市場調查報告書
商品編碼
1530848
2030 年電信外包市場預測:按類型、服務、網路類型、部署、組織規模、最終用戶和地區進行的全球分析Telecom Outsourcing Market Forecasts to 2030 - Global Analysis By Type, Service, Network Type, Deployment, Organization Size, End User and by Geography |
根據Stratistics MRC預測,2024年全球電信外包市場規模將達220.1億美元,預計2030年將達到289.9億美元,預測期內複合年成長率為4.7%。
委託通常在內部處理的各種通訊業務的管理外包給外部服務供應商稱為電信外包。電訊可以透過外包降低營運成本並獲得專業知識,使他們能夠更加專注於核心業務。
根據電訊(ITU)的說法,電信外包已成為希望簡化業務並專注於核心業務的公司的策略方法。根據國際電信聯盟的報告,外包可以在利用專業技能和技術的同時實現有效的成本控制。
增強的客戶支持
通訊業者可以透過外包客戶支援和相關業務來提高服務品質和應對力。專業的外包合作夥伴配備了最新的顧客關懷技術和熟練的員工,可以有效地處理大量查詢。此外,在競爭激烈的市場中,必須透過縮短解決時間、提高客戶滿意度和改善整體客戶體驗來留住和獲取客戶。
保持服務品質和統一性
電力電信外包領域的一個主要障礙是確保一定水準的服務品質。當外包網路管理和客戶支援等關鍵業務時,電信公司可能會失去對服務交付的直接控制。影響客戶滿意度的不一致可能是由不同的績效標準、溝通障礙和文化差異所造成的。此外,確保第三方提供者滿足公司的品質標準需要強大的監控系統、明確的合約義務和持續的協作。
利用最尖端科技
電信業者為加速營運商採用 5G、人工智慧 (AI) 和物聯網 (IoT) 等最尖端科技提供了巨大的機會。專業外包合作夥伴可以提供更有效部署這些技術所需的基礎架構和專業知識。為了獲得市場競爭優勢,電信業者可以透過將網路管理外包給5G技術專家來加速5G服務的推出。此外,由第三方供應商管理的人工智慧客戶支援系統可以提高客戶滿意度和服務效率。
供應商之間的競爭加劇
在電信外包市場,供應商之間的合約競爭正在加劇。由於競爭激烈,價格可能下降,服務提供者的利潤率可能下降,這可能會影響所提供服務的品質。電訊無法僅根據成本來區分供應商,這使得很難選擇在不犧牲服務品質或創新的情況下提供低價的合作夥伴。此外,市場飽和可能導致提供者整合,限制通訊業者的選擇和議價能力。
COVID-19 的爆發對電力電信外包市場產生了重大影響,迫使電訊解決以前未見過的障礙,例如網路流量增加、轉向遠端工作以及改善數位基礎設施的需求。為了有效滿足這些需求,通訊業者被迫轉向外包,作為快速擴展營運和維持連續性的策略必要性。然而,疫情也讓人關注國際供應鏈的弱點以及過度依賴外部供應商的危險。
預計客服中心外包產業在預測期內將是最大的
在電信外包市場中,客服中心外包產業佔最大的市場佔有率。通訊業者認為客服中心外包對於改善客戶服務和降低成本至關重要。隨著通訊服務變得更加複雜並且需要 24 小時客戶支持,通訊業者正在將客服中心外包給專業公司,以有效處理大量客戶查詢、技術支援請求和服務請求。客服中心外包還允許通訊業者利用人工智慧和分析支援的聊天機器人等尖端工具來提高客戶滿意度和服務品質。
預計行動產業在預測期內複合年成長率最高
在電信外包市場中,行動領域預計將以最高的複合年成長率成長。對行動服務的需求不斷成長、智慧型手機的廣泛使用以及 5G 網路的持續全球部署是這一爆炸性成長的主要原因。隨著行動網路變得更加複雜和資料集中,通訊業者擴大將網路管理、客戶支援和基礎設施維護等業務外包給專業供應商。此外,這使我們能夠有效應對與行動服務成長相關的挑戰,同時在快速變化的市場中保持競爭力。
電力電信外包市場以亞太地區為主。該地區強大的通訊網路、負擔得起的勞動力以及大量優秀的外包服務供應商是該地區主導的關鍵因素。電力電信外包的主要中心包括菲律賓和印度,它們以其具有競爭力的價格、技術知識和流利的其他語言吸引了來自世界各地的電訊公司。此外,由於5G技術的同步推出以及行動和網路服務的快速擴張,亞太地區的外包需求正在激增。
拉丁美洲預計將成為電信外包市場複合年成長率最高的地區。這一成長的推動因素包括全部區域對先進數位服務的需求不斷成長、行動用戶數量的增加以及通訊基礎設施投資的增加。隨著拉丁美洲通訊業者對其網路進行現代化改造並增強其服務產品,他們擴大轉向外包來控制成本並獲得專業知識。此外,該地區的經濟成長和旨在改善數位連接的政府支持政策進一步加速了電信外包的採用。
According to Stratistics MRC, the Global Telecom Outsourcing Market is accounted for $22.01 billion in 2024 and is expected to reach $28.99 billion by 2030 growing at a CAGR of 4.7% during the forecast period. Contracting outside service providers to manage a range of telecommunications tasks that are normally handled internally is known as telecom outsourcing. Telecom companies can lower operating costs, obtain access to specialized knowledge, and concentrate more on their core business operations by outsourcing these services.
According to the International Telecommunication Union (ITU), telecom outsourcing has become a strategic approach for companies aiming to enhance operational efficiency and focus on core business functions. The ITU reports that this practice allows organizations to leverage specialized skills and technologies while managing costs effectively.
