The global contact centre service market will reach $16 billion in 2027

New Delhi, Aug 15 : The global contact centre as-a-service (CCaaS) markets revenue is expected to hit $15.6 billion by 2027, up from $4.

9 billion in the current year according to a report released on MondayThis staggering growth of 216 % is due to the variety of services that are offered in subscription-based models, which include advanced analytics tools, AI-powered chatbots, and personalized video solutions according to Juniper Research.CCaaS platforms are cloud-based services that provide the services required to manage a contact centre across numerous outbound and inbound communication channels "Enterprises will select their solution on the basis of depth of the value-added offerings offered.

Therefore vendors need to enhance the services they offer through their CCaaS platform to offer significant differentiation in an extremely aggressive market" the researchs author Elisha Sudlow-Poole.The three leading vendors in this market include Twilio, CM.com and Infobip.

Cloud-based communications company Twilio has developed a flexible CCaaS offering by allowing several OTT messaging applications as well as voice services.Twilio is the operator of the wildly popular two-factor authentication (2FA) provider Authy has this week identified 125 customers whose personal information was exposed in an attack on security.na.