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CCaaS Market to Grow by USD 7.58 Billion (2025-2029) with Rising Adoption of Cloud-Based Offerings Boosting the Market, Report on Market Evolution Powered by AI – Technavio

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NEW YORK, Feb. 5, 2025 /PRNewswire/ — Report on how AI is driving market transformation – The global ccaas market size is estimated to grow by USD 7.58 billion from 2025-2029, according to Technavio. The market is estimated to grow at a CAGR of 19.4%  during the forecast period. Increasing adoption of cloud-based offerings is driving market growth, with a trend towards growing demand for social interaction. However, increased risks related to data security and privacy  poses a challenge. Key market players include 3CLogic Inc., 8×8 Inc., Alvaria Inc., Atos SE, Avaya LLC, Capgemini Services SAS, China Huaxin Post and Telecom Technologies Co. Ltd., Cisco Systems Inc., Enghouse Systems Ltd., Evolve IP LLC, Five9 Inc., Genesys Telecommunications Laboratories Inc., Serenova LLC, Lumen Technologies Inc., Microsoft Corp., Mitel Networks Corp., NICE Ltd., Oracle Corp., RingCentral Inc., and SAP SE.

Key insights into market evolution with AI-powered analysis. Explore trends, segmentation, and growth drivers- View Free Sample PDF

CCaas Market Scope

Report Coverage

Details

Base year

2024

Historic period

2019 – 2023

Forecast period

2025-2029

Growth momentum & CAGR

Accelerate at a CAGR of 19.4%

Market growth 2025-2029

USD 7582.3 million

Market structure

Fragmented

YoY growth 2022-2023 (%)

16.8

Regional analysis

North America, Europe, APAC, South America, and Middle East and Africa

Performing market contribution

North America at 35%

Key countries

China, Japan, India, South Korea, France, Germany, Italy, UK, US, and Canada

Key companies profiled

3CLogic Inc., 8×8 Inc., Alvaria Inc., Atos SE, Avaya LLC, Capgemini Services SAS, China Huaxin Post and Telecom Technologies Co. Ltd., Cisco Systems Inc., Enghouse Systems Ltd., Evolve IP LLC, Five9 Inc., Genesys Telecommunications Laboratories Inc., Serenova LLC, Lumen Technologies Inc., Microsoft Corp., Mitel Networks Corp., NICE Ltd., Oracle Corp., RingCentral Inc., and SAP SE

Market Driver

The Contact Centre-as-a-Service (CCaas) market is thriving, with companies embracing advanced technology to enhance customer interactions and ensure business continuity. Key trends include AI and ML for improved customer experience, cloud contact centres for flexibility, and IT support features for seamless integration. Sensitive client data security is paramount, with focus on securing payment card details and health information. Automatic Call Distribution, Reporting and Analytics, Workforce Optimization, and Customer Collaboration are essential features. Telecom companies, SMEs, and Large Enterprises in sectors like Healthcare, Travel and Hospitality, Media and Entertainment, are adopting CCaas for IT and Telecommunications needs. Integration and deployment are simplified with Cloud based services, Software, and Managed Services. Data breach activity and security concerns persist, driving the need for Digital Twin Platforms and advanced security measures. Remote work and self-service bots are on the rise, with live interactions and customer feedback shaping the future of CCaas. Cutting edge technologies like AI-powered chatbots, Virtual Assistants, and SMS marketing are transforming customer experience. Automation technologies, including Automatic Call Distribution and AI-driven routing, streamline operations. Omnichannel support ensures consistent customer experience across all touchpoints. 

The integration of call centers with social media services is a growing trend in the business world. This approach allows companies to gain valuable insights and develop future products by separating potential social buyers from non-potential ones through social customer prediction. Engaging likely buyers and converting them into inquiries or further demand requirement process is the objective of social customer conversation. Analytics platforms are now being used to merge social data into their forecast models, enabling real-time analysis of social communications and a blend of keyword analysis and predictive algorithms. This innovative approach significantly enhances a company’s ability to understand and respond to customer needs in a timely and effective manner. 

