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市場調查報告書
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1495940

客服中心軟體市場：2024-2029 年預測

Contact Center Software Market - Forecasts from 2024 to 2029
出版日期: | 出版商: Knowledge Sourcing Intelligence | 英文 134 Pages | 商品交期: 最快1-2個工作天內

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簡介目錄

客服中心軟體市場預計將以 25.89% 的複合年成長率成長，從 2022 年的 420.42 億美元增至 2029 年的 2,106.22 億美元。

自動化與客服中心相關的基本流程的各種流程的集合稱為客服中心軟體。客服中心軟體透過本地和雲端部署為小型、中型和大型企業提供的關鍵解決方案包括自動呼叫分配、呼叫錄音、電腦語音通訊整合、客戶協作、撥號器、雙向語音回應以及報告和分析。

此外，我們還提供整合和部署、支援和維護、培訓和諮詢以及託管服務等服務。大型企業擴大採用客服中心軟體以及擴大採用雲端基礎的客服中心軟體預計將導致客服中心軟體市場的成長。

此外，2024年2月， 客服中心 Studio宣布與菲律賓知名銀行催收公司RGS建立合作關係。這是為了提供最大限度提高客戶滿意度的服務和結果。

客服中心軟體市場促進因素：

  • 使用人工智慧技術實現顧客關懷自動化的需求不斷成長。

在業務效率提高和準確性提高的推動下，企業流程自動化對能夠有效處理顧客關懷部門通訊流程的客服中心軟體產生了很高的需求。

根據 IBM 2022 年發布的全球人工智慧採用指數研究，48% 的業務流程自動化組織受益於 AI 技術帶來的客戶體驗改善，而客服中心等組織中約有 23% 正在部署用於業務自動化的 AI解決勞動力短缺問題。

此外，大約 28% 的客服中心組織正在利用人工智慧技術來減少呼叫等待時間，其中 36% 的公司聲稱其客戶服務代理的工作效率得到了提高。

此外，即時行為預測、提供見解和消費行為分析是在客服中心軟體平台中採用人工智慧技術的其他好處。例如，2020 年 7 月，提供客服中心解決方案的以色列軟體公司 NICE Systems Ltd. 推出了 ENLIGHTEN Fraud Prevention，這是一款採用語音生物識別和人工智慧來自動偵測詐騙。

  • 新產品發布的增加歸因於全通路解決方案的採用。

提供客服中心解決方案的公司數量的增加是預計增加客服中心軟體消耗的關鍵因素。例如，微軟公司於2022年3月收購了Nuance Communications, Inc.，整合了Azure、Teams等不同品牌的現有服務，並於2022年7月發布了客服中心軟體平台「Microsoft Digital」。

此外，2022年2月，網路會議和視訊通話解決方案市場領先公司Zoom Video Communications, Inc.宣布推出客服中心軟體平台“Zoom Contact Center”，以增強其平台服務。此外，這兩款最近發布的產品都符合全通路網路的要求。全通路解決方案的日益普及將推動全通路客服中心軟體應用程式的發展並提高利潤率。

客服中心軟體市場挑戰：

  • 網路安全漏洞的威脅可能會減緩客服中心軟體市場的擴張。

資料問題和網路安全漏洞的威脅阻礙了企業廣泛採用客服中心軟體。客服中心正在部署網路聊天、自助服務管道和 IVR 系統，作為業務的一個組成部分，以處理其座席收到的越來越多的呼叫，從而增加詐騙攻擊的風險以及由此造成的損失的影響。

客服中心平台擁有大量可用的敏感客戶資料，使它們持續面臨網路攻擊的風險。因此，客服中心軟體平台網路攻擊的增加預計將對市場擴張產生負面影響。

透過部署，雲端基礎的客服中心軟體解決方案正在經歷顯著成長。

雲端基礎的客服中心的日益普及為客服中心軟體市場提供了成長機會，因為它們能夠有效地處理在網路伺服器上處理的通訊。雲端基礎的客服中心擴大被採用，因為與傳統的客服中心相比，它們提供了更大的靈活性。

例如，根據美國網路硬體供應商Cisco公司在 2020 年進行的一項民意調查，大約 62% 的客服中心決策者表示有興趣開發雲端基礎的客服中心。因此，在預測期內，雲端領域將佔據客服中心軟體市場的主要佔有率。

北美在客服中心軟體市場佔據主要佔有率

北美在客服中心軟體市場中佔有主要佔有率。這是因為在領先公司和品牌逐漸走向數位化的推動下，業務營運和其他相關業務的自動化正在為顧客關懷和通訊服務中的軟體應用程式創造巨大的需求。

