的 CCaaS 供應商的能力，並根據市場表現、收入和未來業務前景等標準對供應商進行評分。

範例視圖

市場趨勢與策略報告


市場數據與預測報告

研究套件包括存取包含 86 個表格和超過 39,000 個資料點的綜合五年預測資料集。

調查指標如下：

  • CCaaS 總收入
  • 總流量

提供以下主要市場的流量指標：

  • 聊天機器人（基於應用程式和基於網路）
  • 電子郵件
  • OTT 訊息傳遞
  • RCS
  • 簡訊
  • 視頻
  • 音訊

Juniper Research Interactive Forecast (Excel) 提供以下功能：

  • 統計分析：您可以搜尋資料期間內所有地區和國家顯示的特定指標。可以輕鬆修改圖表並將其匯出到剪貼簿。
  • 國家資料工具：此工具可讓您查看預測期間內所有地區和國家的指標。您可以使用搜尋欄縮小顯示的指標範圍。
  • 國家比較工具：您可以選擇特定的國家進行比較。該工具具有匯出圖表的功能。
  • 假設分析：透過五個互動式情境將預測指標與您自己的假設進行比較。

競技排行榜報告

競爭排行榜報告對 CCaaS 領域的 18 家領先供應商進行了深入評估和市場定位。

  • 8x8
  • Avaya
  • AWS
  • Cisco
  • CM.com
  • Content Guru
  • Dialpad
  • Enghouse Interactive
  • Five9
  • Genesys
  • Infobip
  • NICE
  • Sinch
  • Talkdesk
  • Tata Communications
  • Twilio
  • UJET
  • Vonage

目錄

市場趨勢/策略

第一章 重點與策略建議

  • 要點和策略建議
  • 要點
  • 策略建議

第二章 CCaaS：未來市場展望

  • CCaaS：簡介
  • 對話體驗
  • CCaaS 中的 AI
    • 人工智慧在客戶體驗的應用
    • 座席體驗中的人工智慧
      • i.多代理編排
    • CCaaS 中的 AI 監管
  • 整合平台
  • 分析和 CDP
  • 全通路互動
  • 使用物聯網的客戶服務
  • CCaaS技術分類
    • 聲音
    • 簡訊
    • RCS
    • OTT
    • 視頻
    • 聊天機器人
      • 網路為基礎的聊天機器人
      • 基於應用程式的聊天機器人
    • 電子郵件

第 3 章 CCaaS 市場區隔評估

  • 市場區隔評估：簡介
    • 銀行和金融
    • 零售/電子商務
    • 醫療保健
    • 飯店與旅遊
    • 製造
    • 媒體與娛樂

第四章：國家準備指數

  • 國家準備指數：簡介
  • 市場聚焦
    • 北美
    • 西歐
    • 印度
  • 不斷成長的市場
        孟加拉
      • 阿根廷
      • 中國
    • 市場飽和
    • 新興市場

    競技排行榜

    第 1 章 Juniper Research 競爭排行榜

    第二章 供應商簡介

    • CCaaS 供應商資料
      • 8x8
      • Avaya
      • AWS
      • Cisco
      • CM.com
      • Content Guru
      • Dialpad
      • Enghouse Interactive
      • Five9
      • Genesys
      • Infobip
      • NICE
      • Sinch
      • Talkdesk
      • Tata Communications
      • Twilio
      • UJET
      • Vonage
    • 排行榜研究法
    • 限制和解釋

    數據和預測

    第一章市場預測及要點

    • 訂閱 CCaaS 服務的公司總數
    • CCaaS 平台總收入

    第二章：CCaaS 語音市場

    • CCaaS 聯絡中心的語音通話總數

    第三章：行動訊息市場

    • 研究方法
    • CCaaS 平台處理的 P2A SMS 總流量
    • CCaaS 聯絡中心處理的 P2A RCS 流量總量
    • CCaaS 聯絡中心處理的 P2A OTT 總流量

    第四章：聊天機器人市場

        CCaaS 聊天機器人市場預測：基於 Web 的聊天機器人
          CCaaS 聊天機器人市場預測：基於應用程式的聊天機器人
        • CCaaS 聯絡中心處理的聊天機器人訊息總數

