雲端型客服中心市場:現狀分析與預測(2022年～2030年)

Cloud-based Contact Center Market: Current Analysis and Forecast (2022-2030)

出版日期: 2023年05月01日 | 出版商:

UnivDatos Market Insights Pvt Ltd | 英文 149 Pages | 商品交期: 最快1-2個工作天內

價格

簡介目錄

由於對個性化和簡化的客戶服務的需求不斷增長，雲端型聯絡中心市場預計將以約 23% 的穩定速度增長。此外，全渠道聯絡中心的日益普及，提高了渠道可用性，也是推動市場增長的一個因素。此外，雲端型聯絡中心推出的產品數量不斷增加也是推動市場增長的最突出因素之一。

2021年，北美將主導全球雲聯絡中心市場。北美的壓倒性佔有率很大程度上歸功於雲端型聯絡中心的靈活性、可擴展性、成本效益、改進的可訪問性和移動性。雲端型解決方案為傳統的本地系統提供了靈活且可擴展的替代方案。這種可擴展性使企業能夠快速響應不斷變化的呼叫量和客戶需求，這對於具有季節性或不可預測需求的行業尤其重要。

A cloud-based call center (also known as a cloud call center) is a web-based software platform for handling incoming and outgoing corporate communications. Being cloud-based, cloud call center technology does not require a physical location. It also means anytime, anywhere access, giving you the flexibility to deploy remote agents around the world and scale the workforce to meet demand as needed.

The Cloud-based Contact Center Market is expected to grow at a steady rate of around 23% owing to the growing need for personalized and streamlined customer interactions. Moreover, the increasing popularity of omnichannel contact centers to improve the availability of channels is another factor helping the market to grow. Additionally, the increasing number of products launched in the cloud-based contact center is one of the most prominent factors contributing to the growth of the market. For instance, in July 2022, Microsoft launched a new Digital Contact Center Platform that combines several distinct capabilities across Dynamics 365, Teams, Power Platform, Azure, and Nuance, showing off the power of its platform strategy.

Based on component, the market is bifurcated into solutions and services. The solutions segment held a prominent share of the market in 2021 and is expected to grow at a prominent CAGR during the forecasted period. This is because a cloud-based contact center allows businesses to build the exact solution needed through application programming interfaces (APIs) rather than adopting immutable hardware and software. Moreover, cloud-based contact centers also enable greater agent versatility, improve agent efficiency, reduce cost, and enhance security

On the basis of organization size, the market is bifurcated into large enterprises and SMEs. Among these, large enterprises dominated the market in 2021 mainly because they are the early adopters of cloud-based contact center solutions. Factors such as the reduction in capital and operational expenditure and the large customer base are some of the most prominent factors contributing to segmental growth. Additionally, the rising trend of remote working is also supporting the growth of this segment

By application, interactive voice response, automatic call distribution, call recording, workforce optimization, and others. The interactive voice response catered to a significant share of the global cloud-based contact center market in 2021 majorly due to the benefits it offers to the organizations such as efficient call routing, lower operational costs, error reduction, increased security, and others. Besides, IVR offers virtual receptionist and operator options to save labor costs and free up time for the service team. This allows making better use of the resources while meeting the needs of the customers

Based on industry, banking & financial services, media & entertainment, healthcare, information & communication technology, and others. Compliance, flexibility, scalability, cost-effectiveness, integration capabilities, and advanced analytics capabilities are some factors that are playing a major role in driving the demand for cloud-based contact centers in the banking and financial services industry. As banking companies continue to prioritize customer centricity, cloud-based solutions are becoming an integral part of their overall customer service strategy

For a better understanding of the market adoption of the cloud-based contact center industry, the market is analyzed based on its worldwide presence in the countries such as North America (U.S., Canada, Rest of North America), Europe (Germany, U.K., France, Spain, Italy, Rest of Europe), Asia-Pacific (China, Japan, India, Rest of Asia-Pacific), Rest of World. North America held the major share of the global cloud-based contact center market in 2021. The dominating share of North America can be largely attributed to the flexibility, scalability, cost-effectiveness, better accessibility, and mobility of cloud-based contact centers. Cloud-based solutions offer a flexible and scalable alternative to traditional on-premises systems. This scalability allows businesses to quickly adapt to changing call volume and customer needs, which is especially important in industries with high seasonality or unpredictable demand

Some of the major players operating in the market include: Genesys; Ameyo; Aircall; RingCentral, Inc.; Amazon Web Services, Inc.; Microsoft; Cisco Systems, Inc.; Oracle; Avaya LLC; and TATA Consultancy Services Limited.

1 MARKET INTRODUCTION

1.1. Market Definitions
1.2. Main Objective
1.3. Stakeholders
1.4. Limitation

2 RESEARCH METHODOLOGY OR ASSUMPTION

2.1. Research Process of the Cloud-based Contact Center Market
2.2. Research Methodology of the Cloud-based Contact Center Market
2.3. Respondent Profile

3 MARKET SYNOPSIS

4 EXECUTIVE SUMMARY

5 IMPACT OF COVID-19 ON THE CLOUD-BASED CONTACT CENTER MARKET

6 CLOUD-BASED CONTACT CENTER MARKET REVENUE, 2020-2030F

7 MARKET INSIGHTS BY COMPONENT

7.1. Solutions
7.2. Services

8 MARKET INSIGHTS BY ORGANIZATION SIZE

8.1. Large Enterprises
8.2. SMEs

9 MARKET INSIGHTS BY APPLICATION

9.1. Interactive Voice Response
9.2. Automatic Call Distribution
9.3. Call Recording
9.4. Workforce optimization
9.5. Others

10 MARKET INSIGHTS BY INDUSTRY

10.1. Banking & Financial Services
10.2. Media & Entertainment
10.3. Healthcare
10.4. Information & Communication Technology
10.5. Others

11 MARKET INSIGHTS BY REGION

11.1. North America
- 11.1.1. U.S.
- 11.1.2. Canada
- 11.1.3. Rest of North America
11.2. Europe
- 11.2.1. Germany
- 11.2.2. U.K.
- 11.2.3. France
- 11.2.4. Italy
- 11.2.5. Spain
- 11.2.6. Rest of Europe
11.3. Asia-Pacific
- 11.3.1. China
- 11.3.2. Japan
- 11.3.3. India
- 11.3.4. Rest of Asia-Pacific
11.4. Rest of World