北美經濟中零售業的擴張導致零售公司對客服中心軟體的消費增加，從而提高了客戶維繫和滿意度。此外，該地區擁有Nice CXone、Genesys Cloud CX和UJET等主要客服中心軟體平台，為BFSI和IT等各行業的公司提供招募機會，客服中心軟體產品的消費預計將增加。

客服中心軟體市場產業最新動態：

  • 2023 年 4 月 - Teckinfo Solutions Pvt Ltd. 是一家提供雲端基礎的客服中心和客服中心服務的印度軟體技術公司，推出了新的軟體平台“Teckinfo Solutions Pvt Ltd.”，為所有組織的客戶提供統一的平台。
  • 2023 年 1 月 - 國際 IT 公司 Cognizant 與 NICE Systems Ltd. 簽訂策略合作夥伴協議，將 CXone 軟體整合到 Cognizant 的雲端原生客戶體驗平台中，以進一步改善您的體驗。
  • 2022 年 10 月 -美國軟體技術公司 Duo World Inc. 發布基於雲端的新型客服中心平台 DialDesk。該平台可實現有效的全通路通訊，整合第三方應用程式，並跨任何媒介實現通訊自動化，包括社交媒體源、聊天和語音通話。

目錄

第1章簡介

  • 市場概況
  • 市場定義
  • 調查範圍
  • 市場區隔
  • 貨幣
  • 先決條件
  • 基準年和預測年時間表
  • 相關利益者的主要利益

第2章調查方法

  • 研究設計
  • 調查過程

第3章執行摘要

  • 主要發現

第4章市場動態

  • 市場促進因素
  • 市場限制因素
  • 波特五力分析
  • 產業價值鏈分析
  • 分析師觀點

第5章客服中心軟體市場：按組件

  • 介紹
  • 解決方案
    • 市場機會和趨勢
    • 成長前景
    • 地域獲利能力
    • 自動呼叫分配 (ACD)
    • 通話錄音
    • 電腦語音通訊整合 (CTI)
    • 客戶協作
    • 撥號器
    • 互動式語音應答 (IVR)
    • 報告與分析
    • 其他
  • 服務
    • 市場機會和趨勢
    • 成長前景
    • 地域獲利能力
    • 整合部署
    • 支援與維護
    • 培訓和諮詢
    • 管理服務

第6章客服中心軟體市場：依公司規模

  • 介紹
  • 小本生意
    • 市場機會和趨勢
    • 成長前景
    • 地域獲利能力
  • 中型公司
    • 市場機會和趨勢
    • 成長前景
    • 地域獲利能力
  • 主要企業
    • 市場機會和趨勢
    • 成長前景
    • 地域獲利能力

第7章客服中心軟體市場：依部署

  • 介紹
  • 雲
    • 市場機會和趨勢
    • 成長前景
    • 地域獲利能力
  • 本地
    • 市場機會和趨勢
    • 成長前景
    • 地域獲利能力

第8章客服中心軟體市場：按地區

  • 介紹
  • 北美洲
    • 按成分
    • 按公司規模
    • 按發展
    • 按國家/地區
  • 南美洲
    • 按成分
    • 按公司規模
    • 按發展
    • 按國家/地區
  • 歐洲
    • 按成分
    • 按公司規模
    • 按發展
    • 按國家/地區
  • 中東/非洲
    • 按成分
    • 按公司規模
    • 按發展
    • 按國家/地區
  • 亞太地區
    • 按成分
    • 按公司規模
    • 按發展
    • 按國家/地區

第9章競爭環境及分析

  • 主要企業及策略分析
  • 市場佔有率分析
  • 合併、收購、協議和合作
  • 競爭對手儀表板

第10章 公司簡介

  • Genesys
  • Enghouse Interactive.
  • Mitel Networks Corp
  • NEC Corporation
  • NICE
  • Five9, Inc.
  • AWS
  • 3C Logic
  • Cisco
  • SAP SE
簡介目錄
Product Code: KSI061615032

The contact center software market is projected to grow at a CAGR of 25.89%, reaching US$210.622 billion in 2029 from US$42.042 billion in 2022.

The aggregation of various processes that automate the integral processes associated with a contact center is called the contact center software. Automatic call distribution, call recording, computer telephony integration, customer collaboration, dialer, interactive voice responses, and reporting & analytics are the major solutions offered by contact center software to small, medium, and large-sized enterprises by on-premise and cloud deployment.

Further, it also provides services such as integration & deployment, support & maintenance, training & consulting, and managed services. The growing adoption of contact center software by large enterprises and the rise in the adoption of cloud-based contact center software are anticipated to grow the contact center software market.

