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聯絡中心軟體市場：按解決方案、按服務、按部署、按公司規模、按最終用途、按地區：規模、份額、展望、機會分析，2023-2030 年
市場調查報告書
商品編碼
1330205

聯絡中心軟體市場：按解決方案、按服務、按部署、按公司規模、按最終用途、按地區：規模、份額、展望、機會分析，2023-2030 年

Contact Center Software Market, By Solution, By Service, By Deployment, By Enterprise Size, By End Use, And By Geography - Size, Share, Outlook, and Opportunity Analysis, 2023 - 2030
出版日期: | 出版商: Coherent Market Insights | 英文 175 Pages | 商品交期: 2-3個工作天內

價格
簡介目錄

聯絡中心系統是透過簡化客戶和員工之間的溝通來提高聯絡中心的效率和生產力的技術解決方案。在疫情期間，世界各地的許多公司都實施了在家工作的規定，以阻止病毒的傳播，因此公司正在利用聯絡中心來提供順暢和高品質的服務。 □增加對軟體的投資。借助該軟體，企業可以與客戶進行遠端通訊。由於軟體的優點而越來越多地採用這些技術，預計對聯絡中心軟體的需求將會增加。此外，將機器智慧和人工智慧引入營運以及客戶互動管理方面的重大技術突破等技術進步預計將在預測期內推動市場成長。

市場動態

基於雲端的聯絡中心解決方案日益普及

隨著基於互聯網的服務變得越來越流行，許多公司正在轉向在雲端上運行的聯絡中心。基於雲端的解決方案非常靈活，允許代理商從任何地方進行連接並即時即時存取客戶資訊。基於雲端的聯絡中心解決方案非常容易使用，座席不再只需要在辦公室工作。此外，使用基於雲端的聯絡中心服務還具有提高系統安全性和穩定性的優點。聯絡中心系統供應商正在建立功能架構，透過處理兩個地點的最終用戶基礎設施來提高安全性。因此，上述因素可能會在預測期內推動聯絡中心軟體的需求和採用。

本研究的主要特點

  • 本報告以2022年為基準年，詳細分析了預測期間（2023-2030年）全球聯絡中心軟體市場規模和複合年增長率（CAGR%）。
  • 它揭示了各個細分市場的潛在收入機會，並為該市場提供了一系列有吸引力的投資建議。
  • 它還提供了有關市場驅動因素、限制因素、機會、新產品發布和批准、區域前景、主要市場參與者採取的競爭策略等的重要見解。
  • 它根據公司簡介、績效、產品組合、地理分佈、市值、關鍵發展、策略和未來計劃等參數，介紹了全球聯絡中心軟體市場的主要參與者。
  • 本研究涵蓋的公司：8X8, Inc.、ALE International、Altivon、Amazon Web Services, Inc.、Ameyo、Amtelco、Aspect Software、Avaya Inc.、Avoxi、Cisco Systems, Inc. Salesforce Inc.、Oracle 等
  • 該報告的見解使公司行銷人員和高階主管能夠就未來的產品發布、產品升級、市場擴張和行銷策略做出明智的決策。
  • 全球聯絡中心軟體市場報告迎合了該行業的各種利益相關者，如投資者、供應商、託管服務提供商、第三方服務提供商、分銷商、新進入者和增值經銷商。
  • 利害關係人可以透過用於分析全球聯絡中心軟體市場的各種策略矩陣來促進他們的決策。

目錄

第一章 研究目的與前提

  • 研究目標
  • 先決條件
  • 縮略語

第二章 市場概況

  • 報告摘要
    • 市場定義和範圍
  • 執行摘要
  • 連貫的機會地圖 (COM)

第三章 市場動態、法規與趨勢分析

  • 市場動態
    • 促進者
  • 對自動化客戶服務的需求不斷增長
  • 更專注於 OBni 通路解決方案以改善客戶體驗。
    • 抑製劑
  • LED 和 OLED 顯示器成本高。
  • 高投資成本阻礙了市場成長。
    • 市場機會
  • 由於競爭加劇，中小型企業對聯絡中心服務的需求增加。
    • 監管場景
    • 行業動態
    • 併購
    • 新系統公告/核准
    • COVID-19 大流行的影響

第 4 章 全球聯絡中心軟體市場：依解決方案劃分，2023-2030 年

  • 自動配電（ACD）
  • 通話錄音
  • 電腦電話整合 (CTI)
  • 客戶協作
  • 撥號器
  • 互動式語音應答 (IVR)
  • 報告和分析
  • 勞動力優化
  • 其他

