The study focuses on Contact Center as a Service (CCaaS). A Cloud Contact Centeror Contact Center as a Service is a comprehensive suite of tools, applications and cloud-hosted services for contact centers in large, small or medium scale organizations that require multiple communications channels, call routing, agent management and analytics. CCaaS help organizations overcome the challenges of communicating with their customers or clients in terms of efficiency, performance, as well as economic benefits.

Most of the CCaaSvendors offer CCaaS solutions with a pay-as-you-go model, where businesses pay exclusively for the solutions that are most likely to accelerate and support their organization. Businesses also get analytics to predict about thecustomers as well can make decisions about their CCaaS stacks based on consumer trends and demand.

Contact Center as a Service Market Segments in This Study

Contact Center as a Service Market, By Type

The market for CCaaS in dominated by Offshore Outsourcing in 2023. Offshore Outsourcing is expected to continue to hold the largest share of the Vietnam Contact Center as a Service accounting through 2030. Onshore Outsourcing market is expected to grow at the highest CAGR of 22.12% between 2023 and 2030.

Source: GlobalUnitedResearch Analysis

Contact Center as a Service Market, By Application

Contact centers have been extensively used in several industries to manage customer interactions over multiple channels such as telephone, web, chat, email, messaging apps, social media, text, fax, and traditional mail.Contact centers, using advanced technologies offer improved customer experience, greater efficiency and enhanced visibility.

Source: GlobalUnitedResearch Analysis

The market for contact center as a service in Vietnam was dominated by Telecom & IT sector accounting for 33% of the total Vietnam CCaaS market in 2023. Telecom & IT, BFSI, and Healthcare & Life Sciences are expected to account formajor markets through 2030. 

Contact Center as a Service Market, By Company

The market fo rcontact center as a service (CCaaS) is intensely competitive and scattered by several players in the space across the globe.North Americaaccounted for the major market.The market is very attractive at present and is served by several companies – well established CCaaS providers, several start-ups, and major contact center infrastructure providers entering into CCaaS through strategic acquisitions. Some of the vendors offering CCaaS solutions include, Five9, NICE, Aspect Software, TTEC, Cisco (BroadSoft), NewVoiceMedia (Acquired by Vonage), Avaya, Capgemini(Odigo), Talkdesk, 8x8 Inc., Serenova, Evolve IP, CenturyLink, Liveops Inc., Orange Business Services, Content Guru, Puzzel, BT, Vocalcom, RingCentral, Noble Systems, Nuance, Mitel, Telus, Bell Canada, ComputerTalk, IFS, SAP, Verizon, Bright Pattern Inc., and West, among others. At present, cloud represent about 15–20% of the total contact center infrastructure market and is likely to reach 50–60% by 2030.

Source: GlobalUnitedResearch Analysis

Contact Center as a Service Market, By Region

The market for CCaaS has been growing considerably over the years. North America has accounted for the largest market followed by Europe. The market for CCaaS in Asia-Pacific is growing significantly, especially in Japan, Philippines, China, India, Singapore, and Vietnam. The increasing deployment of cloud services from on-premise services, especially by large organizationsis expected to drive the market for CCaaS during the forecast period.

