TIWN
New Delhi, Aug 15 (TIWN) The global contact centre-as-a-service (CCaaS) market revenue is likely to reach $15.6 billion by 2027, from $4.9 billion this year, a report showed on Monday.
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, AI-enabled chatbots and personalised video solutions, according to Juniper Research. CCaaS platforms are cloud-based solutions that provide services required to run a contact centre over multiple inbound and outbound communication channels. "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. The top three vendors in this space are Twilio, CM.com and Infobip. Cloud communications giant Twilio has built a flexible CCaaS product offering by supporting multiple OTT messaging applications and voice services. Twilio, the owner of the highly popular two-factor authentication (2FA) provider Authy, last week identified 125 customers who had their data accessed during a security breach.
- IMF expects India to rev up global growth as China falters, backs Modi government's economic policies
- realme set to shake up market: Launching fastest entry-level 5G smartphone 'C65' under Rs 10k
- India's industrial production accelerates to 5.7pc in Feb
- India records 17 pc jump to become 4th largest exporter of digital services: WTO report
- 300 pc rise in market cap to Rs 400 lakh crore in last 10 years driven by strong economic fundamentals