第五章全球聯絡中心軟體市場：依服務分類，2023-2030 年

  • 整合與部署
  • 支持與維護
  • 培訓與諮詢
  • 託管服務

第六章 全球聯絡中心軟體市場：依部署劃分，2023-2030 年

  • 基於雲的
  • 本地

第七章 全球聯絡中心軟體市場：依公司規模劃分，2023-2030 年

  • 大公司
  • 中小企業

第 8 章全球聯絡中心軟體市場：依最終用途劃分，2023-2030 年

  • BFSI
  • 消費品/零售
  • 政府機構
  • 衛生保健
  • 資訊科技與電信
  • 旅遊/醫院
  • 其他

第9章全球聯絡中心軟體市場：依地區劃分，2023-2030年

  • 北美
  • 美國
  • 加拿大
  • 歐洲
  • 德國
  • 德國
  • 法國
  • 意大利
  • 西班牙
  • 俄羅斯
  • 歐洲其他地區
  • 亞太地區
  • 中國
  • 印度
  • 日本
  • 澳大利亞
  • 韓國
  • 東盟
  • 亞太其他地區
  • 拉丁美洲
  • 巴西
  • 墨西哥
  • 其他拉丁美洲
  • 中東/非洲
  • 南非
  • 海灣合作委員會國家
  • 其他中東和非洲

第10章競爭格局

  • 公司簡介
    • 8X8, Inc.
    • ALE International
    • Altivon
    • Amazon Web Services, Inc.
    • Ameyo
    • Amtelco
    • Aspect Software
    • Avaya Inc.
    • Avoxi
    • Cisco Systems, Inc.
    • Salesforce Inc.
    • Oracle

第11章 章節

  • 參考
  • 調查方法
簡介目錄
Product Code: CMI6073

A contact center system is a technological solution that boosts a contact center's effectiveness and productivity by streamlining communications between customers and staff members. During the pandemic many businesses all over the world are implementing work-from-home rules to stop the spread of viruses, which has prompted companies to invest in contact center software in order to deliver smooth, high-quality services. Companies can communicate with their clients remotely thanks to this software. The demand for contact centre software is anticipated to rise as a result of an increase in the installation of these technologies due to the benefits of software. Furthermore, technological advancement such as introduction of machine intelligence and artificial intelligence into business operations, along with significant technological developments in customer interaction management, are anticipated to drive the market growth over forecast period.

Market Dynamics

Growing popularity of cloud-based contact center solutions

As internet-based services become more and more popular, many businesses have shifted to contact center that operate on the cloud. Because cloud-based solutions are flexible, agents can connect from any location and have immediate access to client information in real-time. Due to the accessibility of cloud-based contact centre solutions, agents no longer need to work only from an office location. Enterprises can also benefit from using cloud-based contact centre services, such as improved system security and stability. Contact centre system suppliers create a functional architecture that boosts security by processing end-use infrastructure across two locations. Thus, the above factor is likely to boost the demand and adoption of contact center software over forecast period.

Key features of the study:

  • This report provides an in-depth analysis of the global contact center software market size (US$ Billion) and compound annual growth rate (CAGR %) for the forecast period (2023-2030), considering 2022 as the base year
  • It elucidates potential revenue opportunities across different segments and explains attractive investment proposition matrices for this market
  • This study also provides key insights about market drivers, restraints, opportunities, new product launches or approvals, regional outlook, and competitive strategies adopted by the leading market players
  • It profiles leading players in the global contact center software market based on the following parameters - company overview, financial performance, product portfolio, geographical presence, market capital, key developments, strategies, and future plans
  • Companies covered as a part of this study are 8X8, Inc., ALE International, Altivon, Amazon Web Services, Inc., Ameyo, Amtelco, Aspect Software, Avaya Inc., Avoxi, Cisco Systems, Inc. Salesforce Inc., Oracle, and others.
  • Insights from this report would allow marketers and management authorities of companies to make informed decisions regarding future product launches, product upgrades, market expansion, and marketing tactics
  • Global Contact Center Software Market report caters to various stakeholders in this industry including investors, suppliers, managed service providers, third-party service providers, distributors, new entrants, and value-added resellers
  • Stakeholders would have ease in decision-making through various strategy matrices used in analyzing the Global Contact Center Software Market