Source: GlobalUnitedResearch Analysis

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TABLE 1    VIETNAM CONTACT CENTER AS A SERVICE MARKET SEGMENTS IN THIS STUDY    9
TABLE 2    VIETNAM CONTACT CENTER AS A SERVICE MARKET SIZE GROWTH RATE, BY TYPE (2023-2025) (MILLION USD)    10
TABLE 3    MAJOR PROVIDERS OF ONSHORE OUTSOURCING    11
TABLE 4    MAJOR MANUFACTURERS OF OFFSHORE OUTSOURCING    11
TABLE 5    VIETNAM CONTACT CENTER AS A SERVICE MARKET SIZE GROWTH RATE, BY APPLICATION (2023-2025)    11
TABLE 6    VIETNAM CONTACT CENTER AS A SERVICE MARKET SHARE, BY APPLICATION IN 2023    12
TABLE 7    MARKET TOP TRENDS FOR CONTACT CENTER AS A SERVICE MARKET    16
TABLE 8    MARKET DRIVERS FOR CONTACT CENTER AS A SERVICE MARKET    16
TABLE 9    MARKET OPPORTUNITIES FOR CONTACT CENTER AS A SERVICE MARKET    17
TABLE 10    VENDORS MARKET CONCENTRATION RATIO IN VIETNAM (CR5 AND HHI)    18
TABLE 11    GLOBAL CCAAS VENDORS MARKET CONCENTRATION RATIO (CR5 AND HHI)    19
TABLE 12    MAJOR COMPANIES-REVENUE (USD MILLION) AND MARKET SHARE (%)    19
TABLE 13    MAJOR COMPANIES-REVENUE (USD MILLION) AND MARKET SHARE (%)    20
TABLE 14    VIETNAM CONTACT CENTER AS A SERVICE MARKET, BY TYPE (2023-2030) (MILLION USD)    21
TABLE 15    VIETNAM CONTACT CENTER AS A SERVICE MARKET SHARE, BY TYPE (2023-2030)    21
TABLE 16    VIETNAM CONTACT CENTER AS A SERVICE REVENUE, BY TYPE (2023-2030) (USD MILLION)    23
TABLE 17    VIETNAM CONTACT CENTER AS A SERVICE REVENUE, BY TYPE (2023-2030)    23
TABLE 18    VIETNAM CONTACT CENTER AS A SERVICE MARKET BY APPLICATION (2023-2030) (MILLION USD)    25
TABLE 19    VIETNAM CONTACT CENTER AS A SERVICE MARKET, BY APPLICATION (2023-2030) (MILLION USD)    25
TABLE 20    VIETNAM CONTACT CENTER AS A SERVICE MARKET SHARE, BY APPLICATION (2023-2030)    25
TABLE 21    VIETNAM CONTACT CENTER AS A SERVICE MARKET, BY APPLICATION (2023-2030) (MILLION USD)    27
TABLE 22    VIETNAM CONTACT CENTER AS A SERVICE MARKET SHARE, BY APPLICATION (2023-2030)    27
TABLE 23    GENESYS COMPANY DETAILS    28
TABLE 24    COMPANY DESCRIPTION AND BUSINESS OVERVIEW    29
TABLE 25    GENESYS CCAAS OFFERING    29
TABLE 26    GENESYS RECENT DEVELOPMENT    29
TABLE 27    FIVE9 COMPANY DETAILS    30
TABLE 28    COMPANY DESCRIPTION AND BUSINESS OVERVIEW    30
TABLE 29    FIVE9 CCAAS PRODUCT OFFERING    31
TABLE 30    FIVE9 RECENT DEVELOPMENT    31
TABLE 31    BROADSOFT COMPANY DETAILS    32
TABLE 32    COMPANY DESCRIPTION AND BUSINESS OVERVIEW    32
TABLE 33    CISCO  CCAAS PRODUCTS    32
TABLE 34    CISCO RECENT DEVELOPMENT    33
TABLE 35    MP TELECOM COMPANY DETAILS    33
TABLE 36    COMPANY DESCRIPTION AND BUSINESS OVERVIEW    33
TABLE 37    MP TELECOM CCAAS PRODUCT OFFERING    34
TABLE 38    MP TELECOM RECENT DEVELOPMENT    34
TABLE 39    AVAYA COMPANY DETAILS    35
TABLE 40    COMPANY DESCRIPTION AND BUSINESS OVERVIEW    35
TABLE 41    AVAYA CCAAS PRODUCT    35
TABLE 42    AVAYA RECENT DEVELOPMENT    36
TABLE 43    SUN IVY INTERNATIONAL INC. COMPANY DETAILS    36
TABLE 44    COMPANY DESCRIPTION AND BUSINESS OVERVIEW    36
TABLE 45    CARESOFT CCAAS PRODUCTS    37
TABLE 46    ANTBUDDY COMPANY DETAILS    38
TABLE 47    COMPANY DESCRIPTION AND BUSINESS OVERVIEW    38
TABLE 48    ANTBUDDY CCAAS PRODUCT    38
TABLE 49    MOBIFONECOMPANY DETAILS    39
TABLE 50    COMPANY DESCRIPTION AND BUSINESS OVERVIEW    39
TABLE 51    MOBIFONE CCAAS PRODUCT OFFERING    39
TABLE 52    VHT TELECOMMUNICATION COMPANY DETAILS    40
TABLE 53    COMPANY DESCRIPTION AND BUSINESS OVERVIEW    40
TABLE 54    VHT TELECOMMUNICATION CCAAS PRODUCT    40
TABLE 55    BASE BUSINESS SOLUTIONS COMPANY DETAILS    41
TABLE 56    COMPANY DESCRIPTION AND BUSINESS OVERVIEW    41
TABLE 57    SUN IVY INTERNATIONAL INC. COMPANY DETAILS    42
TABLE 58    COMPANY DESCRIPTION AND BUSINESS OVERVIEW    42
TABLE 59    CALLNOVO COMPANY DETAILS    42
TABLE 60    COMPANY DESCRIPTION AND BUSINESS OVERVIEW    43
TABLE 61    GLOBAL CCAAS MARKET, BY REGION 2023-2030 (MILLION USD)    44
TABLE 62    GLOBAL CCAAS MARKET SHARE BY REGIONS 2023-2030    44
TABLE 63    GLOBAL DIGITAL LENSES CONSUMPTION FORECAST BY REGIONS 2023-2025 (MILLION USD)    46
TABLE 64    MAJOR VENDORS OF CONTACT CENTER AS A SERVICE    49
TABLE 65    RESEARCH PROGRAMS/DESIGN FOR THIS REPORT    52
TABLE 66    KEY DATA INFORMATION FROM SECONDARY SOURCES    55
TABLE 67    KEY DATA INFORMATION FROM PRIMARY SOURCES    56
 
