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市場調查報告書

商品編碼

1566157

客服中心軟體市場規模、佔有率、成長分析，按組件、按部署類型、按組織規模、按行業、按地區 - 行業預測，2024-2031 年

Contact Center Software Market Size, Share, Growth Analysis, By Component, By Deployment Mode, By Organization Size (Large Enterprises, Small and Medium-Sized Enterprises ), By Vertical, By Region - Industry Forecast 2024-2031

出版日期: 2024年10月03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

2022年全球客服中心軟體市場規模預計為330.1億美元，從2023年的419.3億美元成長到2031年的1949.7億美元，在預測期內（2024-2031年）預計將以複合年成長率成長。 %。

由於機器學習、人工智慧、雲端運算和預測分析等新技術的整合，美國客服中心軟體市場預計將出現強勁成長，這將顯著增強服務台業務。隨著消費者越來越意識到自己的權利和服務，我們發現各行業的客戶諮詢量增加，特別是消費品、零售、醫療保健和 BFSI。企業越來越重視客戶服務，並增加對客服中心解決方案的投資，以改善客戶體驗和服務滿意度。此分析重點介紹了市場中正在改變服務互動的主要參與者，包括 NICE CXone、Genesys Cloud CX、3CX 和 Five9 Inc。技術進步促進了多管道溝通，使客戶能夠透過電話、視訊、電子郵件和社交媒體與企業互動。全通路解決方案變得至關重要。例如，Capital One 推出的 Amazon Connect 表示公司正在利用雲端基礎的技術來簡化客戶互動。透過無縫服務交付培養客戶忠誠度在競爭加劇的情況下，對複雜客服中心軟體的需求預計將穩步成長，並在未來的預測期內保持永續年成長率。隨著企業努力滿足不斷成長的客戶期望，不斷變化的格局顯示了客服中心解決方案的光明前景。

市場概況
解決方案
- 全管道路由
- 數位頻道
- 智慧路由
- 互動式語音應答 (IVR)
- 自動呼叫分配設備（ACD）
- 撥號器
- 虛擬代理
- 員工敬業度管理
- 勞動力最佳化
- 通話錄音和品管
- 遊戲化
- 報告與分析
- 歷史和客製化報告
- 音訊和文字分析
- 即時分析和儀表板
- 客戶參與管理
- IVR 和進階聊天
- 自助服務自動化
- 客戶調查
- 其他解決方案
服務
- 諮詢
- 實施與整合
- 培訓、支援和維護

客服中心軟體市場：依部署模式

市場概況
本地
雲

客服中心軟體市場：依組織規模

市場概況
主要企業
小型企業

客服中心軟體市場：依行業分類

市場概況
BFSI
通訊
醫療保健和生命科學
資訊科技與資訊科技服務
製造業
零售/消費品
政府和公共部門
能源/公共產業
其他行業

客服中心軟體市場規模：按地區

市場概況
北美洲
- 美國
- 加拿大
歐洲
- 德國
- 西班牙
- 法國
- 英國
- 義大利
- 其他歐洲國家地區
亞太地區
- 中國
- 印度
- 日本
- 韓國
- 其他亞太地區
拉丁美洲
- 巴西
- 其他拉丁美洲地區
中東和非洲 (MEA)
- 海灣合作理事會國家
- 南非
- 其他中東/非洲地區

競爭格局

前5名企業對比
主要企業市場定位（2023年）
主要市場參與者所採取的策略
近期市集活動
主要企業市場佔有率（2023年）

主要企業簡介

Genesys
Nice
IBM
AWS
Five9
Twilio
Transsion
Cisco
BT Group
Verizon
Avaya
Ericsson
8X8
Talkdesk
Alcatel-Lucent Enterprise
Sinch
Oracle
Ringcentral
Content Guru
Alvaria
Enghouse Systems Ltd.
3Clogic Inc
Ameyo
NEC Corporation
Vocalcom
Evolve IP
UJET
Amtelco
Avoxi
VCC Live
Glia Technologies
Bright Pattern
Computertalk
C-Zentrix

簡介目錄

Product Code: SQMIG45A2061

Global Contact Center Software Market size was valued at USD 33.01 billion in 2022 and is poised to grow from USD 41.93 billion in 2023 to USD 194.97 billion by 2031, growing at a CAGR of 21.18% during the forecast period (2024-2031).