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 Market Challenges

Contact center as a Service (CCaaS) market is growing rapidly, offering businesses advanced technology for managing customer interactions. However, challenges persist. Company continuity is crucial during disruptions, requiring reliable cloud contact centers with IT support features. Customer satisfaction hinges on AI and ML for personalized experiences, but security remains a concern, especially with sensitive client data like payment card details and health information. Automatic Call Distribution, reporting, and analytics, workforce optimization, and customer collaboration are essential for efficient operations. Integration and deployment can be complex, and data breach activity is a significant concern. Telecom companies, SMEs, and large enterprises in sectors like healthcare, travel and hospitality, media and entertainment face unique challenges. Remote work and self-service bots demand security. Cutting-edge technologies like digital twin platforms, automation, virtual assistants, and AI-powered chatbots offer solutions, but require careful implementation and management. SMS marketing is an additional consideration. Overall, the CCaaS market offers numerous benefits, but businesses must address these challenges for optimal success.Cloud-based call center software, or CCaaS, offers businesses a convenient and cost-effective solution for managing marketing operations. However, the transfer of confidential data to the cloud comes with risks. Organizations must ensure the cloud service provider offers security and reliability to mitigate the risk of data leaks. The dependence on cloud computing increases the potential for customer interaction and data manipulation by third parties, raising security and legal concerns. It is crucial for businesses to carefully evaluate the security measures and compliance of their CCaaS provider to protect sensitive customer information.

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Segment Overview 

This ccaas market report extensively covers market segmentation by  

ComponentSolutionsServicesEnd-userBFSIIT And TelecomConsumer Goods And RetailHealthcareOthersGeographyNorth AmericaEuropeAPACSouth AmericaMiddle East And Africa

1.1 Solutions- The solutions segment dominated the global CCaaS market in 2024, accounting for the largest market share. This growth can be attributed to the increasing adoption of CCaaS by businesses in industries like BFSI and retail. CCaaS solutions provide features such as call distribution, customer collaboration, and automated responses to efficiently manage and monitor client inquiries. These solutions route incoming calls to specific agents or departments within an organization, enhancing customer experience during high call volumes or agent availability. The expanding business presence and continuous improvement of solutions are anticipated to fuel the growth of the solutions segment, consequently driving the expansion of the global CCaaS market throughout the forecast period.

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Research Analysis

The Contact Centre as a Service (CCaaS) market is a rapidly growing segment of business technology, offering companies of all sizes the ability to manage customer interactions more effectively through cloud-based contact centre solutions. These systems enable company continuity, improving customer satisfaction by providing seamless, omnichannel experiences across voice, chat, email, and SMS. Advanced technologies like Artificial Intelligence (AI) and Machine Learning (ML) power features such as Automatic Call Distribution, Reporting and Analytics, Workforce Optimization, and Customer Collaboration. Sensitive client data, including payment card details and health information, are securely handled and protected. SMEs and Large Enterprises alike benefit from IT support features, automation technologies, and virtual assistants like AI-powered chatbots to streamline operations and enhance the customer experience. Cloud-based services and software solutions offer scalability, flexibility, and cost savings, making CCaaS an essential tool for businesses aiming to stay competitive in today’s market.

Market Research Overview

The Contact Centre as a Service (CCaaS) market is a dynamic and evolving industry focused on providing businesses with advanced communication solutions to manage and optimize customer interactions. CCaaS technology enables companies to deliver exceptional customer experiences across various channels, including voice, email, chat, and social media. Key features include automatic call distribution, reporting and analytics, workforce optimization, customer collaboration, and IT and telecommunications integration. Sensitive client data, such as payment card details and health information, are securely handled using cloud contact centres and IT support features. AI and ML are at the forefront of innovation, with applications in self-service bots, live interactions, and virtual assistants. The market caters to diverse industries like healthcare, travel and hospitality, media and entertainment, and SMEs to Large Enterprises. Integration and deployment are streamlined through cloud-based services and managed services. Data breach activity and security concerns are addressed through security measures and compliance with industry regulations. The market continues to evolve with cutting-edge technologies like digital twin platforms, automation technologies, and AI-powered chatbots, enabling businesses to provide seamless customer experiences and improve overall customer satisfaction.

