CCaaS（联络中心即服务）：行业分析、技术机会和市场预测（2022-2027 年）

在本报告中，我们分析了全球 CCaaS（联络中心即服务）市场，包括系统概要和渗透状况、整体市场规模趋势展望（未来 5 年）、行业和地区。□我们正在调查详细行业趋势、市场竞争结构、未来增长潜力和挑战、主要公司概况（共17家公司）等。

主要市场统计数据

2022 年市场规模	49 亿美元
2027 年市场规模	157 亿美元
2022-2027 年復合年增长率：	126%

主要特点

• 基准行业预测：按地区（8 个地区），按国家/地区（60 个国家/地区）
  • 北美
    • 加拿大、美国
  • 拉丁美洲
    • 阿根廷、巴西、智利、哥伦比亚、厄瓜多尔、墨西哥、秘鲁、乌拉圭
  • 西欧
    • 奥地利、比利时、丹麦、芬兰、法国、德国、希腊、爱尔兰、意大利、荷兰、挪威、葡萄牙、西班牙、瑞典、瑞士、英国
  • 中欧和东欧
    • 克罗地亚、捷克共和国、匈牙利、波兰、罗马尼亚、俄罗斯、土耳其、乌克兰
  • 远东/中国
    • 中国、香港、日本、韩国
  • 印度次大陆
    • 孟加拉国、印度、尼泊尔、巴基斯坦
  • 其他亚太国家
    • 澳大利亚、印度尼西亚、马来西亚、新西兰、菲律宾、新加坡、泰国、越南
  • 非洲/中东
    • 阿尔及利亚、埃及、以色列、肯尼亚、科威特、尼日利亚、卡塔尔、沙特阿拉伯、南非、阿拉伯联合酋长国

回答的主要问题

• 1. 到 2027 年，CCaaS 市场的规模将是多少？
• 2. 谁将成为 2022 年领先的 CCaaS 供应商？
• 3. 目前哪些技术正在彻底改变 CCaaS 市场？
• 4. 未来五年，CCaaS 市场将面临哪些挑战？
• 5. CCaaS 软件在主要市场中的使用情况如何？

分析的公司

• 访问队像企业： Cisco、CM.com、Enghouse Interactive、Five9、Infobip、Kaleyra、Twilio.
• Juniper Research Competitor Leaderboard的对象企业： 8x8、Avaya、Cisco Systems、CM.com、Enghouse Interactive、Five9、Genesys、Infobip、Kaleyra、Microsoft、NICE、Oracle、SAP、Sinch、Talkdesk、Twilio、Vonage.
• 提及的企业： 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.

内容

市场趋势和策略

第 1 章分析概述和战略建议

第二章市场展望

• 简介
• 当前市场前景
  • 移动用户增加
  • PC 用户增加
• CCaaS 市场驱动力
  • 全渠道传播
  • 社交媒体的出现
  • 基于云的服务
  • 人工智能和机器学习
  • 基于 API 的联络中心服务模式
• CCaaS 市场的製约因素
  • IVR 欺诈
  • 安全风险、网络攻击、数据安全
  • 网络带宽不足
  • P2A 语音流量识别
  • 移动应用与现有功能的集成
  • 迁移到云联络中心的障碍

第 3 章未来技术机遇

• 消息传递
  • 短信
  • RCS
• 聊天机器人
• 呼入语音通话
• IVR（交互式语音应答）
• 拨号器
• 通话录音
• 5G 互动通话
• 可编程语音通话

第四章细分市场分析

• 简介
• 银行/金融
• IT/通信
• 政府
• 媒体和娱乐
• 医疗
• 零售和电子商务
• 旅游和款待

竞争对手排行榜

第 1 章 Juniper Research 竞争对手排行榜

• 为什么要阅读这份报告？

第 2 章供应商简介

• 8x8
  • 公司
  • 地区
  • 主要客户和战略合作伙伴
  • 主要产品/服务概要
  • JuniperResearch 洞察：主要优势和战略机遇
• 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
• 限制和解释

数据和预测

第一章市场概况和未来展望

• CCaaS 市场概况及未来展望
  • CCaaS 平台总收入
  • 每位移动用户的平均 CCaaS 收入

第 2 章 CCaaS 订阅收入

• CCaaS 订阅服务的未来展望
  • CCaaS 订阅收入预测：研究方法
  • 来自 CCaaS 服务的总收入

第 3 章 CCaaS 语音通话市场

• CCaaS 语音通话服务的未来展望
  • 电话
  • 语音防火墙
  • CCaaS 语音市场的研究方法
  • 使用 CCaaS 呼叫联络中心的总次数
  • CCaaS 语音总收入

第 4 章 CCaaS 消息传递市场

• CCaaS 消息服务：未来前景
  • CCaaS 移动消息传递预测：研究方法
  • 来自 P2A 消息传递的 CCaaS 总收入
  • 来自 P2A SMS 消息的 CCaaS 总收入
  • 来自 P2A RCS 消息传递的 CCaaS 总收入
  • P2A 的企业 OTT 总流量

第 5 章 CCaaS 聊天机器人市场

• CCaaS 聊天机器人服务的未来展望
  • CCaaS 聊天机器人市场预测：研究方法
  • CCaaS 平台每年处理的聊天机器人消息总数

第 6 章 CCaaS 视频市场

• CCaaS 视频服务的未来
  • CCaaS 视频预测：研究方法
  • 与联络中心的视频通话总数
  • 与联络中心进行视频通话的总时间

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