Demystifying Contact Center-as-a-Service (CCaaS): Customer Experience Management (CXM) Market Report 2021
Thematic Report

27 Aug 2021
by Shirley Hung, David Rickard, Sharang Sharma, Chhandak Biswas

In the past two decades, the application of cloud-based systems has evolved rapidly, driving many enterprises to move from an on-premise operating model to a cloud-supported operating model. In the Customer Experience Management (CXM) space, this has led to the inception of Contact Center-as-a-Service (CCaaS), an omnichannel cloud contact-center solution. CCaaS is a fast-growing market, with wide adoption across industries and flexibility in offering services for enterprises with varying levels of technological maturity. It has been a key enabler for end-to-end digital transformations, supporting the remote workforce and improving operational efficiencies.

Following the COVID-19 pandemic and the shift to a remote work setting, enterprises have realized the importance of adopting an agile technology infrastructure, which is location-agnostic, can be deployed quickly, and is less vulnerable to natural disasters. This trend of investing in technology infrastructure will continue even after the pandemic and presents a huge opportunity for the CCaaS market to grow and offer more customized solutions to enterprises.

In this research, we present a detailed view of the Contact Center as-a-Service (CCaaS) solution, along with a comprehensive picture of service providers and their CCaaS offerings.


  • All industries and geographies
  • The assessment is based on interactions with leading CCaaS technology vendors, CXM service providers, and other firms in the market


This report examines:

  • CCaaS and its impact on customer experience and agent experience
  • Core components of CCaaS and how CCaaS differs from other solutions in the market
  • The business case for CCaaS adoption
  • Methodology to operationalize CCaaS
  • The CCaaS provider landscape
  • Future outlook for CCaaS


Customer Experience Management (CXM) Services, including Contact Center Outsourcing

Sourcing and Vendor Management


Page Count: 48