        第五章視訊市場

        • CCaaS 聯絡中心的視訊通話總數

        第六章：CCaaS 電子郵件市集

        • CCaaS 聯絡中心的電子郵件總流量
簡介目錄

'CCaaS: AWS, Genesys, and NICE Top 2025 Competitor Leaderboard'

KEY STATISTICS
Mobile messages to CCaaS contact centres in 2025:40.5bn
Mobile messages to CCaaS contact centres in 2029:475.4bn
2025 to 2029 CCaaS mobile messaging traffic growth:1,074%
Forecast period:2025-2029

Overview

Our "Contact Centre-as-a-Service (CCaaS)" research suite provides detailed and insightful analysis of a market set for significant change over the next five years. It enables stakeholders from CCaaS vendors to better understand how the CCaaS market will evolve, assessing the extent to which demand for enhanced customer experience and the implementation of generative AI will impact the provision of existing contact centre services.

This research provides an assessment of the CCaaS market in key industry verticals including:

  • Banking and Finance
  • Healthcare
  • Hospitality and Travel
  • Manufacturing
  • Media and Entertainment
  • Retail and eCommerce

This is in addition to a breakdown of the key channels within the CCaaS market; identifying key deployment opportunities and challenges for CCaaS vendors.

The CCaaS market suite includes several different options that can be purchased separately, including data and forecasts for traffic and future subscription revenue for CCaaS vendors. Additionally, it includes an insightful study uncovering key trends and future opportunities within the market, as well as an extensive analysis of 18 leading vendors in the CCaaS space. The coverage can also be purchased as a full research suite, which contains all these elements and includes a substantial discount.

Collectively, they provide a critical tool for understanding this ever-changing market; allowing CCaaS vendors to capitalise on trends and shape their future strategy. This research suite's unparalleled coverage makes it an incredibly useful resource for projecting the future of a market set for change.

All report content is delivered in the English language.

Key Features

  • Market Dynamics: Readers benefit from insight into key trends and market opportunities resulting from changes within the CCaaS market. This study addresses key growth opportunities for CCaaS vendors, including conversational communications via over-the-top (OTT) messaging and rich communications services (RCS), and the integration of generative AI into agent and customer experience features. It assesses regulatory and security challenges posed to CCaaS vendors with the increased volume of visual and audio data produced with these developments, providing recommendations for how these must be navigated. Moreover, it includes a regional market growth rate analysis on the current development and future growth of CCaaS across 61 key countries, identifying key focus markets.
  • Key Takeaways & Strategic Recommendations: In-depth analysis of key development opportunities and findings within the CCaaS market, accompanied by key strategic recommendations for CCaaS vendors.
  • Benchmark Industry Forecasts: 5-year forecast databases are provided for the CCaaS market, providing business subscription revenue and traffic splits for each sector. These sector splits include voice, RCS, OTT messaging, SMS, chatbots, video, and email.
  • Juniper Research Competitor Leaderboard: Key player capability and capacity assessment for 18 CCaaS vendors via the Juniper Research Competitor Leaderboard; scoring these vendors on criteria such as market performance, revenue and future business prospects.

SAMPLE VIEW

Market Trends & Strategies Report


A comprehensive analysis of the current market landscape, alongside strategic recommendations.

Market Data & Forecasting Report

The market-leading research suite for the "CCaaS" market includes access to a comprehensive five-year forecast dataset comprising 86 tables and over 39,000 datapoints.

Metrics in the research suite include:

  • Total CCaaS Revenue
  • Total Traffic

Traffic metrics are provided for the following key market verticals:

  • Chatbots (app-based and web-based)
  • Email
  • OTT messaging
  • RCS
  • SMS
  • Video
  • Voice

Juniper Research Interactive Forecast Excel contains the following functionality:

  • Statistics Analysis: Users benefit from the ability to search for specific metrics, displayed for all regions and countries across the data period. Graphs are easily modified and can be exported to the clipboard.
  • Country Data Tool: This tool lets users look at metrics for all regions and countries in the forecast period. Users can refine the metrics displayed via a search bar.
  • Country Comparison Tool: Users can select and compare specific countries. The ability to export graphs is included in this tool.
  • What-if Analysis: Here, users can compare forecast metrics against their own assumptions via five interactive scenarios.