Detailed Segmentation

  • Global Contact Center Software Market, By Solution:
    • Automatic Call Distribution (ACD)
    • Call Recording
    • Computer Telephony Integration (CTI)
    • Customer Collaboration
    • Dialer
    • Interactive Voice Responses (IVR)
    • Reporting & Analytics
    • Workforce Optimization
    • Others
  • Global Contact Center Software Market, By Services
    • Integration & Deployment
    • Support & Maintenance
    • Training & Consulting
    • Managed Services
  • Global Contact Center Software Market, By Deployment
    • Cloud-based
    • On-premise
  • Global Contact Center Software Market, By Enterprise Size
    • Large Enterprises
    • Small & Medium Enterprises
  • Global Contact Center Software Market, By End use
    • BFSI
    • Consumer Goods & Retail
    • Government
    • Healthcare
    • IT & Telecom
    • Travel & Hospitality
    • Others
  • Global Contact Center Software Market, By Region:
    • North America
      • U.S.
      • Canada
    • Europe
      • Germany
      • U.K.
      • France
      • Italy
      • Spain
      • Russia
      • Rest of Europe
    • Asia Pacific
      • China
      • India
      • Japan
      • Australia
      • South Korea
      • ASEAN
      • Rest of Asia Pacific
    • Latin America
      • Brazil
      • Mexico
      • Rest of Latin America
    • Middle East & Africa
      • GCC Countries
      • South Africa
      • Rest of Middle East & Africa
  • Company Profiles
    • 8X8, Inc.
    • ALE International
    • Altivon
    • Amazon Web Services, Inc.
    • Ameyo
    • Amtelco
    • Aspect Software
    • Avaya Inc.
    • Avoxi
    • Cisco Systems, Inc.
    • Salesforce Inc.

Table of Contents

1. Research Objectives and Assumptions

  • Research Objectives
  • Assumptions
  • Abbreviations

2. Market Purview

  • Report Description
    • Market Definition and Scope
  • Executive Summary
    • Market Snippet, By Solution
    • Market Snippet, By Service
    • Market Snippet, By Deployment
    • Market Snippet, By Enterprise Size
    • Market Snippet, By End Use
    • Market Snippet, By Geography
  • Coherent Opportunity Map (COM)

3. Market Dynamics, Regulations, and Trends Analysis

  • Market Dynamics
    • Drivers
  • Increasing demand for automated customer care services
  • Increasing focus on OBni channel solutions to improve customer experience.
    • Restraints
  • High cost of LED and OLED displays
  • High investment costs hindering market growth.
    • Market Opportunities
  • High Demand of Contact Center services among SMEs due to increasing competition
    • Regulatory Scenario
    • Industry Trend
    • Merger and Acquisitions
    • New system Launches/Approvals
    • Impact of COVID-19 Pandemic

4. Global Contact Center Software Market, By Solution, 2023-2030, (US$ Billion)

  • Introduction
    • Market Share Analysis, 2023 and 2030 (%)
    • Y-o-Y Growth Analysis, 2018 - 2030
    • Segment Trends Market Share Analysis, 2023 and 2030 (%)
  • Automatic Call Distribution (ACD)
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2017-2030,(US$ Bn)
  • Call Recording
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2017-2030,(US$ Bn)
  • Computer Telephony Integration (CTI)
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2017-2030,(US$ Bn)
  • Customer Collaboration
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2017-2030,(US$ Bn)
  • Dialer
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2017-2030,(US$ Bn)
  • Interactive Voice Responses (IVR)
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2017-2030,(US$ Bn)
  • Reporting & Analytics
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2017-2030,(US$ Bn)
  • Workforce Optimization
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2017-2030,(US$ Bn)
  • Others
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2017-2030,(US$ Bn)

5. Global Contact Center Software Market, By Service, 2023-2030, (US$ Billion)

  • Introduction
    • Market Share Analysis, 2023 and 2030 (%)
    • Y-o-Y Growth Analysis, 2018 - 2030
    • Segment Trends Market Share Analysis, 2023 and 2030 (%)
  • Integration & Deployment
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2017-2030,(US$ Bn)
  • Support & Maintenance
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2017-2030,(US$ Bn)
  • Training & Consulting
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2017-2030,(US$ Bn)
  • Managed Services
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2017-2030,(US$ Bn)

6. Global Contact Center Software Market, By Deployment, 2023-2030, (US$ Billion)

  • Introduction
    • Market Share Analysis, 2023 and 2030 (%)
    • Y-o-Y Growth Analysis, 2018 - 2030
    • Segment Trends Market Share Analysis, 2023 and 2030 (%)
  • Cloud-based
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2017-2030,(US$ Bn)
  • On-premises
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2017-2030,(US$ Bn)

