A new study from Juniper Research predicts that Contact Centre-as-a-Service (CCaaS) subscription services will generate over $10 billion in subscription revenue in 2025, rising to $18 billion by 2028. This represents a growth of 76% in the CCaaS sector. The report anticipates that CCaaS revenue will rise 21% between 2024 and 2025, but this growth rate is expected to plateau in the three years following. The plateau is anticipated due to a predicted reduction in service innovation and oversaturation of service providers, caused by the consolidation of Software-as-a-Service (SaaS) platforms.

CCaaS is a cloud-based contact centre provided by Communication Service Providers (CSPs) and used by customer-facing enterprises. The report notes that much of the recent movement in the CCaaS market has been focused on company mergers and acquisitions, as service providers aim to develop an all-in-one SaaS platform. The entry of many SaaS conglomerates including Microsoft and Amazon Web Services (AWS) into the contact centre services sector has increased saturation in the CCaaS market.

Elisha Sudlow-Poole, the research author, said, "'By promoting these product innovations, CCaaS will cater to marketing, sales and service intelligence business teams to provide a differentiated end-to-end service platform.'" The report recommends CCaaS vendors prioritise service innovation, including workforce engagement management and customer data platforms to reduce data siloes, and co-browsing and interactive calling initiatives to promote branded communications.

Juniper Research has provided market intelligence and advisory services to the global telecommunications sector for two decades.