Across the globe, many enterprise CIOs and CTOs have already deployed several use cases that deliver effective customer care applications through cloud-based contact center solutions. Today's contact centers allow customers to interact online with service representatives within an organization.
Historically, customers were only able to reach organizations via voice telephone calls. However, after legacy call centers developed into modern 'contact centers', this enabled customers to communicate via their preferred method online.
As companies continue to develop contact centers and invest in prominent technologies such as cloud services, contact centers began to adapt their architecture from on-premises to cloud-based solutions due to their increased flexibility, reliability, scalability, and security.
CCaaS Market Development
According to the latest worldwide market study by Juniper Research, the global Contact Center-as-a-Service (CCaaS) market revenue will reach $15.6 billion by 2027 -- that's rising from $4.9 billion in 2022.
This growth of 216 percent will be driven by the breadth of services offered within comprehensive subscription-based models -- including advanced data analytics capabilities, artificial intelligence-enabled chatbots, and personalized video solutions.
CCaaS platforms are cloud-based solutions that provide the online services required to run a contact center over multiple inbound and outbound communication channels.
Juniper Research assessed the leading CCaaS platforms and evaluated them on criteria such as depth and breadth of offerings, service innovation, and future innovation prospects.
According to the Juniper assessment, the top three vendors are Twilio, CM.com, and Infobip.
Twilio has built a flexible CCaaS product offering by supporting multiple over-the-top (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," said Elisha Sudlow-Poole, research analyst at Juniper Research.
As a result, vendors must look to expand the solutions offered via their CCaaS platform to provide crucial differentiation in a highly competitive market.
Outlook for CCaaS Applications Growth
The research predicted that social media platforms, such as Instagram and Facebook, will become an important medium for enterprises to interact with their customers in the future.
Juniper analysts 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 Communications Platform-as-a-Service (CPaaS) ecosystem providers.
That said, I believe adopting a cloud-based contact center solution may increase the security risk of customer data storage issues. And, due to the omnichannel nature of the CCaaS model, vendors will be expected to offer organizations suitable online security measures to protect data assets.