Enhanced client support
Telecom companies can enhance the quality and responsiveness of their services by outsourcing customer support and related tasks. With the latest customer care technology and skilled staff to manage a large number of inquiries with efficiency, specialized outsourcing partners are well-equipped. Moreover, in a market where competition is fierce, it is essential to retain and attract customers through faster resolution times, higher customer satisfaction, and an improved overall client experience.
Maintaining service quality and uniformity
A significant obstacle in the field of telecom outsourcing is ensuring a constant level of service quality. Telecom companies run the risk of losing direct control over service delivery when they outsource vital tasks like network management or customer support. Inconsistencies that affect customer satisfaction can be caused by differences in performance standards, communication breakdowns, or cultural differences. Furthermore, robust monitoring systems, explicit contractual obligations, and continuous cooperation are necessary to guarantee that third-party providers live up to the company's quality standards.
Utilizing cutting-edge technologies
Outsourcing offers a major chance to quicken the adoption of cutting-edge technologies like 5G, artificial intelligence (AI), and the Internet of Things (IoT) by telecom companies. Partners in specialized outsourcing can offer the infrastructure and know-how required to deploy these technologies more effectively. To gain a competitive edge in the market, telecom companies can accelerate the rollout of 5G services by outsourcing network management to experts in 5G technology. Additionally, third-party vendor-managed AI-powered customer support systems can improve customer satisfaction and service efficiency.
Rising rivalry among suppliers
There is fierce competition among the providers in the telecom outsourcing market as they compete for contracts. Because of the fierce competition, prices may drop and service providers' profit margins may narrow, which could have an effect on the caliber of services provided. Telecom businesses may find it difficult to choose a partner that offers lower prices without sacrificing service quality or innovation because they are unable to discern between providers solely on the basis of cost. Moreover, provider consolidation may result from the saturation of the market, which would limit telecom companies' options and possibly their negotiating leverage.
