CCaaS is a booming business. A recent report from Fortune Business Insights revealed the global contact centre as a service market size was valued at $3.07billion in 2019. In six years time, it is expected to reach $10.06billion.
It’s of course expected. Businesses are catching on to how important CX is and how happy customers will drive loyalty, powering the brand for years to come. Grandview Research says that contact centre software will reach a value of $72.3 billion by 2027.
The contact centre is an essential connection point between your customer and company. Knowing how to leverage this technology to your advantage ensures that you can access happier clients, better word of mouth, and improved revenue.
Contact centre as a service combines all the benefits of a reliable contact centre, with the flexibility and diversity of the cloud.
But what sectors are the winners and losers when it comes to CCaaS? We take a look.
Financial services
Banks are essentially playing a catch-up game with the rest of the world in terms of CCaaS. Reasons for this is the COVID-19 pandemic and the battle they have has on their hands in migrating their security procedures to remote production operations. But with the Financial Conduct Authority now demanding banks record their calls from remote working environments, to boost security.
Healthcare
In a scenario similar to banks, healthcare customers get privacy-compliant communication as one feature of CCaaS. CCaaS is being more commonly used with the COVID-19 pandemic, with patients and results in increased satisfaction, improved access to care, greater scheduling, speed and above all – convenience.
Retail
Yes, many shops have and sadly, will remain closed as the planet grapples with the pandemic and its after effects. But the large majority continue to trade online. With this in mind, like many other industries the retail sector is being powered widely with the use of omni-channels. Omni-channel communications is a vital first step towards delivering the digital experience that today’s customers want and expect, to drive loyalty through an impressive customer experience.