Market Trends & Strategies Report

This trends analysis report examines the "CCaaS" market landscape in detail, assessing market trends and factors shaping the evolution of this rapidly changing market. This essential strategy report delivers a comprehensive analysis of the strategic opportunities for CCaaS providers, market challenges, and how stakeholders must navigate these.

This analysis also provides CCaaS market splits for communications channels such as voice, SMS, RCS and OTT messaging, and key industry opportunities for CCaaS vendors to capitalise on. It also includes an evaluation of the key country-level opportunities for CCaaS growth, with the Country Readiness Index.

Competitor Leaderboard Report

The Competitor Leaderboard report provides a detailed evaluation and market positioning for 18 leading vendors in the "CCaaS" space. The vendors are positioned as established leaders, leading challengers, or disruptors and challengers, based on capacity and capability assessments:

  • 8x8
  • Avaya
  • AWS
  • Cisco
  • CM.com
  • Content Guru
  • Dialpad
  • Enghouse Interactive
  • Five9
  • Genesys
  • Infobip
  • NICE
  • Sinch
  • Talkdesk
  • Tata Communications
  • Twilio
  • UJET
  • Vonage

This competitive analysis document is centred around the Juniper Research Competitor Leaderboard; a vendor positioning tool that provides an at-a-glance view of the competitive landscape in a market, backed by a robust methodology.

Table of Contents

Market Trends & Strategies

1. Key Takeaways & Strategic Recommendations

  • 1.1. Key Takeaways and Strategic Recommendations
  • 1.2. Key Takeaways
  • 1.3. Strategic Recommendations

2. CCaaS: Future Market Outlook

  • 2.1. Introduction to CCaaS
    • Figure 2.1: Total CCaaS Subscription Revenue ($9.2 billion), Split by 8 Key Regions, 2025
  • 2.2. Conversational Experiences
  • 2.3. AI in CCaaS
    • 2.3.1. AI in Customer Experience
      • Figure 2.2: AI in Customer Experience Infographic
    • 2.3.2. AI in Agent Experience
      • i. Multi-agent Orchestration
    • 2.3.3. Regulation of AI in CCaaS
  • 2.4. Integrated Platforms
  • 2.5. Analytics and CDPs
  • 2.6. Omnichannel Engagement
  • 2.7. IoT-driven Customer Services
  • 2.8. CCaaS Technology Splits
    • Figure 2.3: Total CCaaS Traffic (m), Split by Channel, 2025
    • 2.8.1. Voice
      • Figure 2.4: Total Number of Voice Calls Made to CCaaS Contact Centres (m), Split by 8 Key Regions, 2025-2029
    • 2.8.2. SMS
      • Figure 2.5: Total P2A SMS Traffic Handled by CCaaS Platforms (m), Split by 8 Key Regions, 2025-2029
    • 2.8.3. RCS
      • Figure 2.6: Total RCS-capable Mobile Subscribers (m), Split by 8 Key Regions, 2025-2029
    • 2.8.4. OTT
      • Figure 2.7: Total Person-to-Application (P2A) OTT Traffic Delivered to CCaaS Contact Centres (m), Split by 8 Key Regions, 2025-2029
    • 2.8.5. Video
    • 2.8.6. Chatbots
      • Figure 2.8: Total Chatbot Sessions Handled by CCaaS Platforms (m), Split by Channel, 2025-2029
      • i. Web-based Chatbots
      • ii. App-based Chatbots
    • 2.8.7. Email

3. CCaaS Market Segment Evaluation

  • 3.1. Introduction to Market Segment Evaluation
    • Figure 3.1: Key CCaaS Industry Verticals Infographic
    • 3.1.1. Banking and Finance
    • 3.1.2. Retail and eCommerce
    • 3.1.3. Healthcare
    • 3.1.4. Hospitality and Travel
    • 3.1.5. Manufacturing
    • 3.1.6. Media and Entertainment