7. Global Contact Center Software Market, By Enterprise Size, 2023-2030, (US$ Billion)

  • Introduction
    • Market Share Analysis, 2023 and 2030 (%)
    • Y-o-Y Growth Analysis, 2018 - 2030
    • Segment Trends Market Share Analysis, 2023 and 2030 (%)
  • Large Enterprises
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2017-2030,(US$ Bn)
  • Small & Medium Enterprises
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2017-2030,(US$ Bn)

8. Global Contact Center Software Market, By End use, 2023-2030, (US$ Billion)

  • Introduction
    • Market Share Analysis, 2023 and 2030 (%)
    • Y-o-Y Growth Analysis, 2018 - 2030
    • Segment Trends Market Share Analysis, 2023 and 2030 (%)
  • BFSI
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2017-2030,(US$ Bn)
  • Consumer Goods & Retail
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2017-2030,(US$ Bn)
  • Government
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2017-2030,(US$ Bn)
  • Healthcare
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2017-2030,(US$ Bn)
  • IT & Telecom
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2017-2030,(US$ Bn)
  • Travel & Hospitality
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2017-2030,(US$ Bn)
  • Others
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2017-2030,(US$ Bn)

9. Global Contact Center Software Market, By Region, 2023-2030, (US$ Billion)

  • Introduction
    • Market Share Analysis, By Country, 2023 and 2030 (%)
    • Y-o-Y Growth Analysis, For Country 2018-2030
    • Country Trends
  • North America
    • Introduction
  • Market Size and Forecast, and Y-o-Y Growth, 2017-2030, (US$ Billion)
  • Market Size and Forecast, and Y-o-Y Growth, By Solution, 2017-2030, (US$ Billion)
  • Market Size and Forecast, and Y-o-Y Growth, By Services, 2017-2030, (US$ Billion)
  • Market Size and Forecast, and Y-o-Y Growth, By Deployment, 2017-2030, (US$ Billion)
  • Market Size and Forecast, and Y-o-Y Growth, By Enterprise Size, 2017-2030, (US$ Billion)
  • Market Size and Forecast, and Y-o-Y Growth, By End use, 2017-2030, (US$ Billion)
  • Market Size and Forecast, and Y-o-Y Growth, By Country, 2017-2030, (US$ Billion)
  • U.S.
  • Canada
  • Europe
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2017-2030, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By Solution, 2017-2030, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By Services, 2017-2030, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By Deployment, 2017-2030, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By Enterprise Size, 2017-2030, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By End use, 2017-2030, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By Country, 2017-2030, (US$ Billion)

o

  • Germany
  • U.K.
  • France
  • Italy
  • Spain
  • Russia
  • Rest of Europe
  • Asia Pacific
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2017-2030, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By Solution, 2017-2030, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By Services, 2017-2030, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By Deployment, 2017-2030, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By Enterprise Size, 2017-2030, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By End use, 2017-2030, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By Country, 2017-2030, (US$ Billion)

o

  • China
  • India
  • Japan
  • Australia
  • South Korea
  • ASEAN
  • Rest of Asia Pacific
  • Latin America
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2017-2030, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By Solution, 2017-2030, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By Services, 2017-2030, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By Deployment, 2017-2030, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By Enterprise Size, 2017-2030, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By End use, 2017-2030, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By Country, 2017-2030, (US$ Billion)
  • Brazil
  • Mexico
  • Rest of Latin America
  • Middle East & Africa
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth,2017-2030 (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By Solution, 2017-2030, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By Services, 2017-2030, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By Deployment, 2017-2030, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By Enterprise Size, 2017-2030, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By End use, 2017-2030, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By Country/Sub-region, 2017-2030, (US$ Billion)
  • South Africa
  • GCC Countries
  • Rest of the Middle East & Africa

10. Competitive Landscape

  • Company Profiles
    • 8X8, Inc.
  • Company Overview
  • Product Portfolio
  • Financial Performance
  • Key Strategies
  • Recent Developments/Updates
    • ALE International
    • Altivon
    • Amazon Web Services, Inc.
    • Ameyo
    • Amtelco
    • Aspect Software
    • Avaya Inc.
    • Avoxi
    • Cisco Systems, Inc.
    • Salesforce Inc.
    • Oracle
    • Analyst Views

11. Section

  • References
  • Research Methodology
  • About us and Sales Contact