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全球CCaaS市场：2025-2029
市场调查报告书
商品编码
1712471

全球CCaaS市场：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个工作天内

价格
简介目录

"CCaaS：AWS、Genesys 和 NICE 位居 2025 年竞争排行榜榜首"

关键统计
2025 年 CCaaS 联络中心的行动讯息传递： 405亿
2029 年 CCaaS 联络中心的行动讯息传递： 4754亿
2025-2029 年 CCaaS 行动讯息流量成长率： 1,074%
预测期间： 2025-2029

该研究包对联络中心即服务 (CCaaS) 市场进行了深入而有见地的分析，该市场将在未来五年内发生重大变化。这项研究将使 CCaaS 供应商利害关係人更瞭解 CCaaS 市场将如何发展，并评估改善客户体验的需求和采用生成性 AI 将对其现有联络中心服务产品产生多大程度的影响。

本研究包对以下主要垂直领域的 CCaaS 市场进行了评估：

  • 银行和金融
  • 医疗保健
  • 饭店与旅游
  • 製造业
  • 媒体与娱乐
  • 零售/电子商务

该研究包提供了 CCaaS 市场中主要通路的市场细分，以及 CCaaS 供应商面临的主要部署机会和课题。

研究包包含几个可单独购买的选项，每个选项都包含有关 CCaaS 供应商的流量和未​​订阅收入的数据和预测。此外，该报告还包括深入的研究，重点介绍了市场的主要趋势和未来机遇，以及对 CCaaS 领域 18 家领先供应商的广泛分析。

主要特点

  • 市场动态：读者将受益于 CCaaS 市场变化所带来的关键趋势和市场机会的洞察。该研究强调了 CCaaS 供应商的关键成长机会，包括透过 OTT 讯息和 RCS 进行对话通信，以及将生成性 AI 整合到代理和客户体验功能中。该报告还评估了 CCaaS 供应商面临的监管和安全课题，因为这些发展产生了越来越多的视觉和音讯数据，并提出了解决这些课题的建议。此外，该报告还对61个主要国家/地区的CCaaS当前市场发展和未来成长进行了区域市场成长率分析，确定了值得关注的重点市场。
  • 关键要点和策略建议：该报告深入分析了 CCaaS 市场中的关键发展机会和见解，并为 CCaaS 供应商提供了关键策略建议。
  • 基准产业预测：我们为 CCaaS 市场提供五年预测资料库，提供每个产业的业务订阅收入和流量预测。这些垂直领域包括语音、RCS、OTT 讯息、SMS、聊天机器人、视讯和电子邮件。
  • Juniper Research 竞赛排行榜：评估 18 家领先的 CCaaS 供应商的能力，并根据市场表现、收入和未来业务前景等标准对供应商进行评分。

范例视图

市场趋势与策略报告


市场数据与预测报告

研究套件包括存取包含 86 个表格和超过 39,000 个资料点的综合五年预测资料集。

调查指标如下：

  • CCaaS 总收入
  • 总流量

提供以下主要市场的流量指标：

  • 聊天机器人（基于应用程式和基于网路）
  • 电子邮件
  • OTT 讯息传递
  • RCS
  • 简讯
  • 视频
  • 音讯

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

  • 统计分析：您可以搜寻资料期间内所有地区和国家显示的特定指标。可以轻鬆修改图表并将其汇出到剪贴簿。
  • 国家资料工具：此工具可让您查看预测期间内所有地区和国家的指标。您可以使用搜寻栏缩小显示的指标范围。
  • 国家比较工具：您可以选择特定的国家进行比较。该工具具有汇出图表的功能。
  • 假设分析：透过五个互动式情境将预测指标与您自己的假设进行比较。

竞技排行榜报告

竞争排行榜报告对 CCaaS 领域的 18 家领先供应商进行了深入评估和市场定位。

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

目录

市场趋势/策略

第一章 重点与策略建议

  • 要点和策略建议
  • 要点
  • 策略建议

第二章 CCaaS：未来市场展望

  • CCaaS：简介
  • 对话体验
  • CCaaS 中的 AI
    • 人工智慧在客户体验的应用
    • 座席体验中的人工智慧
      • i.多代理编排
    • CCaaS 中的 AI 监管
  • 整合平台
  • 分析和 CDP
  • 全通路互动
  • 使用物联网的客户服务
  • CCaaS技术分类
    • 声音
    • 简讯
    • RCS
    • OTT
    • 视频
    • 聊天机器人
      • 网路为基础的聊天机器人
      • 基于应用程式的聊天机器人
    • 电子邮件

第 3 章 CCaaS 市场区隔评估

  • 市场区隔评估：简介
    • 银行和金融
    • 零售/电子商务
    • 医疗保健
    • 饭店与旅游
    • 製造
    • 媒体与娱乐

第四章：国家准备指数

  • 国家准备指数：简介
  • 市场聚焦
    • 北美
    • 西欧
    • 印度
  • 不断成长的市场
        孟加拉
      • 阿根廷
      • 中国
    • 市场饱和
    • 新兴市场

    竞技排行榜

    第 1 章 Juniper Research 竞争排行榜

    第二章 供应商简介

    • CCaaS 供应商资料
      • 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
    • 限制和解释

    数据和预测

    第一章市场预测及要点

    • 订阅 CCaaS 服务的公司总数
    • CCaaS 平台总收入

    第二章：CCaaS 语音市场

    • CCaaS 联络中心的语音通话总数

    第三章：行动讯息市场

    • 研究方法
    • CCaaS 平台处理的 P2A SMS 总流量
    • CCaaS 联络中心处理的 P2A RCS 流量总量
    • CCaaS 联络中心处理的 P2A OTT 总流量

    第四章：聊天机器人市场

        CCaaS 聊天机器人市场预测：基于 Web 的聊天机器人
          CCaaS 聊天机器人市场预测：基于应用程式的聊天机器人
        • CCaaS 联络中心处理的聊天机器人讯息总数

        第五章视讯市场

        • CCaaS 联络中心的视讯通话总数

        第六章：CCaaS 电子邮件市集

        • CCaaS 联络中心的电子邮件总流量
简介目录

'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