2023 Contact Center as a Service Worldwide Market Share Report

Published June 3, 2023

Price: $4,500

DMG Consulting’s 2023 Contact Center as a Service Worldwide Market Share Report is the primary resource for financial analysts, vendors, and companies who want to understand this sector’s competitive landscape, market share by revenue and seats, geographical breakdown, adoption rate, and current and projected total addressable market (TAM).

Authoritative and Comprehensive Analysis

This is DMG’s third annual edition of the Contact Center as a Service Worldwide Market Share Report, (formerly the Worldwide Cloud-Based Contact Center Infrastructure Market Share Report). This insightful and unparalleled analysis is based on DMG Consulting’s extensive coverage and rigorous analysis of the contact center as a service (CCaaS) sector for the past 15 years.

This Report captures and analyzes the activity of the vendors who sell a CCaaS platform, their recurring license revenue, associated professional services (implementation, integration, training, premium support) fees, and carrier services. It covers the 200 estimated competitors in the worldwide CCaaS market that sell a multi-tenant offering that is hosted in a client, vendor, or third-party data center, or a single-tenant software as a service (SaaS)-based offering.

The Report provides a discerning review of the trends impacting the rapidly growing and dynamic CCaaS market. 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. 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.

CCaaS Vendor Performance

The 2023 Contact Center as a Service Worldwide Market Share Report provides insights into the market’s performance in calendar year 2022 and provides a detailed analysis of the seat and revenue activity of 21 leading and contending CCaaS competitors: 8×8, Alvaria, Amazon Connect, Avaya, Bright Pattern, Cisco, Content Guru, Enghouse, Five9, Genesys, LiveVox, NEC, NICE CXone, Odigo, Puzzel, RingCentral, Salesforce, Telia ACE, Twilio, UJET, and Vonage.

Total Contact Center Seat Projections, Worldwide, 2022 Actual – 2027 Projected
2022 Worldwide CCaaS Market Share Analysis, by Vendor
2022 Worldwide CCaaS Revenue and Market Share, by Vendor
2022 CCaaS Revenue Analysis, by Category (recurring services, carrier services, and professional services) and Vendor
2022 CCaaS Revenue and Market Activity, by Geography and Vendor
Worldwide CCaaS Seat Adoption Rate and Projections, 2022 – 2027
Worldwide CCaaS Seats and Projections, 2022 – 2027
CCaaS Worldwide Total Addressable Market and Projections, 2022 – 2027

Executive Summary
Introduction
CCaaS Market Drivers and Inhibitors
DMG Consulting Research Methodology
- 4.1 Report Participation and Data Requirements
- 4.2 Role of Large and Notable Technology Vendors in the CCaaS Market
Information Sources and Methodology
- 5.1 Named and Concurrent Seats vs. Usage
- 5.2 What Counts as a CBCCI and CCaaS Seat
- 5.3 DMG Transparency
Report Scope: What is Included
Total Contact Center Market 5-Year Seat Projections, Worldwide, 2023 – 2027
- 7.1 Contact Center 5-Year Seat Projections, Worldwide, 2023 – 2027
2022 Cloud-Based Contact Center Infrastructure Market Share Analysis, Worldwide
- 8.1 CCaaS/CBCCI Seats and Market Share by Vendor, as of December 31, 2022
- 8.2 2022 Worldwide CCaaS Revenue and Market Share, by Vendor
- 8.3 2022 CCaaS Revenue Analysis by Category
- 8.4 2022 CCaaS Revenue and Market Activity, by Geography
Worldwide CCaaS Seat Adoption Rate and Projections, 2022 – 2027
- 9.1 CCaaS Seat Projections, Worldwide, 2022 Actual – 2027 Projected
- 9.2 CCaaS Seat Adoption Rate, Worldwide, 2022 Actual – 2027 Projected
CCaaS Worldwide Total Addressable Market, 2022 Actual – 2027 Projected