List of Figures

FIGURE 1    VIETNAM CONTACT CENTER AS A SERVICE MARKET SHARE, BY TYPE IN 2023    10
FIGURE 2    CONTACT CENTER AS A SERVICE REPORT YEARS CONSIDERED    13
FIGURE 3    VIETNAM CONTACT CENTER AS A SERVICE MARKET 2023-2030 (MILLION USD)    15
FIGURE 4    VIETNAM CONTACT CENTER AS A SERVICE MARKET 2019–2025 (MILLION USD)    15
FIGURE 5    VIETNAM CONTACT CENTER AS A SERVICE MARKET SHARE, BY TYPE (2023-2030)    22
FIGURE 6    VIETNAM CONTACT CENTER AS A SERVICE MARKET SHARE, BY TYPE IN 2023    22
FIGURE 7    VIETNAM CONTACT CENTER AS A SERVICE REVENUE SHARE, BY TYPE (2023-2030)    24
FIGURE 8    VIETNAM CONTACT CENTER AS A SERVICE MARKET SHARE, BY TYPE IN 2025    24
FIGURE 9    VIETNAM CONTACT CENTER AS A SERVICE MARKET SHARE BY APPLICATION (2023-2030)    26
FIGURE 10    VIETNAM CONTACT CENTER AS A SERVICE MARKET SHARE, BY APPLICATION (2023)    26
FIGURE 11    VIETNAM CONTACT CENTER AS A SERVICE MARKET SHARE BY APPLICATION (2023-2030)    27
FIGURE 12    GLOBAL CCAAS MARKET SHARE BY REGION 2023-2030    45
FIGURE 13    GLOBAL CCAAS MARKET SHARE, BY REGION IN 2023    45
FIGURE 14    GLOBAL CCAAS MARKET SHARE FORECAST, BY REGION 2023-2030    46
FIGURE 15    NORTH AMERICA CCAAS MARKET FORECAST 2019–2025 (MILLION USD)    46
FIGURE 16    EUROPE CCAAS MARKET FORECAST 2019–2025 (MILLION USD)    47
FIGURE 17    ASIA-PACIFIC CCAAS MARKET FORECAST 2019–2025 (MILLION USD)    47
FIGURE 18    REST OF THE WORLD CCAAS MARKET FORECAST 2023-2030 (MILLION USD)    48
FIGURE 19    SDMR METHODOLOGY FOR ESTIMATING THE MARKET DEMAND AND FORECAST    51
FIGURE 20    BOTTOM-UP AND TOP-DOWN APPROACHES FOR THIS REPORT    53
FIGURE 21    DATA TRIANGULATION    54

