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CCaaS demand set to hit $17.8bn by end of the decade

960 640 Stuart O'Brien

The Global Contact Centre as a Service (CCaaS) market is expected to generate $17.83 billion by the end of 2029, up from $4.73 billion in 2022.

The big prediction comes in a new report for ResearchAnMarkets, which says as businesses increasingly embrace digital technologies and channels, there’s a growing need to modernise their contact centre operations.

CCaaS solutions provide the flexibility to adapt to these changes, enabling businesses to meet customer expectations in a digital-first world.

During the forecast period, 2024-2029, Global Contact Centre as a Service is expected to expand at a CAGR of 19.28%. The growing population, as well as the growing urbanisation rate, are driving up the market.

CCaaS allows companies to scale their contact centre operations up or down easily. This flexibility is crucial in industries with fluctuating call volumes, such as retail during the holiday season or healthcare during a public health crisis. Traditional on-premises contact centre systems can be expensive to set up and maintain. CCaaS solutions eliminate the need for significant upfront investments and reduce ongoing operational costs. Organisations pay for the services they use on a subscription or pay-as-you-go basis.

The rise of remote work and hybrid work models, accelerated by the COVID-19 pandemic, has created a need for cloud-based communication solutions. CCaaS platforms enable agents to work from anywhere with an internet connection, ensuring business continuity and flexibility.

Integration capabilities are a crucial driver of the CCaaS market. CCaaS solutions can easily integrate with customer relationship management (CRM) systems, enabling agents to access customer data and history, resulting in more personalized interactions. CCaaS platforms are increasingly incorporating AI and automation to enhance customer service. Chatbots, virtual assistants, and predictive analytics can handle routine inquiries, freeing up human agents to focus on more complex tasks.

The Americas, comprising North, Central, Latin, and South America, represents a significant market for Contact Centre as a Service Offering. With increasing regulatory requirements around data security and privacy (e.g., GDPR, CCPA), CCaaS providers are enhancing their offerings to ensure compliance. This is particularly important for industries like healthcare and finance.

Photo by ThisisEngineering RAEng on Unsplash

The Rise of Contact Centre as a Service (CCaaS): Flexibility hosted in the cloud

960 640 Stuart O'Brien

Contact Centre as a Service (CCaaS) represents a paradigm shift from traditional, on-premise contact centres to cloud-based solutions. Offering flexibility, scalability, and advanced technological capabilities, CCaaS has rapidly gained traction among businesses seeking to enhance their customer service experience.  With CCaaS demand set to reach £19.8bn by 2031, let’s explore its implications for businesses and customer service delivery…

1. Transition to Cloud-Based Solutions

The most defining feature of CCaaS is its cloud-based nature. Unlike traditional contact centres that require substantial on-site infrastructure and hardware, CCaaS operates on the cloud. This shift has enabled businesses of all sizes to access state-of-the-art contact centre technology without the need for significant upfront investment in physical infrastructure.

2. Enhanced Flexibility and Scalability

CCaaS offers unparalleled flexibility and scalability. Businesses can easily scale their operations up or down based on demand, a feature particularly valuable in handling seasonal fluctuations in customer service inquiries. This scalability ensures that businesses pay only for what they use, making CCaaS a cost-effective solution.

3. Integration of Advanced Technologies

CCaaS platforms often integrate advanced technologies such as AI, machine learning, and data analytics. These technologies enable features like intelligent call routing, automated customer service bots, and real-time data analytics. As a result, businesses can offer more personalised and efficient customer service experiences.

4. Remote Working Capabilities

The COVID-19 pandemic has underscored the need for remote working capabilities. CCaaS inherently supports a distributed workforce, allowing customer service agents to operate from any location with internet access. This flexibility has been crucial in ensuring business continuity during periods of lockdown and social distancing.

5. Focus on Customer Experience

CCaaS solutions are designed with a strong focus on enhancing customer experience. They offer various channels of communication, including voice, email, chat, and social media, all integrated into a single platform. This omnichannel approach ensures a seamless and consistent customer experience across different touchpoints.