Table of Figures

Figure 1: Total Contact Center Seat Projections, Worldwide, 2022 Actual – 2027 Projected
Figure 2: Total Contact Center Seat Projections, Worldwide, 2022 Actual – 2027 Projected (Line Graph)
Figure 3: CCaaS Seats and Market Share by Vendor, as of December 31, 2022
Figure 4: 2022 CCaaS Seat Market Share
Figure 5: CCaaS Seats by Vendor, 2022 vs. 2021 Comparison
Figure 6: CCaaS Seat Trends by Vendor, 2020 – 2022
Figure 7: CCaaS Seat Trends by Vendor, 2020 – 2022 (Bar Chart)
Figure 8: 2022 CCaaS Revenue and Market Share by Vendor (Dollars in Thousands)
Figure 9: 2022 CCaaS Revenue Market Share
Figure 10: CCaaS Revenue by Vendor, 2022 vs. 2021 Comparison (Dollars in Thousands)
Figure 11: CCaaS Revenue Trends by Vendor, 2020 – 2022 (Dollars in Thousands)
Figure 12: CCaaS Revenue Trends by Vendor, 2020 – 2022 (Bar Chart; Dollars in Thousands)
Figure 13: 2022 CCaaS Revenue and Market Share by Category (Dollars in Thousands)
Figure 14: 2022 CCaaS Market Share by Category
Figure 15: Revenue by Category, 2022 vs. 2021 Comparison (Dollars in Thousands)
Figure 16: CCaaS Revenue Trends by Category, 2020 – 2022 (Dollars in Thousands)
Figure 17: CCaaS Revenue Trends by Category, 2020 – 2022 (Dollars in Millions)
Figure 18: 2022 CCaaS Revenue by Vendor and Category (Dollars in Thousands)
Figure 19: 2022 CCaaS Revenue by Vendor and Category (Dollars in Millions)
Figure 20: 2022 CCaaS Recurring Services Revenue and Market Share by Vendor (Dollars in Thousands)
Figure 21: 2022 CCaaS Recurring Services Market Share
Figure 22: 2022 CCaaS Carrier Services Revenue and Market Share by Vendor (Dollars in Thousands)
Figure 23: 2022 CCaaS Carrier Services Market Share
Figure 24: 2022 CCaaS Professional Services Revenue and Market Share by Vendor (Dollars in Thousands)
Figure 25: 2022 CCaaS Professional Services Market Share
Figure 26: 2022 CCaaS Revenue by Vendor and Geographic Region (Dollars in Thousands)
Figure 27: 2022 CCaaS Revenue by Vendor and Geographic Region (Dollars in Millions)
Figure 28: Summary of 2022 CCaaS Revenue and Market Share by Geographic Region (Dollars in Thousands)
Figure 29: 2022 CCaaS Market Share Summary by Geographic Region
Figure 30: Summary of CCaaS Revenue by Geographic Region, 2022 vs. 2021 Comparison (Dollars in Thousands)
Figure 31: CCaaS Revenue Trends by Geographic Region, 2020 – 2022 (Dollars in Thousands)
Figure 32: CCaaS Revenue Trends by Geographic Region, 2020 – 2022 (Dollars in Millions)
Figure 33: 2022 CCaaS North America Revenue and Market Share by Vendor (Dollars in Thousands)
Figure 34: 2022 CCaaS North America Market Share
Figure 35: 2022 CCaaS Europe/Middle East/Africa Revenue and Market Share by Vendor (Dollars in Thousands)
Figure 36: 2022 CCaaS Europe/Middle East/Africa Market Share
Figure 37: 2022 CCaaS Asia/Pacific Revenue and Market Share by Vendor (Dollars in Thousands)
Figure 38: 2022 CCaaS Asia/Pacific Market Share
Figure 39: 2022 CCaaS Rest-of-World Region Revenue and Market Share by Vendor (Dollars in Thousands)
Figure 40: 2022 CCaaS Rest-of-World Region Market Share
Figure 41: CCaaS Seat Projections, Worldwide, 2022 Actual – 2027 Projected
Figure 42: CCaaS Seat Projections, Worldwide, 2022 Actual – 2027 Projected (Line Graph)
Figure 43: CCaaS Seat Adoption Rate Projections, Worldwide, 2022 Actual – 2027 Projected
Figure 44: CCaaS Adoption Rate Projections, Worldwide, 2022 Actual – 2027 Projected (Line Graph)
Figure 45: CCaaS Total Addressable Market Projections, Worldwide, 2022 Actual – 2027 Projected (Dollars in Thousands)
Figure 46: Worldwide CCaaS Total Addressable Market Projections, 2022 Actual – 2027 Projected

2023 Contact Center as a Service Worldwide Market Share Report

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