1. Report Overview
   • Study Scope
   • Key Market Segments
   • Players Covered
   • Market Analysis by Type
     • Global Contact Center as a Service Market Size Growth Rate by Type (2023-2030)
     • Onshore Outsourcing
     • Offshore Outsourcing
   • Market by Application
     • Global Contact Center as a Service Market Share by Application (2023-2030)
     • Telecom & IT
     • BFSI
     • Healthcare & Life Sciences
     • Government & Public
     • Retail & Consumer Goods
     • Others
   • Study Objectives
   • Years Considered
2. Global Growth Trends
   • Global Contact Center as a Service Market Size
   • Contact Center as a Service Growth Trends by Regions
     • Contact Center as a Service Market Size by Regions (2023-2030)
     • Contact Center as a Service Market Share by Regions (2023-2030)
   • Industry Trends
     • Market Top Trends
     • Market Drivers
     • Market Opportunities

3. Market Share by Key Players
   • Contact Center as a Service Market Size by Players
     • Global Contact Center as a Service Revenue by Players (2023-2030)
     • Global Contact Center as a Service Revenue Market Share by Players (2023-2030)
     • Global Contact Center as a Service Market Concentration Ratio (CR5 and HHI)
   • Contact Center as a Service Key Players Head office and Area Served
   • Key Players Contact Center as a Service Product/Solution/Service
   • Date of Enter into Contact Center as a Service Market
   • Mergers & Acquisitions, Expansion Plans
4. Breakdown Data by Type and Application
   • Global Contact Center as a Service Market Size by Type (2023-2030)
   • Global Contact Center as a Service Market Size by Application (2023-2030)
5. United States
   • United States Contact Center as a Service Market (2023-2030)
   • Contact Center as a Service Key Players in United States
   • United States Contact Center as a Service Market Size by Type
   • United States Contact Center as a Service Market Size by Application
6. Europe
   • Europe Contact Center as a Service Market (2023-2030)
   • Contact Center as a Service Key Players in Europe
   • Europe Contact Center as a Service Market Size by Type
   • Europe Contact Center as a Service Market Size by Application
7. China
   • China Contact Center as a Service Market (2023-2030)
   • Contact Center as a Service Key Players in China
   • China Contact Center as a Service Market Size by Type
   • China Contact Center as a Service Market Size by Application
8. Japan
   • Japan Contact Center as a Service Market (2023-2030)
   • Contact Center as a Service Key Players in Japan
   • Japan Contact Center as a Service Market Size by Type
   • Japan Contact Center as a Service Market Size by Application
9. Southeast Asia
   • Southeast Asia Contact Center as a Service Market (2023-2030)
   • Contact Center as a Service Key Players in Southeast Asia
   • Southeast Asia Contact Center as a Service Market Size by Type
   • Southeast Asia Contact Center as a Service Market Size by Application
10. India
    • India Contact Center as a Service Market (2023-2030)
    • Contact Center as a Service Key Players in India
    • India Contact Center as a Service Market Size by Type
    • India Contact Center as a Service Market Size by Application
11. Central & South America
    • Central & South America Contact Center as a Service Market (2023-2030)
    • Contact Center as a Service Key Players in Central & South America
    • Central & South America Contact Center as a Service Market Size by Type
    • Central & South America Contact Center as a Service Market Size by Application
12. Key Players Profiles (10 players)
    • Five9
      • Five9 Company Details
      • Company Description and Business Overview
      • Contact Center as a Service Introduction
      • Five9 Revenue in Contact Center as a Service Business (2023-2030)
      • Five9 Recent Development
    • inContact
      • inContact Company Details
      • Company Description and Business Overview
      • Contact Center as a Service Introduction
      • inContact Revenue in Contact Center as a Service Business (2023-2030)
      • inContact Recent Development
    • Talkdesk
      • Talkdesk Company Details
      • Company Description and Business Overview
      • Contact Center as a Service Introduction
      • Talkdesk Revenue in Contact Center as a Service Business (2023-2030)
      • Talkdesk Recent Development
    • Genesys
      • Genesys Company Details
      • Company Description and Business Overview
      • Contact Center as a Service Introduction
      • Genesys Revenue in Contact Center as a Service Business (2023-2030)
