DMG Consulting Releases 2023 Contact Center as a Service Worldwide Market Share Report
CCaaS remains one of the fastest-growing sectors in the contact center technology market
Who: DMG Consulting LLC, a leading provider of contact center, back-office, and real-time analytics market research and consulting services
What: Releases 2023 Contact Center as a Service Worldwide Market Share Report
When: Today, 7 June 2023
Where: Available at the DMG Consulting online store
DMG Consulting LLC, a leading provider of contact center, back-office, and real-time analytics market research and consulting services, today released its 2023 Contact Center as a Service Worldwide Market Share Report. This Report provides a detailed analysis of the seat and revenue activity of 21 leading and contending CCaaS competitors and delivers comprehensive insights into the market’s performance in calendar year 2022. The Report also examines the business, market, and technology trends and challenges impacting the rapidly growing and dynamic CCaaS market.
The future of contact center technology is in the cloud. CCaaS vendors are leading the way with innovations driven by the needs of highly demanding enterprise clients striving to deliver a cost-effective and exceptional customer experience (CX) at scale. The fastest-growing CCaaS seat segments are omnichannel and digital. DMG estimates that more than half of today’s seats are voice-centric, but the rapid demand for digital support will change this during the next five years. Seat adoption is being fueled by many first-time customers realizing the potential of these innovative solutions. This includes some of the larger on-premise contact centers that have finally begun their migration to the cloud.
The CCaaS market is positioned to thrive and grow rapidly over the next 5 to 10 years. It has already attracted vendors from many IT sectors, including a few of the big tech companies – Amazon, Google, and Salesforce – as well as some notable technology companies like Zendesk and Zoom. An influential driver of this sector’s momentum is the expanding footprint of these platforms, which increasingly include workforce engagement management (WEM) applications and self-service capabilities.
However, as the market matures and begins its next act, it will undergo further transformation and consolidation. “Consumers are making their expectations and preferences for self-service and digital channels known, and leading vendors are now accepting that challenge with new AI-powered technologies,” said Donna Fluss, President of DMG Consulting. “Adding AI, including generative AI, to CCaaS solutions is opening the service world to transformative new approaches and previously unimaginable practical innovation that significantly benefits customers, employees, and enterprises.”
The Contact Center as a Service Worldwide Market Share Report provides an insightful analysis of the CCaaS market, based on DMG Consulting’s detailed evaluation of the sector for the past 15 years. The Report analyzes CCaaS market activity and provides 5-year projections. The Report features the 21 leading CCaaS vendors and takes into account approximately 179 other vendors as part of the total seat count and projections. It also explores how innovative CCaaS providers are expanding into workforce engagement management solutions, how artificial intelligence (AI) will shape the future, and the ever-increasing role of intelligent self-service and digital support.
To learn more about the Contact Center as a Service Worldwide Market Share Report, read the abstract, which includes the table of contents, or contact Deborah Navarra at firstname.lastname@example.org or 516-628-1098. To order your copy of the Report, visit dmgconsult.com.
About DMG Consulting LLC
DMG Consulting LLC provides expert guidance, industry reports, and primary research that guide the critical decisions made by businesses, technology providers, and investors in the dynamic and rapidly transforming contact center and back-office markets. Driving the strategic direction of the customer experience (CX) is at the core of DMG’s extensive consultation and collaboration with executives, leaders, and industry innovators. DMG’s methodologies and in-depth understanding of people, process, and technology create outstanding business outcomes and position organizations to deliver the next generation of customer and contact center experiences in an AI-driven digital world. Learn more at dmgconsult.com.