Avaya, Nice inContact Named Key Players in Fast-Growing CCaaS Market

See who else made the list and how big CCaaS is expected to grow.

Claudia Adrien

May 3, 2022

2 Min Read
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Avaya, Nice inContact and Microsoft are some of the companies impacted by a pending spike in the CCaaS market. Contact-center-as-a-service sales revenue should top $17.1 billion by 2030; that’s a compound annual growth rate (CAGR) of more than 18%. These are the findings from a new report by Grand View Research.

Businesses continue to adopt cloud-based contact centers because of benefits such as reduced integration, support and IT-related costs. Numerous companies are developing cloud contact centers to enhance functionality and flexibility for users.

Additionally, several CCaaS providers are entering into partnerships with communication companies to deploy contact center software and expand their reach. One example includes Talkdesk. In April 2021, the company announced a partnership with Welltel, a communication and IT company based in Ireland. Under the partnership, Welltel offers Talkdesk cloud contact center solutions to companies on the Emerald Isle.

As the pandemic continues, cloud-hosted contact centers continue to gain more traction. They provide better levels of reliability, availability and disaster recovery, Grand View notes. Also, agents can access the tools they need to perform the job from any place. Moreover, cloud-hosted contact centers provide better workforce elasticity for easily scalable solutions and faster deployment of new capabilities and technology solutions. However, increasing concerns about data security will likely hamper the market growth through 2030. CCaaS solutions handle huge data volumes and critical financial data of consumers, which could be at risk of malicious attacks.

“Key players” in CCaaS, as identified by Grand View Research, are Alcatel Lucent Enterprise, Avaya, Cisco, Enghouse Interactive, Five9, Genesys, Microsoft, Nice inContact, SAP and Unify.

More Study Findings

  • Look for the customer collaboration segment to be strong through 2030. This is attributed to a bigger focus by businesses on offering enhanced customer satisfaction.

  • The outlook for managed services related to CCaaS is bright, says Grand View. There is an increasing need for monitoring IT operations, data backup and recovery, help desk support and security.

  • The same can be said for the SMB segment. Convenient service delivery and the low cost of investment related to CCaaS boosts its adoption across small and medium businesses.

  • In terms of verticals, consumer goods and retail should provide opportunity. The increasing use of online channels for buying consumer goods amid the COVID-19 pandemic should drive CCaaS demand in this sector.

  • Regionally, North America dominated in 2021 and should create more opportunity going forward. Asia Pacific should see the biggest growth thanks to the increasing industrial expansion and development in the emerging economies of the region.

Want to contact the author directly about this story? Have ideas for a follow-up article? Email Claudia Adrien or connect with her on LinkedIn.

About the Author(s)

Claudia Adrien

Claudia Adrien is a reporter for Channel Futures where she covers breaking news. Prior to Informa, she wrote about biosecurity and infectious disease for a national publication. She holds a degree in journalism from the University of Florida and resides in Tampa.

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