• Contact center as a service market is a cloud-based solution that enables companies to use the software of contact center providers.
• This service model offers customers various deployment options: public, private, hybrid and multi-cloud.
• Various delivery models such as Software as a Service (SaaS), Platform as a Service (PaaS) and Infrastructure as a Service (IaaS) can be implemented.
• Contact Center as a Service is a flexible option for many organizations because it offers scalability according to operational needs and the flexibility to only pay for the technology you need.
• Investments in Contact Center as a Service are small because organizations don’t have to worry about the model, operation, and maintenance.
• Using the solution significantly reduces capital and operational expenses and can serve more customers

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Technological advances for better customer experience are expected to drive the Contact Center as a Service (CCaaS) market

• Customers are becoming increasingly digitally conscious. Digitizing the customer experience helps deliver better services. This in turn enlarges the market. Digitization initiatives of various countries around the world are also driving the Contact Center as a Service (CCaaS) market.
• Technological developments are having a strong impact on the global Contact Center as a Service (CCaaS) market. Benefits such as faster service, better compliance management, flexibility and analytics service offered by Contact Center as a Service are expected to drive the large-scale adoption of Contact Center as a Service solutions around the world.

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Security concerns are likely to limit the Contact Center as a Service (CCaaS) market

• Security concerns related to the vulnerabilities of…