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市場調查報告書
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1574095

客服中心即服務 (CCaaS) 市場 - 2024 年至 2029 年預測

Contact Center as a Service (CCaaS) Market - Forecasts from 2024 to 2029
出版日期: | 出版商: Knowledge Sourcing Intelligence | 英文 143 Pages | 商品交期: 最快1-2個工作天內

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簡介目錄

客服中心即服務 (CCaaS) 市場預計將從 2024 年的 85.51 億美元成長到 2029 年的 163.03 億美元，複合年成長率為 13.78%。

客服中心即服務 (CCaaS) 是一個平台，可讓企業透過各種全通路通訊管道提高客戶參與。該軟體透過以較低的成本簡化業務並提供提高客戶參與的首選管道來提高整體效率。

主要經濟體企業文化的發展、為增強客戶互動而對新技術創新的投資以及蓬勃發展的雲端環境正在加速新軟體的使用規模。這些因素正在為客服中心即服務市場創造新的成長前景。

此外，領先市場參與者不斷創新和努力提高業務擴充性，以及現代企業對新策略的投資，以支持向雲端輔助客戶服務管道的過渡，正在推動整體市場的進一步成長。

儘管 CCaaS 可以幫助客服中心即時產生重要的見解，但與品管管理、簡化整合以及入境和呼出呼叫最佳化相關的成本很高，阻礙了市場的成長。

推動客服中心即服務 (CCaaS) 市場的因素有哪些？

  • 蓬勃發展的企業文化預計將推動市場擴張。

企業文化有助於理順一個國家的商業目標，並明確達成經濟成長的目標。在主要國家，企業部門正在蓬勃發展，新業務不斷湧現，隨著技術轉型的正在進行，商業活動規模預計將加速。

美國人口普查數據顯示，2024年8月公司設立申請數量為431,928份，較上季增加2.5%。此外，據同一消息來源稱，同月新營業機構的預測為 2.6%。同樣，政府和公共部門正在採用雲端服務，以進一步建立新的客戶關係管理管道的框架。

向人工智慧的持續轉型為客戶參與管道中的生成型和觀察型人工智慧創造了成長機會。透過這項增強功能，公司現在可以透過客服中心分析來了解和分析與座席的交互，從而簡化業務。

客服中心即服務 (CCaaS) 市場地理展望：

  • 北美估計佔據主要市場佔有率。

從地區來看，客服中心作為服務市場分為北美、南美、歐洲、中東和非洲以及亞太地區。北美市場預計將佔據重要佔有率，並有望呈現持續成長。這一成長是由對先進技術的持續投資以增強業務營運、蓬勃發展的雲端處理以及在美國和加拿大等主要區域經濟體建立公司所推動的。

在北美，微軟、亞馬遜網路服務、思科和埃森哲等大公司持續投資加強其雲端基礎設施。例如，根據 AWB 的《2023 年經濟影響研究》，亞馬遜在 2011 年至 2022 年間投資約 1,080 億美元，用於加強美國的雲端運算基礎設施。

同樣，由於企業環境的發展和加強公司與客戶溝通的策略性投資，預計歐洲和亞太市場在預測期內將呈現穩定成長。中東和南美的市場佔有率預計可以忽略不計。

為什麼要購買這份報告？

  • 富有洞察力的分析：獲得涵蓋關鍵和新興區域的深入市場洞察，重點關注客戶細分、政府政策和社會經濟因素、消費者偏好、行業領域和其他子區隔。
  • 競爭格局：了解世界主要企業採取的策略策略，並了解透過正確的策略滲透市場的潛力。
  • 市場促進因素和未來趨勢：探索動態因素和關鍵市場趨勢以及它們將如何影響未來市場發展。
  • 可行的建議：利用洞察力做出策略決策，在動態環境中釋放新的業務流和收益。
  • 面向廣大受眾：對於新興企業、研究機構、顧問、中小型企業和大型企業有用且具有成本效益。