Table of Contents:

1 Executive Summary
2 Market Landscape
3 Market Sizing
4 Historic Market Size
5 Five Forces Analysis
6 Market Segmentation

ComponentSolutionsServicesEnd-userBFSIIT And TelecomConsumer Goods And RetailHealthcareOthersGeographyNorth AmericaEuropeAPACSouth AmericaMiddle East And Africa

7 Customer Landscape
8 Geographic Landscape
9 Drivers, Challenges, and Trends
10 Company Landscape
11 Company Analysis
12 Appendix

About Technavio

Technavio is a leading global technology research and advisory company. Their research and analysis focuses on emerging market trends and provides actionable insights to help businesses identify market opportunities and develop effective strategies to optimize their market positions.

With over 500 specialized analysts, Technavio’s report library consists of more than 17,000 reports and counting, covering 800 technologies, spanning across 50 countries. Their client base consists of enterprises of all sizes, including more than 100 Fortune 500 companies. This growing client base relies on Technavio’s comprehensive coverage, extensive research, and actionable market insights to identify opportunities in existing and potential markets and assess their competitive positions within changing market scenarios.

Contacts

Technavio Research
Jesse Maida
Media & Marketing Executive
US: +1 844 364 1100
UK: +44 203 893 3200
Email: media@technavio.com
Website: www.technavio.com/

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HOUSING WORKS CHOSEN AS 2026 BENEFICIARY OF 45TH ANNUAL FRONT RUNNERS NEW YORK LGBTQ+ PRIDE RUN™ 4M

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JUNE 27 RACE IN CENTRAL PARK WILL RAISE FUNDS FOR HOUSING WORKS’ LIFESAVING SERVICES + ADVOCACY

NEW YORK, April 22, 2026 /PRNewswire/ — Housing Works is proud to announce that it was selected as the beneficiary of the 2026 Front Runners New York LGBTQ+ Pride Run™ 4M hosted by the Front Runners New York and nonprofit New York Road Runners. The iconic 4-mile running event, which kicks off Pride Weekend in NYC, will be held on June 27, 2026, in Central Park.

Since its inception in 1982, the Pride Run has raised more than $300,000 for LGBTQ+ nonprofits as the world’s largest pride charity run. Housing Works was chosen as this year’s beneficiary in recognition of its 35-year history of providing lifesaving healthcare, housing, and justice initiatives for vulnerable New Yorkers. To support this partnership, Housing Works will have a team of over 20 board members, staff, and clients participating in the race under this year’s theme: “Hearts in Motion: United in Every Stride.”

Although the race is sold out, charity bibs are still available. Runners can apply to raise $500 in support of the 2026 Front Runners New York LGBTQ+ Pride Run™4M beneficiary through Front Runners New York and receive a non-complimentary entry to the race.

“We deeply appreciate Front Runners New York in helping us with our fundraising efforts. In the early days, our evidence-based advocacy often met political resistance, making traditional donors hesitant to support our life-saving HIV/AIDS work. Nearly 40 years into the AIDS epidemic, we continue to face budget cuts and limited capital as government administrations shift,” said Matthew Bernardo, President of Housing Works, Inc. “However, the urgency of this fight drives us to innovate. Housing Works is proof that nonprofits can create real, measurable impact for those who need it most.”

“The Pride Run has always been a showing of the strength of our community. Supporting Housing Works this year feels especially meaningful at a time when unity is most needed. Together, every step adds to our shared momentum to support the incredible, lifesaving work that Housing Works provides to our community,” said J Solle, 2026 Front Runners New York LGBTQ+ Pride Run™4M Director.

“When this race began 45 years ago, many of our members faced risks just by signing up to run openly. Today, standing with thousands of runners who sold out this event in hours, we see how far we’ve come,” said Ryan Hallett, President of Front Runners New York. “But progress requires constant action. By partnering with Housing Works, we are honoring our history of activism and ensuring that our strides in Central Park support lifesaving housing and healthcare for the most vulnerable members of our community.”

“For more than 40 years, New York Road Runners has teamed up with Front Runners New York to host the LGBTQ+ Pride Run in celebration of this incredible community,” said Rob Simmelkjaer, New York Road Runners CEO. “Now a marquee event during Pride weekend in New York City, we’re excited to unite the running community once again and help raise awareness and funds for Housing Works’s critical work.”