4. Country Readiness Index

  • 4.1. Introduction to Country Readiness Index
    • Figure 4.1: CCaaS Country Readiness Index Regional Definitions
    • Table 4.2: Juniper Research Country Readiness Index Scoring Criteria: CCaaS
    • Figure 4.3: Juniper Research Country Readiness Index: CCaaS
    • Table 4.4: CCaaS Country Readiness Index: Market Segments
  • 4.2. Focus Markets
    • Figure 4.5: Total Number of Large Businesses (m), Split by Focus Markets, 2025
    • 4.2.1. North America
      • Figure 4.6: Total CCaaS Subscription Revenue ($m), Split by US and Canada, 2025-2029
    • 4.2.2. West Europe
    • 4.2.3. India
  • 4.3. Growth Markets
    • Figure 4.7: Total CCaaS Subscription Revenue ($m), Split by Growth Markets, 2025-2029
    • 4.3.1. Bangladesh
    • 4.3.2. Argentina
      • Figure 4.8: Total P2A OTT Traffic Delivered to CCaaS Contact Centres (m), Argentina, 2025-2029
    • 4.3.3. China
  • 4.4. Saturated Markets
  • 4.5. Developing Markets
    • Figure 4.9: Total CCaaS Subscription Revenue ($m), Split by Developing Markets, 2025
    • Table 4.10: Juniper Research's Country Readiness Index Heatmap: North America
    • Table 4.11: Juniper Research's Country Readiness Index Heatmap: Latin America
    • Table 4.12: Juniper Research's Country Readiness Index Heatmap: West Europe
    • Table 4.13: Juniper Research's Country Readiness Index Heatmap: Central & East Europe
    • Table 4.14: Juniper Research's Country Readiness Index Heatmap: Far East & China
    • Table 4.15: Juniper Research's Country Readiness Index Heatmap: Indian Subcontinent
    • Table 4.16: Juniper Research's Country Readiness Index Heatmap: Rest of Asia Pacific
    • Table 4.17: Juniper Research's Country Readiness Index Heatmap: Africa & Middle East

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
    • Table 1.3: Juniper Research Competitor Leaderboard: Vendors
    • Table 1.4: Juniper Research Competitor Leaderboard Heatmap: CCaaS Vendors

