​​Frost Radar™ Report

European Contact Center as a Service Market in 2021

In 2020, the European CCaaS market attained €920.1 million in revenue, representing a 31.7% increase from 2019. What are the perspectives of the market and what innovations to expect from CCaaS vendors in the upcoming 5 years – find out in this report.

In this report you’ll learn:

✅ The state of CCaaS market in Europe in 2021

✅ The forecasts for the market until 2026

✅ European CCaaS companies overview and comparison

✅ What makes LeadDesk stay above the market’s average over the last few years

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The European CCaaS market comprises more than 150 vendors. These vendors offer solutions to companies across a broad range of verticals, including financial services, healthcare, public sector, energy and utilities, retail, education, and insurance.

Learn how different vendors compare to each other and why LeadDesk stays above the market average. 

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Contact Center as a Service (CCaaS) market in 2022

In recent years, cloud-based technology designed for contact centers has become more robust, offering access to all of the features that on-premise solutions provide but with the added benefit of being hosted over the Internet.

The COVID-19 has pushed contact centers in Europe to embrace the work-at-home-agent modality and move employees out of offices to their homes. For example, by the end of 2020 68.8% of the outsourced contact center agents serving European companies were working remotely.

Such a big variations in demand for several services during 2020 required scalable, customizable and fast-to-implement cloud solutions. And CCaaS vendors quickly responded to these remote working needs.

In 2022 customers demand cloud-based contact center solutions that guarantee security and privacy, flexible deployment options, 24/7 availability, intuitive interfaces, and advanced integration capabilities.

The increased demand for cloud contact center solutions, together with grown market competition, has led to cloud-to-cloud migration. Nowadays, over 1/3 of CCaaS providers customers already had another CCaaS solution in place.

CCaaS growing environment

In 2020, the European CCaaS market attained €920.1 million in revenue, representing a 31.7% increase from 2019. This solid performance was due to increased sales worldwide, but especially in Germany at 35.3% and the rest of Europe region at 34.6%. By 2026 the market s projected to grow by 17.2% in compound annual growth rate.

The European CCaaS market comprises more than 150 vendors of varying size. These vendors offer solutions to companies and organization across a different industries, with financial services, healthcare, public sector, utilities, retail, education, and insurance among the most prominent.

In contrast with other regions (such as North America, LATAM, and APAC), the European public sector is one of the most promising verticals for CCaaS vendors. In 2020, the growth of the European public sector CCaaS was further boosted by the high demand for vaccination campaign support and pandemic-related citizen services, including new hotlines.

Providers must prepare to compete in a high-intensity environment. Vendors should consider elevating the quality and the delivery of their managed and professional services, offering a full stack of enterprise-grade solutions and creating tailored value propositions for clients, leveraging global best practices and local expertise.


This was a brief review of ​​Frost Radar™ Report on CCaaS market. Download the full report by clicking here.

LeadDesk as part of CCaaS market

A world-class solution

LeadDesk positions itself as a midsized player with a world-class solution. The company serves both SMBs and Enterprise organizations from different industries.

Growing and reliable

LeadDesk’s growth has been above the market’s average over the last few years. The company features modern solutions for outbound sales, omnichannel support and AI automation.

Bringing innovation

LeadDesk gives customers a wide range of advanced capabilities that leverage analytics, self-service, and automation technologies for contact centers.