What: The 2026 LGBTQ+ Pride Run

When: Saturday, June 27, 2026
            Race Start | 8AM

Where: Central Park

Website: https://frny.org/pride-run

For more information about Housing Works, visit housingworks.org. Follow Housing Works on Facebook and Instagram

About Housing Works:
For more than three decades, Housing Works has been at the forefront of the movement to end AIDS and homelessness and fight for the rights and dignity of some of the most marginalized populations. Housing Works was founded in 1990 as the housing committee of ACT UP and is now a leading provider of housing and lifesaving services to low-income individuals affected by HIV/AIDS and other chronic illnesses, including LGBTQ+ youth, the transgender community, immigrants, people experiencing substance use, and formerly incarcerated New Yorkers. Housing Works’ integrated healthcare, supportive housing portfolio, wraparound services, and relentless advocacy are supported by innovative social enterprise: nine Thrift Shops throughout Manhattan and Brooklyn, its iconic Bookstore & Cafe in Soho, and most recently, New York’s first adult-use dispensary. In the year ahead, amid challenging headwinds from the federal government, Housing Works continues to expand its services and fight for what is right for those who need our help the most, bridging communities in building a more compassionate and equitable world.

About Front Runners New York:
Front Runners New York (FRNY) is New York City’s LGBTQ+ running club. The club was founded in 1979 and has grown to over 1100 members annually. FRNY’s mission is to provide encouragement and support to LGBTQ+ adults and their supporters who are interested in running and running-related activities. FRNY has created a social running community focused on health and fitness that is welcoming to all New Yorkers. FRNY offers a robust, inclusive membership experience. FRNY is a 501(c)(3) non-profit organization incorporated in the state of New York. For more information, visit frny.org.

About New York Road Runners (NYRR):
A New York City-based nonprofit, New York Road Runners’ vision is to build healthier lives and stronger communities through the transformative power of running—serving more than half a million people annually through its races, free community events, youth running initiatives, and school-based programs across the five boroughs. During its nearly 70 years, New York Road Runners has grown from a local running club to the world’s premier community running organization, producing more than 60 adult and youth races each year, including the TCS New York City Marathon. Held the first Sunday each November, the TCS New York City Marathon features more than 50,000 runners—from the world’s best professional athletes to a vast range of runners across experience levels, ages, genders, abilities, and backgrounds. To learn more, visit www.nyrr.org.

View original content to download multimedia:https://www.prnewswire.com/news-releases/housing-works-chosen-as-2026-beneficiary-of-45th-annual-front-runners-new-york-lgbtq-pride-run-4m-302749363.html

SOURCE Housing Works

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City of Bradenton Launches Accela ePermitHub Digital Plan Room, Advancing Integrated Digital Plan Review

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SAN RAMON, Calif., April 22, 2026 /PRNewswire/ — The City of Bradenton, FL has launched the Accela® ePermitHub Digital Plan Room™, marking an important milestone in the City’s ongoing efforts to modernize plan review and streamline the permitting process for both staff and applicants.

This launch represents a significant shift for Bradenton, which previously relied on a plan review approach that required staff to navigate multiple systems and complete several manual steps to accomplish a single task. With Accela’s ePermitHub Digital Plan Room, the City now benefits from a fully integrated digital plan review experience, bringing plan review directly into Accela and simplifying workflows for both staff and applicants.

“After our previous experience, we were looking for a solution that truly worked with our permitting system—not alongside it,” said Dana Winters, Building Manager for the City of Bradenton. “With Accela’s ePermitHub, plan review is part of the same system our teams already use every day. It reduces extra steps, eliminates duplicate work, and makes the process much easier for staff to understand and manage.”

Under the City’s prior setup, staff often had to move between systems, log in separately, and repeat actions to keep plan review and permitting records aligned. Accela’s ePermitHub replaces that fragmented experience with a single, streamlined workflow—automating previously manual steps and improving reliability across the review process.

Bradenton serves a population of approximately 58,000 residents and is an active permitting jurisdiction across building and planning disciplines. The transition to ePermitHub was also well received by applicants, who benefit from a simpler, more consistent submission and review experience.

“This launch reflects the progress agencies are making toward more connected, end‑to‑end digital permitting,” said Maykel Martin, Vice President, Technology Product Management, Accela. “By adopting a plan review solution that is native to Accela, Bradenton is improving efficiency for staff while delivering a more consistent experience for applicants.”

