What Are the Essential Channels for CCaaS in 2025?
As businesses race to meet rising customer service expectations, Contact Centre as a Service (CCaaS) solutions are becoming the backbone of modern customer engagement. These cloud-based platforms enable companies to deliver consistent, responsive service across multiple channels - without the complexity of managing traditional infrastructure. With our latest research predicting the CCaaS market to grow significantly over the next five years, organisations across industries are increasingly adopting these tools to transform their support operations.
Here’s how six core communication channels are being used within CCaaS platforms today:
Voice calls
Voice remains a cornerstone of customer support, especially for complex or sensitive issues. CCaaS platforms enhance voice capabilities with features like intelligent call routing, real-time transcription, sentiment analysis, and seamless integration with CRM systems; giving agents the tools they need to resolve issues faster and more effectively.
SMS
For quick updates and time-sensitive notifications, SMS is a go-to channel. Businesses use it within CCaaS to confirm appointments, send payment reminders, share delivery updates, or initiate two-way customer support conversations; all in a format that’s familiar, direct, and widely accessible.
Still a preferred channel for more detailed or formal communication, email plays a vital role in CCaaS strategies. Integrated ticketing, automated follow-ups, and AI-powered response suggestions help teams manage high volumes of email without compromising quality or responsiveness.
OTT messages
Over-the-top (OTT) messaging apps like WhatsApp, Facebook Messenger, and WeChat have become essential for reaching customers where they already spend time. CCaaS platforms allow businesses to support these channels natively; making it easier to deliver real-time updates, support queries, and even transactional conversations in a secure and scalable way.
Chatbots
AI-powered chatbots are increasingly handling the first line of support; answering FAQs, directing users to relevant resources, and collecting information before routing to a live agent. When deployed through CCaaS platforms, chatbots can operate across web, mobile, and social channels, improving response times and freeing up human agents for more complex tasks.
Video calls
Video is gaining traction for support scenarios that require a more personal or hands-on approach - including remote consultations, onboarding, or technical troubleshooting. With video capabilities built into CCaaS platforms, agents can escalate to face-to-face interactions when needed, creating a more human and effective customer experience.
Source: Global CCaaS Market 2025-2029
Download the Whitepaper: Conversational Messaging: A New Era of CCaaS
Read the Press Release: CCaaS: AWS, Genesys, and NICE Top 2025 Competitor Leaderboard
Latest research, whitepapers & press releases
-
ReportOctober 2025Fintech & PaymentsDigital Identity Market: 2025-2030
Juniper Research’s Digital Identity research suite provides a comprehensive and insightful analysis of this market; enabling stakeholders, including digital identity platform providers, digital identity verification providers, government agencies, banks, and many others, to understand future growth, key trends, and the competitive environment.
VIEW -
ReportOctober 2025Telecoms & ConnectivityTravel eSIM Market: 2025-2030
Our comprehensive Travel eSIMs research suite comprises detailed assessment of a market undergoing rapid growth. It provides insight into how travel eSIM providers can differentiate their services to maximise success in the market over the next two years.
VIEW -
ReportOctober 2025IoT & Emerging TechnologyDirect to Satellite Market: 2025-2030
Juniper Research’s Direct to Satellite research suite provides satellite providers, investors, and partners, such as Mobile Network Operators, with an extensive analysis and insights into the direct to satellite market.
VIEW -
ReportSeptember 2025Fintech & PaymentsInstant Payments Market: 2025-2030
Juniper Research’s Instant Payments research suite provides a wide-ranging and strategic analysis of this market; enabling stakeholders - from banks, infrastructure providers, regulators, and businesses - to understand future growth, key trends, and the competitive environment.
VIEW -
ReportSeptember 2025Fintech & PaymentsAnti-money Laundering Systems Market: 2025-2030
Our AML Systems research suite provides a detailed and insightful analysis of this evolving market; enabling stakeholders from financial institutions, law enforcement agencies, regulatory bodies and technology vendors to understand future growth, key trends, and the competitive environment.
VIEW -
ReportSeptember 2025Fintech & PaymentsA2A Payments Market: 2025-2030
Our A2A Payments research suite provides detailed analysis of this rapidly changing market; enabling A2A payments service providers to gain an understanding of key payment trends and challenges, potential growth opportunities, and the competitive environment.
VIEW
-
WhitepaperOctober 2025Fintech & PaymentsHow Digital Identity is Going Mainstream
Our complimentary whitepaper, How Digital Identity is Going Mainstream, assesses the trends that are moving digital identity to be increasingly popular, and challenges to digital identity growth.
VIEW -
WhitepaperOctober 2025IoT & Emerging TechnologyBeam Me Up: The Direct to Satellite Revolution
Our complimentary whitepaper, Beam Me Up: The Direct to Satellite Revolution, evaluates the future key services that satellite providers must offer in the direct to satellite market.
VIEW -
WhitepaperOctober 2025Telecoms & ConnectivityWhy Operators Are Launching Travel eSIMs in 2026
Our complimentary whitepaper, Why Operators Are Launching Travel eSIMs in 2026, examines the outlook of the travel eSIMs market over the next five years.
VIEW -
WhitepaperSeptember 2025Fintech & PaymentsFrom Detection to Prevention: The Next Era of Anti-money Laundering
Our complimentary whitepaper, From Detection to Prevention: The Next Era of Anti-money Laundering, examines the state of the AML systems market; considering the impact that a changing regulatory environment and a growing number of use cases is having on the market. Additionally, it includes a forecast summary of the total value of the AML systems market in 2030.
VIEW -
WhitepaperSeptember 2025Fintech & Payments3 Key Trends Driving Instant Payments
Our complimentary whitepaper, 3 Key Trends Driving Instant Payments, assesses how key trends are driving the evolution of the instant payments market, and which challenges these resolve. Additionally, it includes a forecast summary of the global transaction values via instant payment schemes by 2029.
VIEW -
WhitepaperSeptember 2025Fintech & PaymentsAscending-to-Ailing: The Deceleration of A2A Adoption
Our complimentary whitepaper, Ascending-to-Ailing: The Deceleration of A2A Adoption, examines the state of the A2A payments market; considering the impact of this payment method and how it is shaping the modern payments landscape through lower fees and enriched user experience.
VIEW
-
Fintech & Payments
eCommerce Market to Reach 440 Billion Transactions by 2030 Globally, With Emerging Markets and Agentic Commerce Set to Accelerate Growth
November 2025 -
Telecoms & Connectivity
OTT Business Messaging Traffic to Grow 45% Globally Over Next Two Years
October 2025 -
Fintech & Payments
Fraud Detection & Prevention Spending by Financial Institutions Reaches $21 Billion Annually
October 2025 -
Telecoms & Connectivity
Fraud Prevention APIs to Generate $5bn for Operators Globally by 2030, But Diversification of API Applications Needed
October 2025 -
Sustainability & Smart Cities
Smart Building Interoperability Frameworks to Drive $21bn Global Platform Spend Next Year
October 2025 -
Fintech & Payments
Digital Identity Market to Exceed $80 Billion by 2030 Globally, Accelerated by Regulation & Hybrid Strategies
October 2025