Twilio, CM.com, Infobip Rank High in CCaaS, New Study Reveals

Contact center-as-a-service (CCaaS) market revenue will grow by a record 216% by 2027. That’s according to a new study by Juniper Research. Revenue will reach $15.6 billion just five years from now, up from $4.9 billion in 2022. Subscription-based models, including advanced analytics capabilities, AI‑enabled chatbots and personalized video solutions will spur this growth, the researchers said.

Juniper Research’s Elisha Sudlow-Poole

Elisha Sudlow-Poole is a research author on the study.

“Offering unique innovative services is not enough to stand out in the market,” she said. “Enterprises will choose their preferred solution based on the comprehensiveness of the value-added services available. As a result, vendors must look to expand the solutions offered via their CCaaS platform to provide crucial differentiation in a highly competitive market.”

The authors noted that three vendors CCaaS platforms came out on top. They evaluated the vendors for their depth and breadth of offerings, service innovation and futures prospects.

Twilio ranked No. 1 for its flexible CCaaS product offering by supporting multiple OTT messaging applications and voice services. Juniper Research associates said they commended Twilio on its intelligent routing and performance‑tracking capabilities. These are key in supporting enterprise adoption of omnichannel communications strategies, they said.

CM.com and Infobip ranked second and third, respectively.

Rise of Social Media

The research also predicted that social media platforms, such as Instagram and Facebook, will be very important ways for enterprises to interact with customers in the future. Researchers urged CCaaS vendors to integrate inbound communications from these channels into their solutions immediately to provide the maximum reach to end users for CCaaS clients. Offering omnichannel functionality will enable CCaaS vendors to strengthen product portfolios. They said it mirrors the success of the communications platform-as-a-service (CPaaS) ecosystem.