The City’s project team was led by Theresa Armstrong (IT), Dana Winters (Building) and Jamie Schindewolf (Planning), who partnered closely with Accela throughout the implementation, bringing a shared focus on delivering the best outcomes for their customers and achieving a smooth, successful deployment.

For media inquiries, please contact:
Media@accela.com

About Accela®

Accela® is a leading provider of cloud-based software solutions, empowering local and state governments to drive efficiency and modernization. Accela offers both a configurable platform and out-of-the-box civic applications for core processes including permitting, licensing, and code enforcement. Accela assists agencies in streamlining workflows, reducing manual tasks, and improving service delivery. With a commitment to end-to-end support, Accela is a trusted partner to over 600 agencies and jurisdictions worldwide. For more information, please visit www.accela.com.

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SOURCE Accela

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Axonic Insurance Annuities, Built for Banks, Broker-Dealers and RIAs, Now Available through WealthVest.

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Financial professionals can now secure a competitive 3-year fixed annuity rate and crediting strategies from Deutsche Bank, S&P Global, and Nasdaq through their WealthVest wholesaler and Axonic Insurance.

BOZEMAN, Mont., April 22, 2026 /PRNewswire-PRWeb/ — WealthVest, a leading wholesaler of annuities to financial professionals, has announced a strategic distribution partnership today with Axonic Insurance (AXI), a global annuity and insurance platform. WealthVest will begin offering a suite of curated, highly competitive annuity products from Axonic Insurance to their network of banks, credit unions, broker-dealers and registered investment advisers across the United States.

“We’re excited to align with a team that shares our commitment to delivering differentiated solutions and supporting financial professionals with the tools and opportunities they need to better serve their clients,” said Les Sutherland, Chief Distribution Officer at Axonic Insurance.

“We’re excited to bring the Axonic Insurance suite of solutions to the marketplace,” said Matt Hamann, National Sales Manager at WealthVest. “By combining the strength of our distribution team with AXI’s competitive offerings, we’re well positioned to drive growth and expand access across banks, broker-dealers, and RIAs. Through our education-first approach, we’re committed to supporting financial professionals with practical solutions that help their clients navigate retirement with confidence.”

Through the partnership, Axonic Insurance aims to better support financial advisors and investment adviser representatives in building a solid foundation of protection and growth for their clients’ retirement. WealthVest will align their well-regarded, client-first coaching and wholesaling model with Axonic Insurance’s highly competitive annuities to help financial professionals stay up to date on market trends and determine the best annuity to address their clients’ retirement needs.

“Partnering with WealthVest marks an important step forward in expanding AXI’s reach across the bank, broker-dealer, and RIA channels,” said Les Sutherland, Chief Distribution Officer at Axonic Insurance. “We’re excited to align with a team that shares our commitment to delivering differentiated solutions and supporting financial professionals with the tools and opportunities they need to better serve their clients.”

The suite of annuities is designed specifically for advisors and IARs to help them deliver competitive guaranteed rates of return across 2-, 3-, 5-, 7- and 10-year surrender period options; strong marketing participation; 100% principal protection and systematic income withdrawals to their clients. The annuities are available in forty-three states and the District of Columbia, and include the:

Incline MYGA: Featuring 5.25% Guaranteed for 3-Years with Initial Premiums of $100,000 or Greater1HighLine FIA: Offering 1- and 2-year point-to-point cap, participation, and fixed rate crediting strategiesHighLine FIA PLUS: Includes a 9% Premium Bonus Rider on the 5-Year2

WealthVest’s team of dedicated wholesalers and annuity case managers will serve as the main point of contact for financial advisors and IARs interested in Axonic Insurance’s annuities across 5 US regions. The team has partnered with thousands of advisors, providing annuity planning technology, retirement income planning, practice management, market and industry trends and annuity case management.

Launched in 2024, Axonic Insurance is an annuity and insurance platform delivering institutionally managed retirement products through a fully integrated model spanning product design, distribution, issuance, and servicing. Axonic Insurance is supported by Axonic Capital, an investment management firm with $8 billion in assets under management specializing in structured credit and commercial and residential real estate debt and equity. Axonic Insurance’s suite of annuities is issued by AmFirst Insurance Company (“AmFirst”), an A- (Excellent) financial strength rated company by AM Best3.