      • Genesys Recent Development
    • 8x8
      • 8x8 Company Details
      • Company Description and Business Overview
      • Contact Center as a Service Introduction
      • 8x8 Revenue in Contact Center as a Service Business (2023-2030)
      • 8x8 Recent Development
    • NewVoiceMedia
      • NewVoiceMedia Company Details
      • Company Description and Business Overview
      • Contact Center as a Service Introduction
      • NewVoiceMedia Revenue in Contact Center as a Service Business (2023-2030)
      • NewVoiceMedia Recent Development
    • Serenova
      • Serenova Company Details
      • Company Description and Business Overview
      • Contact Center as a Service Introduction
      • Serenova Revenue in Contact Center as a Service Business (2023-2030)
      • Serenova Recent Development
    • Connect First
      • Connect First Company Details
      • Company Description and Business Overview
      • Contact Center as a Service Introduction
      • Connect First Revenue in Contact Center as a Service Business (2023-2030)
      • Connect First Recent Development
    • Noble Systems
      • Noble Systems Company Details
      • Company Description and Business Overview
      • Contact Center as a Service Introduction
      • Noble Systems Revenue in Contact Center as a Service Business (2023-2030)
      • Noble Systems Recent Development
    • Cisco (BroadSoft)
      • Cisco (BroadSoft) Company Details
      • Company Description and Business Overview
      • Contact Center as a Service Introduction
      • Cisco (BroadSoft) Revenue in Contact Center as a Service Business (2023-2030)
      • Cisco (BroadSoft) Recent Development
    • Evolve IP
      • Evolve IP Company Details
      • Company Description and Business Overview
      • Contact Center as a Service Introduction
      • Evolve IP Revenue in Contact Center as a Service Business (2023-2030)
      • Evolve IP Recent Development
    • Nuance
      • Nuance Company Details
      • Company Description and Business Overview
      • Contact Center as a Service Introduction
      • Nuance Revenue in Contact Center as a Service Business (2023-2030)
      • Nuance Recent Development
    • Talkdesk
      • Talkdesk Company Details
      • Company Description and Business Overview
      • Contact Center as a Service Introduction
      • Talkdesk Revenue in Contact Center as a Service Business (2023-2030)
      • Talkdesk Recent Development
    • Genesys
      • Genesys Company Details
      • Company Description and Business Overview
      • Contact Center as a Service Introduction
      • Genesys Revenue in Contact Center as a Service Business (2023-2030)
      • Genesys Recent Development
    • NewVoiceMedia
      • NewVoiceMedia Company Details
      • Company Description and Business Overview
      • Contact Center as a Service Introduction
      • NewVoiceMedia Revenue in Contact Center as a Service Business (2023-2030)
      • NewVoiceMedia Recent Development
    • Content Guru
      • Content Guru Company Details
      • Company Description and Business Overview
      • Contact Center as a Service Introduction
      • Content Guru Revenue in Contact Center as a Service Business (2023-2030)
      • Content Guru Recent Development
    • Puzzel (Intelecom)
      • Puzzel (Intelecom) Company Details
      • Company Description and Business Overview
      • Contact Center as a Service Introduction
      • Puzzel (Intelecom) Revenue in Contact Center as a Service Business (2023-2030)
      • Puzzel (Intelecom) Recent Development
    • Orange Business
      • Orange Business Company Details
      • Company Description and Business Overview
      • Contact Center as a Service Introduction
      • Orange Business Revenue in Contact Center as a Service Business (2023-2030)
      • Orange Business Recent Development
    • Services
      • Services Company Details
      • Company Description and Business Overview
      • Contact Center as a Service Introduction
      • Services Revenue in Contact Center as a Service Business (2023-2030)
      • Services Recent Development
    • Capgemini
      • Capgemini Company Details
      • Company Description and Business Overview
      • Contact Center as a Service Introduction
      • Capgemini Revenue in Contact Center as a Service Business (2023-2030)
      • Capgemini Recent Development
    • BT
      • BT Company Details
      • Company Description and Business Overview
      • Contact Center as a Service Introduction
      • BT Revenue in Contact Center as a Service Business (2023-2030)
      • BT Recent Development

