New research has pegged the European contact centre as a service (CCaaS) market at $1.79 billion in 2024, with CARG predicted to reach 20.7% for a market value of 8.03bn by 2032.
CCaaS is a software model that lets businesses use a provider’s contact centre solution. It routes customer interactions to call center agents and is usually cloud-based. This helps businesses to save on IT support costs by only buying the necessary technology.
The increasing popularity of cloud-based contact centre solutions, replacing traditional on-premise or hosted infrastructure, is contributing toward the Europe contact centre as a service market growth, according to the report Fortune Business Insights.
For instance, in May 2023, Genesys launched the Genesys Cloud EX solution, which engages, motivates, and empowers employees within the contact center space. With this launch, companies may increase engagement, performance, and trust with today’s digital workforce.
The COVID-19 pandemic caused a quick change in how contact centers operate, establishing a positive impact on the market. The fast implementation of the cloud contact center as a service solution allowed for adaptable and smooth contact center environments.
For instance, in May 2020, a U.K.-based healthcare service provider allowed about 2,000 contact center agents to work remotely from their homes using the inContact CXone platform patented by NICE in response to increased call volume due to the pandemic.
Furthermore, the report says Generative AI-powered chatbots have been making increasing waves since the launch of ChatGPT.
Large language models (LLMs) and generative artificial intelligence (gen AI) are increasingly used in contact centers to enhance customer service, streamline operations and increase efficiency. These advanced generative AI technologies enable natural language understanding, generation and context-aware interactions, leading to more effective customer communication.
Google Cloud Contact Center AI (CCAI) is an example of a platform that extensively uses this technology. By harnessing the power of LLMs and machine learning (ML), CCAI enables contact centers to enhance customer interactions, automate tasks, and deliver superior service.
Photo by Łukasz Łada on Unsplash
