1. INTRODUCTION
1.1. Market Overview
1.2. Market Definition
1.3. Scope of the Study
1.4. Market Segmentation
1.5. Currency
1.6. Assumptions
1.7. Base and Forecast Years Timeline
1.8. Key Benefits for the Stakeholders
2. RESEARCH METHODOLOGY
2.1. Research Design
2.2. Research Process
3. EXECUTIVE SUMMARY
3.1. Key Findings
3.2. Analyst View
4. MARKET DYNAMICS
4.1. Market Drivers
4.2. Market Restraints
4.3. Porter’s Five Forces Analysis
4.3.1. Bargaining Power of Supplier
4.3.2. Bargaining Power of Buyers
4.3.3. The Threat of New Entrants
4.3.4. Threat of Substitutes
4.3.5. Competitive Rivalry in the Industry
4.4. Industry Value Chain Analysis
5. CONTACT CENTER AS A SERVICE (CCAAS) MARKET BY SOLUTION
5.1. Introduction
5.2. Call Recording
5.3. Dialer
5.4. Customer Collaboration
5.5. Interactive Voice Response
5.6. Workforce Optimization
5.7. Others
6. CONTACT CENTER AS A SERVICE (CCAAS) MARKET BY SERVICE
6.1. Introduction
6.2. Integration and Deployment
6.3. Support and Maintenance
6.4. Training and Consulting
6.5. Managed Services
7. CONTACT CENTER AS A SERVICE (CCAAS) MARKET BY ENTERPRISE SIZE
7.1. Introduction
7.2. Small and Medium Enterprise (SMEs)
7.3. Large Enterprise
8. CONTACT CENTER AS A SERVICE (CCAAS) MARKET BY INDUSTRY VERTICAL
8.1. Introduction
8.2. BFSI
8.3. IT and Telecom
8.4. Hospitality
8.5. Government
8.6. Retail
8.7. Others
9. CONTACT CENTER AS A SERVICE (CCAAS) MARKET BY GEOGRAPHY
9.1. Introduction
9.2. North America
9.2.1. USA
9.2.2. Canada
9.2.3. Mexico
9.3. South America
9.3.1. Brazil
9.3.2. Argentina
9.3.3. Others
9.4. Europe
9.4.1. UK
9.4.2. Germany
9.4.3. France
9.4.4. Italy
9.4.5. Others
9.5. Middle East and Africa
9.5.1. Saudi Arabia
9.5.2. Israel
9.5.3. Others
9.6. Asia Pacific
9.6.1. Japan
9.6.2. China
9.6.3. India
9.6.4. South Korea
9.6.5. Indonesia
9.6.6. Thailand
9.6.7. Others
10. COMPETITIVE ENVIRONMENT AND ANALYSIS
10.1. Major Players and Strategy Analysis
10.2. Market Share Analysis
10.3. Mergers, Acquisitions, Agreements, and Collaborations
10.4. Competitive Dashboard
11. COMPANY PROFILES
11.1. Microsoft
11.2. Amazon Web Services, Inc.
11.3. Accenture
11.4. ALE International
11.5. Avaya LLC
11.6. Tata Communication Services Limited
11.7. Cisco
11.8. Genesys
11.9. 8x8, Inc.
11.10. Evolve IP, LLC.
11.11. Five9, Inc.
11.12. Enghouse Interactive