13. Market Forecast 2023-2030
    • Market Size Forecast by Regions
    • United States
    • Europe
    • China
    • Japan
    • Southeast Asia
    • India
    • Central & South America
    • Market Size Forecast by Product (2023-2030)
    • Market Size Forecast by Application (2023-2030)
14. Analyst's Viewpoints/Conclusions
15. Appendix
    • Research Methodology
      • Methodology/Research Approach
        • Research Programs/Design
        • Market Size Estimation
        • Market Breakdown and Data Triangulation
      • Data Source
        • Secondary Sources
        • Primary Source

A detailed comprehensive approach has been used while estimating the market. The market research estimation is preceded by market sizing and forecasting. The research starts with the collection of data i.e. secondary research (free databases, paid databases, company websites, trade data, production data, and journals, )and primary (expert interviews). A lot of primary interviews have been conducted with key vendors and leading players in the market. Spanning the entire value chain of an industry, the information has been collected right from the raw material supplier to the end users.

The markets have been analyzed demand side and supply side in order to generate the market data and forecast. The reports are delivered by expert analysts and market researchers that help clients in understanding the complete intricacies and nuances of demand side and supply markets. Various secondary sources, databases, directories such as Factiva, Hoovers, Bloomberg Businessweek, and OneSource are being used to analyze the market. Through secondary research, crucial information such major types, application, end-users, key companies, production, consumption, export, import, major developments, merger, acquisitions, cost, pricing information, new product development, value chain, supply chain, revenues, market share analysis, growth rates, key regions, drivers, restraints, opportunities, future prospects.

Expert interviews are being conducted with the primary respondents i.e. key market players, C-level, D-level executives of the key companies, subject matter experts (SMEs) to acquire and validate crucial quantitative and qualitative information, and future market prospects.

Research Approach

The top down and bottom up approaches, market modeling according to the topic, are some of the approaches undertaken. Once the data is collected, the findings are verified by in-house leading domain experts.

Supply side market is estimated by considering various factors such as capacity, cost margin, profit margin, disruptive technologies, policies, competition and government regulation. Demand side market is analyzed  by considering various customer expectation, end use trends, price, regional demands and trends, macro-economic factors and micro economic factors.

Key Data from Secondary Sources

• Coronavirus Disease 2019 (Covid-19) Impact Will Have A Severe Impact On Global Growth
• Covid-19 Impact: Global GDP Growth, 2023, 2024 And 2025 Projections
• Export, Import Data
• Production Data
• Revenues
• World Economic Outlook Projections
• Market Top Trends
• Technological Innovations
• Competition Analysis
• Porter's Five Forces Analysis
• Suppliers, 

Key Data From Primary Sources

• Validation of global production, consumption numbers
• Insights on market dynamics, i.e. the drivers, restraints, and opportunities of the Global Contact Center as a Service market
• Validation of the market segmentation done by product type, by technology and by geography
• Average retail prices of various product types and in the various countries
• Estimates and forecasts, in terms of volumes and revenues
• Key playing fields and winning-edge imperatives
• Competitive landscapes; key players in the market; strategic directives, and operational strengths
• Market size and forecast for key regions, countries in America, Asia-Pacific, Europe, and Rest of the World?
• Trends, market insights, and dynamics of surfactant market
• Supply chain references
• Future market estimations and expected growth rates