CCaaS Market to Surge by 1,074% in Mobile Messaging Traffic from 2025-2029: ResearchAndMarkets.com

The Contact Centre-as-a-Service (CCaaS) market is expected to see significant growth from 2025 to 2029, with mobile messaging traffic set to surge by 1,074%. The market will be driven by the demand for enhanced customer experience and the implementation of generative AI. The report covers key industry verticals, channels, and provides data and forecasts for traffic and future subscription revenue for CCaaS vendors. It also includes an analysis of 18 leading vendors in the CCaaS space.

The Contact Centre-as-a-Service (CCaaS) market is poised for significant growth from 2025 to 2029, with mobile messaging traffic expected to surge by 1,074% [1]. This substantial increase is driven by the rising demand for enhanced customer experience and the integration of generative AI into contact center services. The market is set to evolve significantly over the next five years, as highlighted in the recent report by ResearchAndMarkets.com.

The CCaaS market research suite provides a comprehensive analysis of the market, including key industry verticals such as banking and finance, healthcare, hospitality and travel, manufacturing, media and entertainment, and retail and eCommerce [1]. The report also offers a detailed breakdown of the key channels within the CCaaS market, identifying deployment opportunities and challenges for vendors. This includes a focus on conversational communications via over-the-top (OTT) messaging and rich communications services (RCS), as well as the integration of generative AI.

The report forecasts a substantial increase in traffic and subscription revenue for CCaaS vendors. According to the data, mobile messages to CCaaS contact centers are expected to rise from 40.5 billion in 2025 to 475.4 billion by 2029 [1]. This growth is not only driven by the adoption of AI but also by the increasing need for efficient and personalized customer service.

The market suite also includes an extensive analysis of 18 leading vendors in the CCaaS space, positioning them as established leaders, leading challengers, or disruptors and challengers. Vendors such as 8x8, Avaya, AWS, Cisco, and Salesforce are among those evaluated [1]. The report provides a competitive landscape, offering insights into each vendor's market performance, revenue, and future prospects.

The market trends and strategies report in the suite examines the CCaaS market landscape, assessing key trends and factors shaping its evolution. It delivers a comprehensive analysis of strategic opportunities for CCaaS providers, market challenges, and how stakeholders must navigate these [1]. This includes an evaluation of key country-level opportunities for CCaaS growth, with the Country Readiness Index.

Salesforce, Inc. (NYSE:CRM) has recently introduced Agentforce 3, the latest version of its digital labor platform designed to help businesses manage and scale AI agents more effectively. This upgrade includes enhancements focused on real-time observability, streamlined integration, and faster time to value, further strengthening Salesforce’s position in the CCaaS market [2]. The platform's growing adoption reinforces CRM's ability to drive subscription growth and deeper customer lock-in.

In conclusion, the CCaaS market is set for substantial growth, driven by the demand for enhanced customer experience and the implementation of generative AI. The ResearchAndMarkets.com report provides a valuable resource for stakeholders to understand this evolving market and capitalize on emerging trends and opportunities.

References:
[1] https://www.businesswire.com/news/home/20250630411902/en/Contact-Centre-as-a-Service-CCaaS-Market-Report-2025-CCaaS-Mobile-Messaging-Traffic-to-Surge-by-1074-from-2025-2029---ResearchAndMarkets.com
[2] https://sg.finance.yahoo.com/news/salesforce-crm-launches-agentforce-3-171607026.html