Advisors and IARs interested in learning more about Axonic Insurance and their suite of annuities can connect with their wholesaler at www.wealthvest.com/axonic-insurance or call the WealthVest Sales Desk at 1-833-299-8750.

1 Rate shown is effective March 27, 2026 and subject to change. Rate only applies to the Incline MYGA 3-year plan with initial premiums of $100,000 or greater, issued by AmFirst Insurance Company (“AmFirst”) and offered by Axonic Insurance Services LLC (“Axonic”). Additional rates available.

2 At the time of issuance, the Premium Bonus is credited to your Account Value, providing immediate access to additional funds to allocate into the various crediting strategies. The Premium Bonus is calculated as a percentage of the initial premium and becomes a permanent component of the annuity’s Accumulation Value. All Premium Bonuses are subject to a Vesting Schedule, under which the Contract Value and the Cash Surrender Value increase annually as the bonus amount vests over time. Please refer to the HighLine FIA Rate Sheet for Premium Bonus amounts and Contract details.

3 AM Best affirmed the Financial Strength Rating of A- (Excellent) and the Long-Term Issuer Credit Ratings of “A-” (Excellent) of AmFirst Insurance Company on August 29, 2025.

ABOUT WEALTHVEST

WealthVest is a leading wholesaler of fixed, fixed-indexed, and registered index-linked annuities to financial professionals. We’re a partner to thousands of advisors by providing annuity planning technology, retirement income planning, practice management, market and industry trends and annuity case management. Their team of dedicated wholesalers and annuity case managers helps advisors provide the best annuity outcomes. Follow us on Facebook and LinkedIn or visit wealthvest.com.

ABOUT AXONIC INSURANCE

Axonic Insurance (AXI) is a fast-growing annuity and insurance platform delivering institutionally managed retirement products through a fully integrated model spanning product design, distribution, issuance, and servicing. AXI combines modern insurance capabilities with disciplined asset management and rigorous risk oversight to drive scalable, sustainable growth. AXI’s suite of annuities includes Multi-Year Guaranteed Annuities (MYGAs) and Fixed Indexed Annuities (FIAs), distributed through IMOs, Banks, Broker-Dealers, and Registered Investment Advisers (RIAs), while strengthening profitability through operational efficiency, pricing discipline, and balance sheet resilience. AXI’s strategy prioritizes durability — balancing growth, capital strength, and earnings to support long-term value creation and financial stability.

ABOUT AXONIC CAPITAL

Founded in 2010, Axonic Capital is a New York-based alternative investment manager with $8 billion in assets under management. The firm has deep expertise in structured credit, commercial and residential real estate debt and equity, and systematic fixed income. Axonic’s flexible capital base includes private limited partnerships, separate accounts, insurance company mandates, and publicly listed fund structures. For additional information, visit axoniccap.com.

ABOUT S&P DOW JONES INDICES

Since 1896, S&P DJI have provided innovative index solutions backed by robust methodologies and strong governance. Today, S&P Dow Jones Indices is the world’s largest provider of financial market indices, offering iconic solutions and unparalleled expertise across asset classes and geographies. With more exchange partnerships and more assets invested in products based on our indices than any other index provider, S&P DJI is a critical link in capital markets and the global financial ecosystem.

ABOUT NASDAQ GLOBAL INDEXES

Nasdaq Global Indexes has been creating innovative, market-leading, transparent indexes since 1971. Today, our index offering spans geographies and asset classes and includes diverse families. We continuously offer new opportunities for financial product sponsors across a wide spectrum of investable products and for asset managers to measure risk and performance. Nasdaq also provides exchange listing, custom index, and design solutions to financial organizations worldwide. 

ABOUT DEUTSCHE BANK

Deutsche Bank provides retail and private banking, corporate and transaction banking, lending, asset and wealth management products and services as well as focused investment banking to private individuals, small and medium-sized companies, corporations, governments and institutional investors. Deutsche Bank is the leading bank in Germany with strong European roots and a global network. Deutsche Bank’s FIG Structuring & Solutions business structures and arranges bespoke capital and financing transactions for its global FIG client base.

Media Contact

Jackson Bolstad, WealthVest, 1 406-272-3759, jbolstad@wealthvest.com, www.wealthvest.com

Les Sutherland, Axonic Insurance, lsutherland@axonicinsurance.com, https://axonicinsurance.com/

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