2. Vendor Profiles

  • 2.1. CCaaS Vendor Profiles
    • 2.1.1. 8x8
      • i. Corporate Information
        • Table 2.1: 8x8's Select Financial Information ($m), 2021-2024
        • Table 2.2: 8x8's Recent Acquisitions, 2018 to Present
      • ii. Geographical Spread
      • iii. Key Clients & Strategic Partnerships
      • iv. High-level View of Offerings
      • v. Juniper Research's View: Key Strengths & Strategic Development Opportunities
    • 2.1.2. Avaya
      • i. Corporate Information
      • ii. Geographical Spread
      • iii. Key Clients & Strategic Partnerships
      • iv. High-level View of Offerings
        • Figure 2.3: Avaya's Experience Platform
      • v. Juniper Research's View: Key Strengths & Strategic Development Opportunities
    • 2.1.3. AWS
      • i. Corporate Information
        • Table 2.4: AWS' Revenue ($bn), 2022-2024
      • ii. Geographical Spread
        • Figure 2.5: Amazon Web Service Infrastructure Deployments Map, 2025
      • iii. Key Clients & Strategic Partnerships
      • iv. High-level View of Offerings
        • Figure 2.6: Amazon Connect Overview
      • v. Juniper Research's View: Key Strengths & Strategic Development Opportunities
    • 2.1.4. Cisco
      • i. Corporate Information
      • ii. Geographical Spread
      • iii. Key Clients & Strategic Partnerships
      • iv. High-level View of Offerings
      • v. Juniper Research's View: Key Strengths & Strategic Development Opportunities
    • 2.1.5. CM.com
      • i. Corporate Information
        • Table 2.7: Acquisitions Made by CM.com, 2020-present
        • Table 2.8: CM.com's Select Financial Information (Euro-m), 2022-2024
      • ii. Geographical Spread
      • iii. Key Clients & Strategic Partnerships
      • iv. High-level View of Offerings
      • v. Juniper Research's View: Key Strengths & Strategic Development Opportunities
    • 2.1.6. Content Guru
      • i. Corporate Information
      • ii. Geographical Spread
      • iii. Key Clients & Strategic Partnerships
      • iv. High-level View of Offerings
      • v. Juniper Research's View: Key Strengths & Strategic Development Opportunities
    • 2.1.7. Dialpad
      • i. Corporate Information
      • ii. Geographical Spread
      • iii. Key Clients & Strategic Partnerships
      • iv. High-level View of Offerings
      • v. Juniper Research's View: Key Strengths & Strategic Development Opportunities
    • 2.1.8. Enghouse Interactive
      • i. Corporate Information
        • Table 2.9: Enghouse Interactive's Most Recent Acquisitions, 2020-2024
      • ii. Geographical Spread
      • iii. Key Clients & Strategic Partnerships
      • iv. High-level View of Offerings
      • v. Juniper Research's View: Key Strengths & Strategic Development Opportunities
    • 2.1.9. Five9
      • i. Corporate Information
        • Table 2.10: Five9's Select Financial Information ($m), 2020-2023
        • Table 2.11: Five9's Acquisitions, 2020-present
      • ii. Geographical Spread
      • iii. Key Clients & Strategic Partnerships
      • iv. High-level View of Offerings
      • v. Juniper Research's View: Key Strengths & Strategic Development Opportunities
    • 2.1.10. Genesys
      • i. Corporate Information
      • ii. Geographical Spread
      • iii. Key Clients & Strategic Partnerships
      • iv. High-level View of Offerings
      • v. Juniper Research's View: Key Strengths & Strategic Development Opportunities
    • 2.1.11. Infobip
      • i. Corporate Information
        • Table 2.12: Infobip's Acquisitions - April 2021 to Present
      • ii. Geographical Spread
      • iii. Key Clients & Strategic Partnerships
      • iv. High-level View of Offerings
      • v. Juniper Research's View: Key Strengths & Strategic Development Opportunities
    • 2.1.12. NICE
      • i. Corporate Information
      • ii. Geographical Spread
      • iii. Key Clients & Strategic Partnerships
      • iv. High-level View of Offerings
        • Figure 2.13: NICE's CXone Mpower
      • v. Juniper Research's View: Key Strengths & Strategic Development Opportunities
    • 2.1.13. Sinch
      • i. Corporate Information
        • Table 2.14: Sinch's Recent Acquisitions, 2020-2021
        • Table 2.15: Sinch's Select Financial Information ($m), 2021-2023
      • ii. Geographical Spread
      • iii. Key Clients & Strategic Partnerships
      • iv. High-level View of Offerings
      • v. Juniper Research's View: Key Strengths & Strategic Development Opportunities
    • 2.1.14. Talkdesk
      • i. Corporate Information
      • ii. Geographical Spread
      • iii. Key Clients & Strategic Partnerships
      • iv. High-level View of Offerings
      • v. Juniper Research's View: Key Strengths & Strategic Development Opportunities
    • 2.1.15. Tata Communications
      • i. Corporate Information
        • Table 2.16: Tata Communications' Select Financial Information (Indian Rupee- in crore), FY 2022-23 & FY 2023-24
      • ii. Geographical Spread
      • iii. Key Clients & Strategic Partnerships
      • iv. High-level View of Offerings
      • v. Juniper Research's View: Key Strengths & Strategic Development Opportunities
    • 2.1.16. Twilio
      • i. Corporate Information
        • Table 2.17: Twilio's Acquisitions, November 2019 to Present
        • Table 2.18: Twilio's Revenue ($m), 2021-2023
      • ii. Geographical Spread
      • iii. Key Clients & Strategic Partnerships
      • iv. High-level View of Offerings
      • v. Juniper Research's View: Key Strengths & Strategic Development Opportunities
    • 2.1.17. UJET
      • i. Corporate Information
      • ii. Geographical Spread
      • iii. Key Clients & Strategic Partnerships
      • iv. High-level View of Offerings
      • v. Juniper Research's View: Key Strengths & Strategic Development Opportunities
    • 2.1.18. Vonage
      • i. Corporate Information
      • ii. Geographical Spread
      • iii. Key Clients & Strategic Partnerships
      • iv. High-level View of Offerings
      • v. Juniper Research's View: Key Strengths & Strategic Development Opportunities
  • 2.2. Juniper Research Leaderboard Methodology
  • 2.3. Limitations & Interpretations
    • Table 2.19: Juniper Research Competitor Leaderboard Scoring Criteria: CCaaS Vendors