6. Compliance and Security

With data protection being a paramount concern, CCaaS providers in the UK are committed to compliance with regulations such as GDPR. Cloud-based solutions offer robust security measures, including data encryption and secure data storage, ensuring that customer information is protected.

7. Rapid Adoption and Growth

The adoption of CCaaS has grown rapidly in the UK, with businesses across sectors recognising its benefits. The flexibility, cost-effectiveness, and advanced capabilities of CCaaS make it an attractive proposition for businesses looking to stay competitive in a digital-first world.

The emergence of CCaaS represents a significant development in the UK’s customer service sector. By offering cloud-based flexibility, integration of advanced technologies, support for remote work, enhanced customer experience, and robust security, CCaaS solutions are transforming how businesses approach customer service. As technology continues to evolve, the role of CCaaS in shaping customer service strategies is set to become even more prominent.

CCaaS demand to push market to $19.8bn by 2031

960 640 Stuart O'Brien

The Contact Center as a Service (CCaaS) market was worth $4.3 billion in 2021, and is estimated to reach $19.8 billion by 2031, growing at a CAGR of 16.8% between 2022 and 2031.

That’s according to a new report published by Allied Market Research, Contact Center as a Service (CCaaS) Market, which says the automatic call distribution segment was the highest revenue contributor to the market, worth $854.7 million in 2021, and is estimated to reach $3,321.7 million by 2031, with a CAGR of 14.7%.

In short, the COVID-19 pandemic is anticipated to have a favourable effect on the contact centre as a service (CCaaS) business worldwide.

The demand for CCaaS has increased owing to increased feedback management, and suppliers cost associated with the setup of offline contact centres. Moreover, the growing decency upon Internet and digitalization globally started to deploy CCaaS solutions, and thus is expected to drive the growth of the Contact Center as a Service Market analysis post-pandemic.

Region-wise, North America holds a significant share in the global CCaaS market, owing to the presence of prime players in this region. In North America authorities have expressed a strong enthusiasm in implementing contact center cloud solutions. Major corporations that are committed to delivering superior customer service are widespread in the area, which boosts the growth of the market.

The collaboration to provide cloud-based contact center solutions to the Canadian market was announced on April 21, 2022 by Five9, Inc., a global provider of intelligent cloud contact centers, and Deloitte Canada, an independent company operating under the Deloitte name. Collaboration is anticipated to significantly improve customer experience as Five9 continues to expand its worldwide footprint and link the success of Deloitte Canada and Five9 with Canadian businesses to fulfil the rise in need for digital age networking and CCaaS.

Other key findings:-

  • The automatic call distribution segment was the highest Contact Center as a Service Market Share contributor, with $854.7 million in 2021, and is estimated to reach $3,321.7 million by 2031, with a CAGR of 14.7%.
  • The integration and deployment segment was the highest revenue contributor to the market, with $100.4 million in 2021, and is estimated to reach $798.5 million by 2031, with a CAGR of 23.1%
  • The large enterprise segment was the highest revenue contributor to the market, with $2,880.8 million in 2021, and is expected to continue its growth during Contact Center as a Service Market Forecast period.
  • North America was the highest revenue contributor, accounting for $2,378.8 million in 2021, and is estimated to reach $9,353.9 million by 2031, with a CAGR of 14.9%.
  • Asia-Pacific is estimated to reach $5,517.4 million by 2031, at a significant CAGR of 19.5%.

The key players profiled in the Contact Center as a Service Industry report include Accenture LLP, Alphabet Inc. (Google Corporation), Inc. (AWS), AT&T Inc., Cisco Systems, IBM Corporation, Microsoft Corporation, Orcale Corporation and SAP SE. Market players have adopted various strategies, such as product launch, collaboration & partnership, joint venture, and acquisition, to expand their foothold in the Contact Center as a Service (CCaaS) market.

Puzzel ranks top 3 among Frost & Sullivan’s European CCaaS providers

960 640 Stuart O'Brien

Puzzel has been ranked in the top 3 for European CCaaS providers for 2020 by Frost & Sullivan, highlighted for their innovative products, and the vigour with which they embrace new technology and megatrends.

Based on its analysis of 150 European CCaaS providers, the placement on the Radar confirms Puzzel as the challenger brand companies need to know when an original approach to customer experience is required to deliver business impact.

To find out more about the analysis and why Puzzel should be on your radar, download the full report.

COVID-19: A catalyst for change in the contact centre

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By Martin Taylor, Deputy CEO and Co-Founder, Content Guru

When COVID-19 caused mass lockdown across the UK, nearly every single organisation was required to send its employees home to work remotely, or face having to close business operations entirely. There is no escaping the monumental impact that COVID-19 is having and will continue to have on both individuals and businesses on a global scale.

From grandparents using Zoom for the first time, to legacy-reliant organisations modernising in the cloud, there is a huge wave of ‘digital acceleration’ building towards a ‘new-normal’. We are now seeing efficient remote working across industries that previously thought it impossible, as well as the clear environmental benefits resulting from this. Work-life balance may be somewhat strange, but employees are now being trusted more openly by their employers to work from home in an environment that suits their needs.

In light of this monumental shift to remote working and cloud-based technologies, the long-term effects of COVID-19 as a catalyst for change in all aspects of life will be profound, and one particularly strong instance of this can be found in the contact centre industry.

COVID-19 in the Contact Centre

The traditional contact centre environment – often characterised by its low-paid employees packed side-by-side into drab offices or warehouses under strict supervision – could be described as the mill of the modern age. While typically associated with a high employee churn rate, this environment is quite obviously a hotbed for spreading germs. The crowded spaces may make for unappealing working conditions during normal circumstances, but with the battle against COVID-19 firmly on the nation’s mind many contact centre agents now see their traditional working environment as a risky and dangerous place to be.

Social distancing measures have been in place for almost two months now. It is therefore surprising – if not shocking – to learn that research over this period has revealed many non-essential contact centres are still requiring agents to work in their offices on a daily basis. Undertaken by the University of Strathclyde, the research suggests only a third of contact centres now have social distancing measures in place, and half are still working face-to-face. When you consider that the majority (two thirds) of contact centre employees have asked to work from home and yet just four per cent of those requests have been granted, it seems likely that this is an industry not only taking a lackadaisical towards the pandemic, but one that is similarly uninterested in the wellbeing of its employees.

The dangers are real. More than 2,000 contact centre workers have answered the survey so far, reporting insufficient social distancing, multi-occupation workstations, poor sanitisation, and re-used headsets. On top of these poor practices, large on premise contact centres are potentially spreading germs through heating and ventilation systems in multiple open-plan offices. For an industry that employs around four per cent of the UK’s working population, these statistics paint a stark picture.

The time to innovate is now

It should be blatantly obvious that the contact centre of yesterday is not suitable for operation amidst the COVID-19 outbreak. However, looking beyond the pandemic, it is also suppressing the necessary evolution of the contact centre from a reactive centre of cost reduction, to a more proactive, value-driven engagement hub. Lifting these restrictions will provide the catalyst for the same digital acceleration we are now seeing across industries, while also empowering employees with the latest technologies, remote working capabilities, greater responsibilities, and more rewarding careers.

The contact centre industry employs more than a million UK workers, and this typically conservative, on-premise industry has faced a mammoth task of pivoting operations to react quickly and flexibly to the largely unforeseen pandemic. With cloud-based contact centre technologies leading the charge, organisations that have acted quickly to deploy remote working capabilities are now demonstrating to the industry as a whole how they can provide an excellent engagement experience for their customers, even under extremely strained circumstances.

Those organisations that have acted fast to move to a cloud-based technology platform are now breaking away from the pack. These are the architects of a revitalised industry, modernising in a post-pandemic world and rethinking how home agents can work in a liberated yet secure and supervised way – even in sensitive situations such as PCI-DSS-compliant card payments.

Beyond the pandemic

The influx of email notifications from service providers in all industries detailing a drop in contact centre service levels shows that many organisations still have some way to go. However, almost all will be taking action now and this will prove vital in the months and years ahead.