Moreover, in February 2024, Call Center Studio announced a partnership with RGS, a prominent player in banking collections in the Philippines. It is for the service and results for maximum customer satisfaction.

Contact center software market drivers:

  • The growing demand for automating customer care services using AI technology.

The automation of company processes fueled by the enhancement of operational efficiency of businesses and the improvement in accuracy is generating a high demand for contact center software to handle communication processes in the customer care service department effectively.

According to IBM's Global AI Adoption Index research from 2022, 48% of the organizations automating their business processes benefited from enhanced customer experience as a result of AI technology, and approximately 23% of the organizations such as contact centers, are adopting AI for business, automation to address the issue of employee shortages.

Further, about 28% of contact center organizations are using AI technology to reduce the waiting time on calls, and 36% of these enterprises declared an enhancement in the productivity of customer service agents.

And, real-time behavior prediction, insight provision, and consumer behavior analysis are the additional benefits of employing AI technology in contact center software platforms. For instance, in July 2020, Israeli software company NICE Systems Ltd., a software company providing contact center solutions, unveiled a customer interaction tool, ENLIGHTEN Fraud Prevention, that employs speech biometrics and artificial intelligence to detect fraudsters automatically.

  • The rise in new product launches is due to the adoption of omnichannel solutions.

The growth in the number of companies offering contact center solutions is a significant factor expected to increase the consumption of contact center software. For instance, in July 2022, Microsoft Corporation introduced its contact center software platform, Microsoft Digital, due to its previous acquisition of Nuance Communications, Inc. in March 2022 and the integration of its existing services under its different brands, such as Azure and Teams.

Further, in February 2022, Zoom Video Communications, Inc., a leading company in the web conferencing and video call solution market, introduced its contact center software platform, Zoom Contact Center, to fortify its platform services. In addition, both these recent launches meet the requirement of an omnichannel network. The rising adoption of omnichannel solutions increases their profit margins in encouraging the development of omnichannel contact center software applications.

Contact center software market challenges:

  • The threat of cybersecurity vulnerabilities could slow down the expansion of the contact center software market.

The data issues and the threat of cybersecurity violations are restraining companies' extensive adoption of contact center software. Since contact centers majorly deploy webchats, self-service channels, and IVR systems as an integral part of their working operations to handle the rising calls received by agents, they become increasingly susceptible to the danger of fraud attacks and consequential losses.

The availability of vast amounts of sensitive client data with contact center platforms continuously exposes them to the risk of cyberattacks. Therefore, the increasing number of cyberattacks on contact center software platforms is anticipated to affect market expansion negatively.

By deployment, cloud-based contact center software solutions are experiencing substantial growth.

The growing adoption of cloud-based contact centers is creating a growth opportunity for the contact center software market due to its effective ability to handle communication processed on web servers. The rising deployment of cloud-based contact centers is due to their ability to provide flexibility compared to conventional contact centers.

For example, according to a poll conducted in 2020 by Cisco Systems Inc., a US-based company providing networking hardware, approximately 62% of decision-makers in contact centers have indicated an interest in developing cloud-based contact centers. Therefore, the cloud sector will hold a major share of the contact center software market over the forecast period.

North America has a significant share of the contact center software market

North America holds a significant share of the contact center software market fueled by the automation of business operations and other associated tasks encouraged by the gradual transition of top firms and brands towards digitalization, creating a huge demand for software applications in customer care and communication services.

The expansion of the retail sector of North American economies is resulting in increased consumption of contact center software by retail companies to improve customer retention and satisfaction rates. Further, the presence of major contact center software platforms in the region, such as Nice CXone, Genesys Cloud CX, and UJET, offer adoption opportunities for companies working in various industries, such as the BFSI and IT which are expected to increase the consumption of contact center software products in the region.

Contact Center Software Market Industry Updates:

  • April 2023- Teckinfo Solutions Pvt. Ltd., a software technology company in India offering cloud-based contact and call center services, introduced a new software platform, ID Cloud - Premium Contact Centre, to provide a uniform platform for engaging customers across all organizational sizes.
  • January 2023- Cognizant, an international IT company, entered into a strategic partnership deal with NICE Systems Ltd., a US-based company offering a leading contact center software platform sponsored by AI, CXone, to merge the CXone software with Cloud Native Customer Experience Platform offered by Cognizant to enhance customer experience further.
  • October 2022- DialDesk, a new contact center platform based on the cloud, was released by Duo World Inc., a US-based software technology company, to effectively conduct communication in omnichannel, integrate third-party applications, and autoscale communications on all mediums, including social media feeds, chats, and voice calls.