The COVID-19 pandemic had a major effect on the telecom outsourcing market, driving up demand for outsourced services as telecom providers had to deal with hitherto unseen obstacles like growing network traffic, the move to remote work, and the requirement for improved digital infrastructure. In order to effectively manage these demands, telecom companies had to turn to outsourcing as a strategic necessity that allowed them to scale operations quickly and maintain continuity. The pandemic did, however, also draw attention to weaknesses in international supply chains and the dangers of relying too much on outside suppliers.
The Call Center Outsourcing segment is expected to be the largest during the forecast period
In the telecom outsourcing market, the call center outsourcing segment has the largest market share. In their quest to improve customer service while controlling expenses, telecom companies now consider this segment essential. Telecom companies can effectively manage large volumes of customer inquiries, technical support requests, and service requests by outsourcing call centers to specialized providers, owing to the growing complexity of telecom services and the requirement for round-the-clock customer support. Additionally, call center outsourcing enables telecom firms to take advantage of cutting-edge tools like chatbots powered by artificial intelligence and analytics to enhance customer satisfaction and service quality.
The Mobile segment is expected to have the highest CAGR during the forecast period
In the market for telecom outsourcing, the mobile segment is anticipated to grow at the highest CAGR. The increasing demand for mobile services, the broad use of smartphones, and the ongoing global rollout of 5G networks are the main causes of this explosive growth. Telecom companies are increasingly outsourcing tasks like network management, customer support, and infrastructure maintenance to specialized providers as mobile networks grow more intricate and data-intensive. Furthermore, this enables them to effectively handle the difficulties of growing mobile services while maintaining their competitiveness in a market that is changing quickly.
The telecom outsourcing market is dominated by the Asia-Pacific region. The region's robust telecommunications network, affordable labor, and abundance of competent outsourcing service providers are the main drivers of its dominance. Major centers for telecom outsourcing include the Philippines and India, which draw telecom companies from around the world with their competitive pricing, technical know-how, and fluency in other languages. Moreover, the Asia-Pacific region has witnessed a surge in demand for outsourcing due to the simultaneous rollout of 5G technology and the rapid expansion of mobile and internet services.
In the telecom outsourcing market, Latin America is predicted to have the highest CAGR. This growth is fueled by rising demand for advanced digital services throughout the region, a growing mobile subscriber base, and rising investments in telecommunications infrastructure. Telecom companies in Latin America are increasingly using outsourcing to control costs and gain access to specialized knowledge as they look to modernize their networks and enhance service delivery. Furthermore, the adoption of telecom outsourcing has been further accelerated by the region's expanding economy and supportive government policies meant to improve digital connectivity.
Key players in the market
Some of the key players in Telecom Outsourcing market include Huawei Technologies Co. Ltd, Ericsson AB, Hewlett Packard Enterprise Co, IBM Corporation, Accenture, NEC Corporation, Tata Consultancy Services (TCS), Cognizant, ZTE Corporation, Fujitsu Limited, Wipro, Cisco Systems Inc., Tech Mahindra, Infosys, HCL Technologies, Nokia Networks and Motorola Solutions Inc.
In July 2024, IBM announced that it has secured a five-year contract with $26 million in initial funding from the U.S. Agency for International Development (USAID) to support its Cybersecurity Protection and Response (CPR) program aimed to expand and enhance the agency's cybersecurity response support for host governments in the Europe and Eurasia (E&E) region.
In April 2024, Huawei and EDMI announced signing a patent license agreement under fair, reasonable, and non-discriminatory (FRAND) conditions. Huawei will grant a cellular IoT Standard Essential Patents (SEPs) license, including NB-IoT, LTE-M and LTE Cat.
In November 2023, Hewlett Packard Enterprise (HPE) announced its extending collaboration with Nvidia (NVDA) to boost its reach into generative artificial intelligence (AI). The company said the agreement will help create what it called the next series of AI-native and hybrid cloud offerings.
Note: Tables for North America, Europe, APAC, South America, and Middle East & Africa Regions are also represented in the same manner as above.