The US Contact Center Software Market is set for robust growth, driven by the integration of emerging technologies such as machine learning, artificial intelligence, cloud computing, and predictive analytics, which significantly enhance help desk operations. As consumer awareness concerning rights and services rises, customer inquiries across various sectors-particularly consumer goods, retail, healthcare, and BFSI-are on the upswing. Companies are increasingly prioritizing customer service, leading to greater investment in contact center solutions to elevate customer experience and service satisfaction. This analysis highlights key players in the market, including NICE CXone, Genesys Cloud CX, 3CX, and Five9 Inc., whose offerings are transforming service interactions. Technological advancements have facilitated multi-channel communication, allowing customers to engage with businesses via phone, video, email, and social media. Omni-channel solutions are becoming essential; for example, Capital One's implementation of Amazon Connect showcases how businesses are leveraging cloud-based technologies to streamline client interactions. With intensifying competition to foster customer loyalty through seamless service delivery, the demand for sophisticated contact center software is projected to grow steadily, ensuring a sustainable compound annual growth rate (CAGR) in the upcoming forecast period. The evolving landscape indicates a promising future for contact center solutions as organizations strive to meet the growing expectations of their clients.

Top-down and bottom-up approaches were used to estimate and validate the size of the Global Contact Center Software 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 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.

Global Contact Center Software Market Segmental Analysis

Global Contact Center Software Market is segmented by Component, Deployment Mode, Organization Size, Vertical, and Region. Based on Component, the market is segmented into Solutions (Omnichannel Routing, Digital Channels, Intelligent Routing, Interactive Voice Response (IVR), Automatic Call Distributors (ACD), Dialers, Virtual Agents), Workforce Engagement Management (Workforce Optimization, Call Recording and Quality Management, Gamification), Reporting and Analytics (Historical and Customized Reports, Speech and Text Analytics, Real-Time Analytics and Dashboard), Customer Engagement Management (IVR and Advanced Chat, Self-Service Automation, Customer Surveys), Other Solutions), Services (Consulting, Implementation & Integration, Training, Support & Maintenance). Based on Deployment Mode, the market is segmented into On-Premises, Cloud. Based on Organization Size, the market is segmented into Large Enterprises, Small and Medium-Sized Enterprises (SMEs). Based on Vertical, the market is segmented into BFSI, Telecommunications, Healthcare & Life Sciences, IT & ITES, Manufacturing, Retail & Consumer Goods, Government & Public Sector, Energy & Utilities, Other Verticals. Based on region, the market is segmented into North America, Europe, Asia Pacific, Latin America and Middle East & Africa.

Driver of the Global Contact Center Software Market

The rising demand for automating customer care services is a pivotal driver of the Global Contact Center Software market. As businesses prioritize building and maintaining robust customer relationships, contact center executives are increasingly leveraging automation tools to enhance efficiency and effectiveness. This shift enables companies to allocate less time to routine inquiries and more time to addressing intricate problems, thereby fostering brand loyalty and encouraging customer retention. By streamlining processes and optimizing human resources, organizations are not only improving their service delivery but also enhancing their ability to attract new customers, ultimately fueling growth in the contact center software sector.

Restraints in the Global Contact Center Software Market

The Global Contact Center Software market faces significant restraints due to low First Call Resolution (FCR) rates and high Average Speed of Answer (ASA) metrics, which negatively impact customer and agent satisfaction. These inefficiencies lead to elevated abandonment rates and prolonged handle times, further escalating operational costs for contact centers. Despite concerted efforts from software providers to enhance responsiveness and resolve client inquiries efficiently, the persistent gap between attended calls and questions resolved on the first attempt remains a critical issue. The struggle to meet key performance indicators (KPIs) undermines overall service quality and can deter investment in advanced contact center solutions.