Data & Forecasting

1. Market Forecast & Key Takeaways

  • 1.1. Introduction to CCaaS Forecasts
  • 1.2. CCaaS Subscription Revenue Methodology & Assumptions
    • Figure 1.1: CCaaS Subscription Revenue Forecast Methodology
    • 1.2.1. Total Businesses Subscribing to CCaaS Services
      • Figure & Table 1.2: Total Number of Businesses that Subscribe to CCaaS Services (m), Split by 8 Key Regions, 2025-2029
    • 1.2.2. Total CCaaS Platform Revenue
      • Figure & Table 1.3: Total CCaaS Subscription Revenue ($m), Split by 8 Key Regions, 2025-2029
      • Table 1.4: Average CCaaS Spend per Business per annum ($), Split by 8 Key Regions, 2025-2029

2. CCaaS Voice Market

  • 2.1. Introduction to CCaaS Voice Market
    • 2.1.1. Voice Market Methodology
      • Figure 2.1: Voice Market Methodology
    • 2.1.2. Total Number of Voice Calls Made to CCaaS Contact Centres
      • Figure & Table 2.2: Total Number of Calls Made to CCaaS Contact Centres (m), Split by 8 Key Regions, 2025-2029

3. Mobile Messaging Market

  • 3.1. Introduction to CCaaS Mobile Messaging Market
    • Figure 3.1: Total P2A Mobile Messaging Traffic Delivered to CCaaS Contact Centres (40,486.6 billion), Split by SMS, RCS and OTT, 2025
    • 3.1.1. CCaaS Mobile Messaging Market Methodology
      • Figure 3.2: CCaaS SMS Market Methodology
      • Figure 3.3: CCaaS RCS Messaging Forecast Methodology
      • Figure 3.4: CCaaS OTT Messaging Forecast Methodology
    • 3.1.2. Total P2A SMS Traffic Handled by CCaaS Platforms
      • Figure & Table 3.5: Total P2A SMS Traffic Handled by CCaaS Platforms (m), Split by 8 Key Regions, 2025-2029
    • 3.1.3. Total P2A RCS Traffic Handled by CCaaS Contact Centres
      • Figure & Table 3.6: Total Number of P2A RCS Messages Handled by CCaaS Platforms (m), Split by 8 Key Regions, 2025-2029
    • 3.1.4. Total P2A OTT Traffic Handled by CCaaS Contact Centres
      • Figure & Table 3.7: Total P2A OTT Traffic Delivered to CCaaS Contact Centres (m), Split by 8 Key Regions, 2025-2029

4. Chatbots Market

  • 4.1. Introduction to CCaaS Chatbot Services
    • 4.1.1. CCaaS Chatbots Market Forecast: Web-based Chatbots
    • 4.1.2. CCaaS Chatbots Market Forecast: App-based Chatbots
      • Figure 4.1: CCaaS Web-based Chatbots Forecast Methodology
      • Figure 4.2: CCaaS App-based Chatbots Forecast Methodology
    • 4.1.3. Total Chatbot Messages Being Handled by CCaaS Contact Centres
      • Figure & Table 4.3: Total Chatbot Messages Handled by CCaaS Platforms (m), Split by 8 Key Regions, 2025-2029
      • Table 4.4: Total Chatbot Messages Handled by CCaaS Platforms (m), Split by Channel, 2025-2029

5. Video Market

  • 5.1. Introduction to CCaaS Video Market
    • 5.1.1. CCaaS Video Market Methodology
      • Figure 5.1: CCaaS Video Forecast Methodology
    • 5.1.2. Total Number of Video Calls to CCaaS Contact Centres
      • Figure & Table 5.2: Total Number of Video Calls to CCaaS Contact Centres (m), Split by 8 Key Regions, 2025-2029

6. CCaaS Email Market

  • 6.1. Introduction to CCaaS Email Market
    • 6.1.1. CCaaS Email Market Forecast Methodology
      • Figure 6.1: CCaaS Email Market Forecast Methodology
    • 6.1.2. Total Email Traffic Delivered to CCaaS Contact Centres
      • Figure & Table 6.2: Total Email Traffic Delivered to CCaaS Contact Centres (m), Split by 8 Key Regions, 2025-2029