公司使用我們的報告的目的是什麼？

產業和市場考量、機會評估、產品需求預測、打入市場策略、地理擴張、資本投資決策、法律規範與影響、新產品開發、競爭影響。

調查範圍

  • 2022年至2029年歷史資料與預測
  • 成長機會、挑戰、供應鏈前景、法規結構、顧客行為、趨勢分析
  • 競爭對手的市場狀況、策略與市場佔有率分析
  • 包括國家在內的細分市場和地區的收益成長和預測評估
  • 公司簡介（策略、產品、財務資訊、主要動態等）

客服中心即服務 (CCaaS) 市場分為以下幾個部分：

按解決方案

  • 通話錄音
  • 撥號器
  • 客戶協作
  • 互動式語音應答
  • 勞動力最佳化
  • 其他

按服務

  • 整合部署
  • 支援與維護
  • 培訓和諮詢
  • 託管服務

按公司規模

  • 小型企業
  • 主要企業

按行業分類

  • BFSI
  • 資訊科技和通訊
  • 款待
  • 政府
  • 零售
  • 其他

按地區

  • 北美洲
  • 美國
  • 加拿大
  • 墨西哥
  • 南美洲
  • 巴西
  • 阿根廷
  • 其他
  • 歐洲
  • 英國
  • 德國
  • 法國
  • 義大利
  • 其他
  • 中東/非洲
  • 沙烏地阿拉伯
  • 以色列
  • 其他
  • 亞太地區
  • 日本
  • 中國
  • 印度
  • 韓國
  • 印尼
  • 泰國
  • 其他

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
  • 相關人員的主要利益

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
  • 分析師觀點

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

第 5 章：客服中心即服務 (CCaaS) 市場：依解決方案分類

  • 介紹
  • 通話錄音
  • 撥號器
  • 客戶協作
  • 互動式語音應答
  • 勞動力最佳化
  • 其他

第 6 章客服中心即服務 (CCaaS) 市場：依服務分類

  • 介紹
  • 整合部署
  • 支援與維護
  • 培訓和諮詢
  • 託管服務

第 7 章客服中心即服務 (CCaaS) 市場：依公司規模

  • 介紹
  • 小型企業
  • 主要企業

第 8 章客服中心即服務 (CCaaS) 市場：按行業

  • 介紹
  • BFSI
  • 資訊科技和通訊
  • 款待
  • 政府
  • 零售
  • 其他

第 9 章：客服中心即服務 (CCaaS) 市集：按地區

  • 介紹
  • 北美洲
    • 美國
    • 加拿大
    • 墨西哥
  • 南美洲
    • 巴西
    • 阿根廷
    • 其他
  • 歐洲
    • 英國
    • 德國
    • 法國
    • 義大利
    • 其他
  • 中東/非洲
    • 沙烏地阿拉伯
    • 以色列
    • 其他
  • 亞太地區
    • 日本
    • 中國
    • 印度
    • 韓國
    • 印尼
    • 泰國
    • 其他

第10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11章 公司簡介

  • Microsoft
  • Amazon Web Services, Inc.
  • Accenture
  • ALE International
  • Avaya LLC
  • Tata Communication Services Limited
  • Cisco
  • Genesys
  • 8x8, Inc.
  • Evolve IP, LLC.
  • Five9, Inc.
  • Enghouse Interactive
簡介目錄
Product Code: KSI061617113

The contact center as a service (CCaaS) market is anticipated to grow from US$8.551 billion in 2024 to US$16.303 billion in 2029 at a CAGR of 13.78%.

Contact Center as a Service (CCaaS) is a platform that improves a company's customer engagement through varied omnichannel communications channels. The software enhances overall efficiency by streamlining their operations at a low cost and providing them with preferred customer-engaging channels.

"The growing corporate culture in major economies, investment in new technological innovations to bolster customer interaction, and a booming cloud environment have accelerated the scale of new software usage. These factors are providing new growth prospects to the Contact Center as a Service market."

