CCaaS（聯絡中心即服務）按職能、公司規模和行業劃分的全球市場規模、份額和增長分析 - 行業預測 (2023-2030)

Global Contact Center As A Service Market Size, Share, Growth Analysis, By Function(Interactive Voice Response, Multichannel), By Enterprise Size, By Industry - Industry Forecast 2023-2030

出版日期: 2023年04月02日 | 出版商:

SkyQuest | 英文 157 Pages | 商品交期: 3-5個工作天內

價格

簡介目錄

到 2030 年，全球 CCaaS（聯絡中心即服務）市場規模將從 2022 年的 44.3 億美元達到 171.2 億美元，預測期內（2023-2030 年）的複合年增長率預計將增長 19.1%。

本報告研究和分析全球 CCaaS（聯絡中心即服務）市場，提供市場動態和前景、細分市場分析、公司概況等。

內容

執行摘要

調查方法

母市場分析

主要市場考慮因素

技術分析
價格分析
供應鏈分析
價值鏈分析
市場生態系統
知識產權分析
貿易分析
啟動分析
原材料分析
創新矩陣
管道產品分析
宏觀經濟指標
主要投資分析
關鍵成功因素
爭用程度

市場動態與展望

市場動態
驅動程序
機會
制約因素
任務
監管情況
波特五力分析
對未來混亂的特殊考慮

全球 CCaaS（聯絡中心即服務）市場：按功能分類

市場概況
交互式語音應答 (IVR)
多渠道
自動呼叫分配
計算機電話集成 (CTI)
報告
分析
勞動力優化
客戶協作
其他

全球CCaaS（聯絡中心即服務）市場：按公司規模劃分

市場概況
中小企業
大公司

按行業劃分的全球 CCaaS（聯絡中心即服務）市場

市場概況
BFSI
IT/通信
政府
醫療
消費品/零售
旅行和招待
媒體和娛樂
其他

按地區劃分的 CCaaS（聯絡中心即服務）全球市場規模

市場概況
北美
美國
加拿大
歐洲
德國
西班牙
法國
英國
歐洲其他地區
亞太地區
中國
印度
日本
韓國
亞太地區其他地區
拉丁美洲
巴西
其他拉丁美洲地區
中東和非洲
海灣合作委員會國家
南非
其他中東和非洲地區

競爭格局

前 5 家公司的比較
主要公司的市場定位（2021 年）
主要市場公司採用的策略
關鍵成功策略
最近的市場活動
主要公司的市場份額（2021 年）

主要公司簡介

Genesys (US)
Avaya (US)
Five9 (US)
Talkdesk (US)
NICE inContact
Cisco Systems
Amazon Web Services (AWS)
Twilio
Vonage
RingCentral
8x8
Zendesk
Mitel Networks Corporation
Alcatel-Lucent Enterprise
Serenova
Aspect Software
Unify
Connect First
Sharpen Technologies
LivePerson

簡介目錄

Product Code: SQMIG45F2039

Global Contact Center As A Service (CCaaS) Market size was valued at USD 3.71 billion in 2021 and is poised to grow from USD 4.43 billion in 2022 to USD 17.12 billion by 2030, growing at a CAGR of 19.1% in the forecast period (2023-2030).

The global Contact Center as a Service (CCaaS) market refers to the industry that provides cloud-based contact center solutions to organizations. CCaaS enables businesses to outsource their contact center infrastructure and operations to a third-party service provider. It offers a range of features and functionalities, including inbound and outbound call management, interactive voice response (IVR), omnichannel support, workforce management, and analytics. CCaaS solutions are scalable, flexible, and accessible from anywhere, providing organizations with cost-effective and efficient customer service capabilities.

Top-down and bottom-up approaches were used to estimate and validate the size of the Global Contact Center As A Service (CCaaS) Market and to estimate the size of various other dependent submarkets. The research methodology used to estimate the market size includes the following details: The key players in the market were identified through secondary research, and their market shares in the respective regions were determined through primary and secondary research. This entire procedure includes the study of the annual and financial reports of the top market players and extensive interviews for key insights from industry leaders such as CEOs, VPs, directors, and marketing executives. All percentage shares split, and breakdowns were determined by using secondary sources and verified through Primary sources. All possible parameters that affect the markets covered in this research study have been accounted for, viewed in extensive detail, verified through primary research, and analyzed to get the final quantitative and qualitative data.

Segments covered in this report:

The Global Contact Center as a Service (CCaaS) Market is segmented based on Function, Enterprise Size, Industry, and Region. Based on Function Contact Center As A Service Market is categorized into Interactive Voice Response (IVR), Multichannel, Automatic Call Distribution, Computer Telephony Integration (CTI), Reporting and Analytics, Workforce Optimization, Customer Collaboration, and Others, Based on Enterprise Size Contact Center As A Service Market is categorized into Small & Medium Enterprises and Large Enterprises, Based on Industry Contact Center As A Service Market is categorized into BFSI, IT & Telecommunications, Government, Healthcare, Consumer Goods & Retail, Travel & Hospitality, Media & Entertainment, and Others. Based on the region Contact Center As A Service Market is categorized into North America, Europe, Asia-Pacific, South America, and MEA.

Driver

CCaaS eliminates the need for significant upfront investments in hardware, infrastructure, and maintenance. By leveraging cloud-based solutions, organizations can reduce IT infrastructure costs and scale their contact center operations based on demand. The pay-as-you-go model of CCaaS allows businesses to align costs with actual usage. The rise of remote and distributed workforces has accelerated the adoption of CCaaS solutions. These solutions enable agents to work from anywhere with an internet connection, ensuring business continuity and flexibility in operations. CCaaS offers remote management capabilities, real-time monitoring, and collaborative tools to support a dispersed workforce.

Restraint

Contact centers handle sensitive customer data, making data security and privacy crucial considerations. Organizations may have concerns about data protection when transitioning to cloud-based CCaaS solutions. Ensuring compliance with data protection regulations and implementing robust security measures are essential for successful CCaaS implementation.

Market Trends

CCaaS solutions are evolving to provide seamless omnichannel customer engagement across multiple communication channels, including voice, email, chat, social media, and SMS. Integration with customer service platforms and unified communication tools enables a consistent customer experience and efficient agent workflows. AI-powered capabilities, such as natural language processing (NLP), chatbots, and virtual assistants, are increasingly integrated into CCaaS solutions. These technologies automate routine interactions, provide self-service options, and assist agents with real-time information, enhancing efficiency and improving customer satisfaction.