While the ‘new normal’, in which all businesses must operate, is certainly very different to the previous business landscape, the key issues and challenges facing the contact centre are the same. For those comfortably operating in the cloud and supporting secure remote working capabilities, the traditional challenges of reducing agent churn, managing learning and development and ensuring employee wellbeing will be far easier to overcome. COVID-19 has led many contact centre operators into an enforced proof of concept that will deliver them significant operational benefits in the long term. Those that were once scared or unsure about how to make the leap are quickly realising the benefits of a modern, cloud-based contact centre, remote workforce and a more environmentally-friendly industry.

Broken barriers

The pandemic has broken down barriers to innovation that blocked progress in the contact centre industry for decades. Agents across the country are comfortably performing their jobs in the same secure, compliant way as they would have in a physical office. Where there may have been a lack of trust around home working, the capabilities of cloud contact centre technology, such as real-time screen reporting and Quality Management for supervisors, have enabled contact centre managers to maintain complete visibility over their remote agents’ wellbeing and workload. Never has the call to innovate in the contact centre been more clearly heard than now.

This pandemic will change many things. For the contact centre, it will fundamentally alter the landscape forever – and for the better – marking the start of a more caring, efficient, agile and environmentally-responsible industry.

Discover a CCaaS solution built for The New Normal.

Coronavirus: CCaaS from Home

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By Content Guru

COVID-19 is spreading, and nobody knows how the situation is going to develop. Governments around the world are responding to the situation with bans on public gatherings and travel, and even quarantining whole cities.

The impact on business is already huge. Dozens of factories, schools, and offices around the world have closed, while conferences, meetings, and trips have been cancelled globally. Contact centres are especially exposed to this risk. Organisations planning their response need to look at two things – protecting their workers, and ensuring business continuity in the face of this threat.

How to Safeguard Continuity?

How do organisations not just operate, but thrive, in the face of this threat? Businesses responding to events like COVID-19 need to be one thing above all others – agile. They need to know that they are equipped to respond rapidly and appropriately to ongoing events, whether it is an outbreak like COVID-19, or a more common form of disruption like a power outage or severe weather.

Do your current disaster recovery protocols allow you to continue working after your office has been closed with little to no notice? How, in the face of adversity, do you deliver great experiences to your customers?

You need to provide your colleagues, and your customers, with continuity of service. In order to enable your organisation to rapidly move to distributed working models such as homeworking, you need to be backed by technology that offers that agility. Without the technology to back up your plans, your organisation risks having to cease operations as well as close your contact centre.

How We Can Help

Now is the time to act. Our award-winning CCaaS solution, storm®, gives contact centres the flexibility and, crucially, the speed that you need. Our cloud contact centre solution can be deployed in days and ready-to-use wherever your agents are, whether that’s in the contact centre or at home.

Due to its browser-based nature, all an agent or supervisor needs to carry on is an internet-enabled device, such as a laptop, and a headset. This means that your business can rapidly adapt in the face of disruption, and continue to provide your customers with great experiences. Content Guru can guide you through this process with a hybrid deployment, in which initially numbers and intelligent routing capabilities are moved to the cloud, whilst keeping the same familiar agent desktop. This deployment model acts as a stepping stone for organizations to rapidly move to a full CCaaS deployment as and when required.

Meanwhile, our scale means that even the largest contact centres can have a ready-to-go cloud contingency plan. Without significant investment, many on-premise contact centres are not set up to cater for all agents working from home. As storm is a true cloud solution, however, the location of the agent does not matter, and it can scale immediately in line with a rapid move to homeworking.

A concern many organizations have with a move to homeworking, especially one which has to be implemented relatively quickly, is in how they ensure standards remain high, and that they are able to continue their auditing and compliance monitoring. Our Quality Management tool set, storm SYMPHONY™, delivers screen recording and omni-channel recording through the cloud, while our reporting interface, VIEW™, ensures that your supervisors can continue to monitor the contact centre both historically and in real-time.

To find out more about how to implement an effective disaster recovery solution for your contact centre: