According to a report by Juniper Research, the revenue from contact centre-as-a-service (CCaaS) subscription services will rise from $7.5 billion in 2023 to $18 billion by 2028. This represents a growth of 110 per cent.
The report has predicted that growing support for inbound communication channels, such as rich communication services (RCS) and over-the-top (OTT) messaging apps, will drive the adoption of CCaaS subscription services and subsequently, subscription revenue.
The report further identified that the introduction of CDPs (customer data platforms) and WEMs (workplace engagement management platforms) as key technologies enabling CCaaS platforms will reduce data siloes between different communication platforms and further improve business performance and attract high-spending CCaaS enterprise users.
In addition, the report has recommended CCaaS vendors take a strategic approach to development by distinguishing between which value-added services are built in-house and which can be delivered through application programming interfaces (APIs) or third-party partners. This will ensure CCaaS capabilities remain competitive and can grow along with other established software-as-a-service (SaaS) markets, such as CPaaS (communication platform-as-a-service).