The contact center software market is segmented and analyzed as below::

By Component

  • Solutions
  • Automatic Call Distribution (ACD)
  • Call Recording
  • Computer Telephony Integration (CTI)
  • Customer Collaboration
  • Dialer
  • Interactive Voice Responses (IVR)
  • Reporting & Analytics
  • Others
  • Service
  • Integration & Deployment
  • Support & Maintenance
  • Training & Consulting
  • Managed Services

By Enterprise Size

  • Small Enterprises
  • Medium enterprises
  • Large Enterprises

By Deployment

  • Cloud
  • On-Premise

By Geography

  • North America
  • USA
  • Canada
  • Mexico
  • South America
  • Brazil
  • Argentina
  • Others
  • Europe
  • Germany
  • France
  • UK
  • Spain
  • Others
  • Middle East and Africa
  • Saudi Arabia
  • UAE
  • Israel
  • Others
  • Asia Pacific
  • China
  • Japan
  • India
  • South Korea
  • Indonesia
  • Taiwan
  • Others

TABLE OF CONTENTS

1. INTRODUCTION

  • 1.1. Market Overview
  • 1.2. Market Definition
  • 1.3. Scope of the Study
  • 1.4. Market Segmentation
  • 1.5. Currency
  • 1.6. Assumptions
  • 1.7. Base, and Forecast Years Timeline
  • 1.8. Key benefits to the stakeholder

2. RESEARCH METHODOLOGY

  • 2.1. Research Design
  • 2.2. Research Process

3. EXECUTIVE SUMMARY

  • 3.1. Key Findings

4. MARKET DYNAMICS

  • 4.1. Market Drivers
  • 4.2. Market Restraints
  • 4.3. Porter's Five Forces Analysis
    • 4.3.1. Bargaining Power of Suppliers
    • 4.3.2. Bargaining Power of Buyers
    • 4.3.3. Threat of New Entrants
    • 4.3.4. Threat of Substitutes
    • 4.3.5. Competitive Rivalry in the Industry
  • 4.4. Industry Value Chain Analysis
  • 4.5. Analyst View

5. CONTACT CENTER SOFTWARE MARKET BY COMPONENT

  • 5.1. Introduction
  • 5.2. Solutions
    • 5.2.1. Market opportunities and trends
    • 5.2.2. Growth prospects
    • 5.2.3. Geographic lucrativeness
    • 5.2.4. Automatic Call Distribution (ACD)
    • 5.2.5. Call Recording
    • 5.2.6. Computer Telephony Integration (CTI)
    • 5.2.7. Customer Collaboration
    • 5.2.8. Dialer
    • 5.2.9. Interactive Voice Responses (IVR)
    • 5.2.10. Reporting & Analytics
    • 5.2.11. Others
  • 5.3. Service
    • 5.3.1. Market opportunities and trends
    • 5.3.2. Growth prospects
    • 5.3.3. Geographic lucrativeness
    • 5.3.4. Integration & Deployment
    • 5.3.5. Support & Maintenance
    • 5.3.6. Training & Consulting
    • 5.3.7. Managed Services

6. CONTACT CENTER SOFTWARE MARKET BY ENTERPRISE SIZE

  • 6.1. Introduction
  • 6.2. Small Enterprises
    • 6.2.1. Market opportunities and trends
    • 6.2.2. Growth prospects
    • 6.2.3. Geographic lucrativeness
  • 6.3. Medium Enterprises
    • 6.3.1. Market opportunities and trends
    • 6.3.2. Growth prospects
    • 6.3.3. Geographic lucrativeness
  • 6.4. Large Enterprises
    • 6.4.1. Market opportunities and trends
    • 6.4.2. Growth prospects
    • 6.4.3. Geographic lucrativeness

7. CONTACT CENTER SOFTWARE MARKET BY DEPLOYMENT

  • 7.1. Introduction
  • 7.2. Cloud
    • 7.2.1. Market opportunities and trends
    • 7.2.2. Growth prospects
    • 7.2.3. Geographic lucrativeness
  • 7.3. On-Premise
    • 7.3.1. Market opportunities and trends
    • 7.3.2. Growth prospects
    • 7.3.3. Geographic lucrativeness

