Revenue generated by Contact Centre-as-a-Service (CCaaS) subscription services is set to rise significantly. The research, from Juniper Research suggests that these services will generate over $18 billion in revenue by 2028, a substantial increase from the $7.5 billion projected for 2023.

CCaaS is a cloud-based contact centre provided by Communication Service Providers (CSPs) and used by customer-facing enterprises. It centralises inbound omnichannel communications onto a single contact centre interface. The report suggests that the growing support for inbound communication channels, such as Rich Communication Services (RCS) and Over-The-Top (OTT) messaging apps, will be a key driver in the adoption of CCaaS subscription services.

To capitalise on this market growth, the report advises CCaaS players to differentiate themselves by implementing additional services over their platforms. The introduction of Customer Data Platforms (CDPs) and Workplace Engagement Management (WEM) platforms are identified as key technologies enabling CCaaS platforms to reduce data siloes between different communication platforms.

Elisha Sudlow-Poole, the report's author, is quoted as saying, 'As CCaaS platforms are anticipated to handle 470 trillion interactions across technologies including SMS, RCS, chatbots, email and OTT messaging apps in 2024, CCaaS vendors must ensure frictionless communication, which can only be achieved by introducing solutions to reduce the friction data sharing between services.'

The report further recommends CCaaS vendors to take a strategic approach to development, distinguishing between which value-added services are built in-house and which can be delivered through APIs and/or third-party partners.