Market Trends of the Global Contact Center Software Market

The Global Contact Center Software market is witnessing a significant transformation driven by the retail sector's shift to omnichannel strategies, largely influenced by the rise of e-commerce. With over 70% of consumers open to online purchases and an increasing preference for seamless, integrated shopping experiences, contact centers are evolving from traditional, single-channel operations to sophisticated, omnichannel support systems. This trend presents lucrative opportunities for contact center software providers to innovate and enhance customer interactions. Countries like the United Kingdom are poised for rapid growth in omnichannel sales, solidifying the contact center's role in delivering personalized service and fostering customer loyalty in a competitive market landscape.

Introduction

Objectives of the Study
Definitions
Market Scope

Research Methodology

Information Procurement
Secondary & Primary Data Sources
Market Size Estimation
Market Assumptions & Limitations

Executive Summary

Market Overview Outlook
Supply Demand Trend Analysis
Segmental Opportunity Analysis

Market Dynamics & Outlook

Market Dynamics
- Drivers
- Opportunities
- Restraints
- Challenges
Porters Analysis
- Competitive rivalry
- Threat of Substitute Products
- Bargaining Power of Buyers
- Threat of New Entrants
- Bargaining Power of Suppliers

Key Market Insights

Key Success Factor
Degree of Competition
Top Investment Pockets
Ecosystem of the Market
Case Study Analysis
Supply Chain Analysis
Technology Analysis
Pricing Analysis
Patent Analysis
Regulatory Landscape
Customer & Buying Criteria Analysis

Contact Center Software Market, By Component

Market Overview
Solutions
- Omnichannel Routing
- Digital Channels
- Intelligent Routing
- Interactive Voice Response (IVR)
- Automatic Call Distributors (ACD)
- Dialers
- Virtual Agents
- Workforce Engagement Management
- Workforce Optimization
- Call Recording And Quality Management
- Gamification
- Reporting And Analytics
- Historical And Customized Reports
- Speech And Text Analytics
- Real-Time Analytics And Dashboard
- Customer Engagement Management
- IVR And Advanced Chat
- Self-Service Automation
- Customer Surveys
- Other Solutions
Services
- Consulting
- Implementation & Integration
- Training, Support & Maintenance

Contact Center Software Market, By Deployment Mode

Market Overview
On-Premises
Cloud

Contact Center Software Market, By Organization Size

Market Overview
Large Enterprises
Small And Medium-Sized Enterprises (SMEs)

Contact Center Software Market, By Vertical

Market Overview
BFSI
Telecommunications
Healthcare & Life Sciences
IT & ITES
Manufacturing
Retail & Consumer Goods
Government & Public Sector
Energy & Utilities
Other Verticals

Contact Center Software Market Size by Region

Market Overview
North America
- USA
- Canada
Europe
- Germany
- Spain
- France
- UK
- Italy
- Rest of Europe
Asia Pacific
- China
- India
- Japan
- South Korea
- Rest of Asia-Pacific
Latin America
- Brazil
- Rest of Latin America
Middle East & Africa (MEA)
- GCC Countries
- South Africa
- Rest of MEA

Competitive Landscape

Top 5 Player Comparison
Market Positioning of Key Players, 2023
Strategies Adopted by Key Market Players
Recent Activities in the Market
Key Companies Market Share (%), 2023

Key Company Profiles

Genesys
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Nice
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
IBM
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
AWS
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Five9
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Twilio
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Transsion
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Cisco
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
BT Group
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Verizon
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Avaya
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Ericsson
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
8X8
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Talkdesk
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Alcatel-Lucent Enterprise
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Sinch
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Oracle
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Ringcentral
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Content Guru
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Alvaria
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Enghouse Systems Ltd.
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
3Clogic Inc
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Ameyo
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
NEC Corporation
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Vocalcom
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Evolve IP
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
UJET
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Amtelco
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Avoxi
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
VCC Live
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Glia Technologies
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Bright Pattern
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Computertalk
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
C-Zentrix
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments