Global CCaaS industry to hit US$15.1Bn by 2028

LONDON, ENGLAND — The Global Contact Center as a Service (CCaaS) market is estimated to reach a valuation of US$15.1 billion by 2028, registering a compound annual growth rate (CAGR) of 18.0% between 2022-2029.

According to a report by Brandessence Market Research, the CCaaS industry is driven by an increasing number of global enterprises, the booming e-commerce sector, and widespread technological advancements. 

Remote work, R&D investments, and industrialization are adding momentum to the progression of this business vertical. 

The escalating demand for cloud computing solutions, coupled with the rising focus on customer experience (CX) and rapid digitalization, is also creating lucrative opportunities for the Global CCaaS market to prosper.

“Contact Center as a Service solutions boost the customer retention strategy of organizations by helping them to streamline their entire process with minimal human intervention,” the report stated.

Brandessence Market Research also emphasized that the reduced overall operational expenses and improved employee productivity draw companies to venture into the global Global (CCaaS) sector.