Moreover, the ongoing innovations by major market players and efforts to improve business scalability, followed by investments by modern enterprises in new strategies that would assist them in migrating towards cloud-assisted customer service channels, have further augmented the overall market expansion.

Though CCaaS assists in generating essential contact center insights in real-time, the cost associated with quality control management, streamlined integration, and inbound and outbound call optimization can be high, hindering market growth.

Contact Center as a Service (CCaaS) market drivers?

  • A booming corporate culture is expected to drive market expansion.

Corporate culture streamlines a country's business objectives, which assists in identifying the goals to achieve positive economic growth. Major economies are witnessing positive growth in their corporate sector, with new business establishments taking place, and with the ongoing technological transition, the scale of business activities is set to accelerate.

According to the US Census, the number of formation applications for August 2024 reached 431,928 representing a 2.5% growth over the preceding month. The same source also specified that projected business formation experienced 2.6% growth in the same month. Likewise, cloud services are being adopted by the government and public sectors, further establishing a new framework for new customer relationship management channels.

The ongoing transition to Artificial Intelligence has created growth opportunities for generative and observational AI in customer engagement channels. This enhancement has allowed companies to streamline operations by capturing and analyzing agent interactions through contact center analytics.

Contact Center As A Service (CCaaS) Market Geographical Outlook:

  • North America is estimated to account for a significant market share.

Geographically, the contact center as a service market is segmented into North America, South America, Europe, the Middle East and Africa, and Asia Pacific. The North American market is expected to account for a considerable share and is estimated to grow constantly. This growth is fueled by ongoing investments in advanced technologies to bolster business operations, booming cloud computing, and corporate establishments in major regional economies, namely the United States and Canada.

Major market players, namely Microsoft, Amazon Web Service, Cisco, and Accenture are well-established in North America, and the companies have shown constant investment to bolster cloud infrastructure. For instance, according to AWB's "Economic Impact Study 2023", Amazon invested nearly US$108 billion between 2011 and 2022 to strengthen cloud computing infrastructure in the US.

Likewise, the European and Asia Pacific markets are anticipated to show steady growth during the forecast period owing to the growing corporate environment and strategic ventures to bolster corporate-customer communication. Middle East and South America are expected to account for a minimal market share.

Reasons for buying this report:-

  • Insightful Analysis: Gain detailed market insights covering major as well as emerging geographical regions, focusing on customer segments, government policies and socio-economic factors, consumer preferences, industry verticals, other sub- segments.
  • Competitive Landscape: Understand the strategic maneuvers employed by key players globally to understand possible market penetration with the correct strategy.
  • Market Drivers & Future Trends: Explore the dynamic factors and pivotal market trends and how they will shape up future market developments.
  • Actionable Recommendations: Utilize the insights to exercise strategic decision to uncover new business streams and revenues in a dynamic environment.
  • Caters to a Wide Audience: Beneficial and cost-effective for startups, research institutions, consultants, SMEs, and large enterprises.

What do businesses use our reports for?

Industry and Market Insights, Opportunity Assessment, Product Demand Forecasting, Market Entry Strategy, Geographical Expansion, Capital Investment Decisions, Regulatory Framework & Implications, New Product Development, Competitive Intelligence

Report Coverage:

  • Historical data & forecasts from 2022 to 2029
  • Growth Opportunities, Challenges, Supply Chain Outlook, Regulatory Framework, Customer Behaviour, and Trend Analysis
  • Competitive Positioning, Strategies, and Market Share Analysis
  • Revenue Growth and Forecast Assessment of segments and regions including countries
  • Company Profiling (Strategies, Products, Financial Information, and Key Developments among others)

Contact Center as a Service (CCaaS) market is analyzed into the following segments:

By Solution

  • Call Recording
  • Dialer
  • Customer Collaboration
  • Interactive Voice Response
  • Workforce Optimization
  • Others

By Service

  • Integration and Deployment
  • Support and Maintenance
  • Training and Consulting
  • Managed Service

By Enterprise Size

  • Small & Medium Enterprise (SMEs)
  • Large Enterprise

By Industry Vertical

  • BFSI
  • IT and Telecom
  • Hospitality
  • Government
  • Retail
  • Others

By Geography

  • North America
  • USA
  • Canada
  • Mexico
  • South America
  • Brazil
  • Argentina
  • Others
  • Europe
  • UK
  • Germany
  • France
  • Italy
  • Others
  • Middle East and Africa
  • Saudi Arabia
  • Israel
  • Others
  • Asia Pacific
  • Japan
  • China
  • India
  • South Korea
  • Indonesia
  • Thailand
  • 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 for the Stakeholders

2. RESEARCH METHODOLOGY

  • 2.1. Research Design
  • 2.2. Research Process

3. EXECUTIVE SUMMARY

  • 3.1. Key Findings
  • 3.2. Analyst View

4. MARKET DYNAMICS

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

5. CONTACT CENTER AS A SERVICE (CCAAS) MARKET BY SOLUTION

  • 5.1. Introduction
  • 5.2. Call Recording
  • 5.3. Dialer
  • 5.4. Customer Collaboration
  • 5.5. Interactive Voice Response
  • 5.6. Workforce Optimization
  • 5.7. Others

6. CONTACT CENTER AS A SERVICE (CCAAS) MARKET BY SERVICE

  • 6.1. Introduction
  • 6.2. Integration and Deployment
  • 6.3. Support and Maintenance
  • 6.4. Training and Consulting
  • 6.5. Managed Services

7. CONTACT CENTER AS A SERVICE (CCAAS) MARKET BY ENTERPRISE SIZE

  • 7.1. Introduction
  • 7.2. Small and Medium Enterprise (SMEs)
  • 7.3. Large Enterprise

8. CONTACT CENTER AS A SERVICE (CCAAS) MARKET BY INDUSTRY VERTICAL

  • 8.1. Introduction
  • 8.2. BFSI
  • 8.3. IT and Telecom
  • 8.4. Hospitality
  • 8.5. Government
  • 8.6. Retail
  • 8.7. Others

9. CONTACT CENTER AS A SERVICE (CCAAS) MARKET BY GEOGRAPHY

  • 9.1. Introduction
  • 9.2. North America
    • 9.2.1. USA
    • 9.2.2. Canada
    • 9.2.3. Mexico
  • 9.3. South America
    • 9.3.1. Brazil
    • 9.3.2. Argentina
    • 9.3.3. Others
  • 9.4. Europe
    • 9.4.1. UK
    • 9.4.2. Germany
    • 9.4.3. France
    • 9.4.4. Italy
    • 9.4.5. Others
  • 9.5. Middle East and Africa
    • 9.5.1. Saudi Arabia
    • 9.5.2. Israel
    • 9.5.3. Others
  • 9.6. Asia Pacific
    • 9.6.1. Japan
    • 9.6.2. China
    • 9.6.3. India
    • 9.6.4. South Korea
    • 9.6.5. Indonesia
    • 9.6.6. Thailand
    • 9.6.7. Others

10. COMPETITIVE ENVIRONMENT AND ANALYSIS

  • 10.1. Major Players and Strategy Analysis
  • 10.2. Market Share Analysis
  • 10.3. Mergers, Acquisitions, Agreements, and Collaborations
  • 10.4. Competitive Dashboard

11. COMPANY PROFILES

  • 11.1. Microsoft
  • 11.2. Amazon Web Services, Inc.
  • 11.3. Accenture
  • 11.4. ALE International
  • 11.5. Avaya LLC
  • 11.6. Tata Communication Services Limited
  • 11.7. Cisco
  • 11.8. Genesys
  • 11.9. 8x8, Inc.
  • 11.10. Evolve IP, LLC.
  • 11.11. Five9, Inc.
  • 11.12. Enghouse Interactive