CCaaS: Vertical Analysis, Technology Opportunities & Market Forecasts 2022-2027

• 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.

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?

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.

• 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

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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.