8. CONTACT CENTER SOFTWARE MARKET BY GEOGRAPHY

  • 8.1. Introduction
  • 8.2. North America
    • 8.2.1. By Component
    • 8.2.2. By Enterprise Size
    • 8.2.3. By Deployment
    • 8.2.4. By Country
      • 8.2.4.1. United States
        • 8.2.4.1.1. Market Trends and Opportunities
        • 8.2.4.1.2. Growth Prospects
      • 8.2.4.2. Canada
        • 8.2.4.2.1. Market Trends and Opportunities
        • 8.2.4.2.2. Growth Prospects
      • 8.2.4.3. Mexico
        • 8.2.4.3.1. Market Trends and Opportunities
        • 8.2.4.3.2. Growth Prospects
  • 8.3. South America
    • 8.3.1. By Component
    • 8.3.2. By Enterprise Size
    • 8.3.3. By Deployment
    • 8.3.4. By Country
      • 8.3.4.1. Brazil
        • 8.3.4.1.1. Market Trends and Opportunities
        • 8.3.4.1.2. Growth Prospects
      • 8.3.4.2. Argentina
        • 8.3.4.2.1. Market Trends and Opportunities
        • 8.3.4.2.2. Growth Prospects
      • 8.3.4.3. Others
        • 8.3.4.3.1. Market Trends and Opportunities
        • 8.3.4.3.2. Growth Prospects
  • 8.4. Europe
    • 8.4.1. By Component
    • 8.4.2. By Enterprise Size
    • 8.4.3. By Deployment
    • 8.4.4. By Country
      • 8.4.4.1. Germany
        • 8.4.4.1.1. Market Trends and Opportunities
        • 8.4.4.1.2. Growth Prospects
      • 8.4.4.2. France
        • 8.4.4.2.1. Market Trends and Opportunities
        • 8.4.4.2.2. Growth Prospects
      • 8.4.4.3. UK
        • 8.4.4.3.1. Market Trends and Opportunities
        • 8.4.4.3.2. Growth Prospects
      • 8.4.4.4. Spain
        • 8.4.4.4.1. Market Trends and Opportunities
        • 8.4.4.4.2. Growth Prospects
      • 8.4.4.5. Others
        • 8.4.4.5.1. Market Trends and Opportunities
        • 8.4.4.5.2. Growth Prospects
  • 8.5. Middle East and Africa
    • 8.5.1. By Component
    • 8.5.2. By Enterprise Size
    • 8.5.3. By Deployment
    • 8.5.4. By Country
      • 8.5.4.1. Saudi Arabia
        • 8.5.4.1.1. Market Trends and Opportunities
        • 8.5.4.1.2. Growth Prospects
      • 8.5.4.2. UAE
        • 8.5.4.2.1. Market Trends and Opportunities
        • 8.5.4.2.2. Growth Prospects
      • 8.5.4.3. Israel
        • 8.5.4.3.1. Market Trends and Opportunities
        • 8.5.4.3.2. Growth Prospects
      • 8.5.4.4. Others
        • 8.5.4.4.1. Market Trends and Opportunities
        • 8.5.4.4.2. Growth Prospects
  • 8.6. Asia Pacific
    • 8.6.1. By Component
    • 8.6.2. By Enterprise Size
    • 8.6.3. By Deployment
    • 8.6.4. By Country
      • 8.6.4.1. China
        • 8.6.4.1.1. Market Trends and Opportunities
        • 8.6.4.1.2. Growth Prospects
      • 8.6.4.2. Japan
        • 8.6.4.2.1. Market Trends and Opportunities
        • 8.6.4.2.2. Growth Prospects
      • 8.6.4.3. India
        • 8.6.4.3.1. Market Trends and Opportunities
        • 8.6.4.3.2. Growth Prospects
      • 8.6.4.4. South Korea
        • 8.6.4.4.1. Market Trends and Opportunities
        • 8.6.4.4.2. Growth Prospects
      • 8.6.4.5. Indonesia
        • 8.6.4.5.1. Market Trends and Opportunities
        • 8.6.4.5.2. Growth Prospects
      • 8.6.4.6. Taiwan
        • 8.6.4.6.1. Market Trends and Opportunities
        • 8.6.4.6.2. Growth Prospects
      • 8.6.4.7. Others
        • 8.6.4.7.1. Market Trends and Opportunities
        • 8.6.4.7.2. Growth Prospects

9. COMPETITIVE ENVIRONMENT AND ANALYSIS

  • 9.1. Major Players and Strategy Analysis
  • 9.2. Market Share Analysis
  • 9.3. Mergers, Acquisition, Agreements, and Collaborations
  • 9.4. Competitive Dashboard

10. COMPANY PROFILES

  • 10.1. Genesys
  • 10.2. Enghouse Interactive.
  • 10.3. Mitel Networks Corp
  • 10.4. NEC Corporation
  • 10.5. NICE
  • 10.6. Five9, Inc.
  • 10.7. AWS
  • 10.8. 3C Logic
  • 10.9. Cisco
  • 10.10. SAP SE