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商品編碼

1496139

隊列管理系統市場：現況分析與預測（2024-2032）

Queue Management System Market: Current Analysis and Forecast (2024-2032)

出版日期: 2024年05月01日 | 出版商:

UnivDatos Market Insights Pvt Ltd | 英文 152 Pages | 商品交期: 最快1-2個工作天內

價格

簡介目錄

由於人們越來越重視客戶滿意度，尤其是在服務業，隊列管理系統市場預計將以約 4.25% 的複合年增長率成長。對客戶滿意度的日益重視是推動隊列管理系統需求的關鍵因素。企業逐漸認識到為客戶提供無縫、高效和個人化體驗的重要性。隊列管理系統使組織能夠最大限度地減少等待時間、減少挫折感並提供個人化交互，最終提高客戶滿意度。例如，American Express進行的一項研究發現，86% 的客戶願意為更好的客戶體驗支付更多費用。此外，組織正在尋找簡化營運、降低成本和優化資源分配的方法。佇列管理系統可以透過最大限度地減少等待時間、降低勞動成本和提高員工生產力來幫助您實現這些目標。此外，隊列管理系統不再局限於醫療保健和金融等傳統產業。隨著組織意識到高效隊列管理的好處，零售、教育和政府等各行業的需求都在成長。最後，隊列管理系統與物聯網、人工智慧和區塊鏈等新技術的集合成為增強功能、效率和創新開啟了新的可能性。這些因素正在推動環境並影響隊列管理系統在各行業的普及。

根據組件，市場分為硬體、軟體和服務。儘管這三個部分都發揮著重要作用，但軟體部分已成為佇列管理系統中採用最廣泛的元件。軟體元件是佇列管理系統的支柱，可讓企業管理客戶流量、追蹤等待時間並分析客戶行為。軟體解決方案具有靈活性、可擴展性，並且易於與現有系統集成，使其成為許多企業的首選。軟體領域的上升軌跡是由多種因素造成的。其中之一是成本效益。軟體解決方案通常比硬體組件更具成本效益，無需昂貴的硬體升級或更換。此外，該軟體解決方案可與現有系統（例如 CRM、ERP 和其他業務應用程式）無縫集成，這使其對各種規模的企業都具有吸引力。最後，軟體解決方案提供即時分析，使企業能夠做出數據驅動的決策並優化營運。這些是推動軟體解決方案成為各個市場隊列管理系統領先部分的一些因素。

根據隊列類型，市場分為結構化隊列、非結構化隊列、基於資訊亭的隊列和移動隊列。在當今的市場中，結構化隊列部分推動了對隊列管理系統的大部分需求。結構化佇列涉及客戶在排隊等待服務時必須遵循的預定義路線或規則。結構化隊列旨在優化排隊流程、確保高效的服務交付並最大限度地減少客戶等待時間。這對於擁有大量客戶的企業（例如銀行、政府機關、醫療機構和零售商店）尤其重要。透過實施結構化隊列，這些組織可以簡化營運、提高客戶滿意度並提高生產力。此外，結構化佇列通常包含虛擬排隊、佇列管理顯示和自動呼叫系統等功能，這些功能可顯著改善客戶體驗。客戶可以收到準確的等待時間預測，在輪到他們時收到通知，甚至可以遠端預訂隊列中的位置。這種程度的便利性和透明度有助於提高客戶滿意度並培養忠誠度和回頭客。這些進步以及其他一些進步促成了標準隊列部分的主導地位，為隊列管理系統帶來了最大的收入。

根據部署，市場分為基於雲端的市場和本地市場。隊列管理系統最廣泛採用的部署模型是基於雲端的解決方案。基於雲端的系統不需要昂貴的硬體安裝、維護或升級，這使得它們對於中小型企業來說特別具有成本效益。此外，雲端解決方案基於訂閱的定價模式提供了更高的成本可預測性和可擴展性。此外，基於雲端的佇列管理系統可以快速、輕鬆地部署，無需複雜的軟體安裝或硬體配置。更新和升級由您的服務提供者處理，從而減輕組織 IT 資源的負擔。此外，可以透過網路連接從任何地方存取基於雲端的系統，從而實現遠端監控和管理。這種移動性對於擁有多個地點和分散勞動力的組織來說是有利的。這些因素在使基於雲端的服務成為對各種規模的企業有吸引力的主張方面發揮著關鍵作用。

依應用劃分，市場分為報告和分析、預約管理、客戶服務、查詢處理、商店管理、勞動力優化、即時監控和其他（數位看板、客戶參與）。全球隊列管理系統最廣泛採用的部分是客戶服務和店內管理。改善客戶體驗任何企業的主要目標之一都是提供出色的客戶體驗，而隊列管理系統在實現這一目標方面發揮關鍵作用。漫長的等待時間和混亂的隊列會導致客戶沮喪，從而對滿意度和忠誠度產生負面影響。透過實施隊列管理系統，企業可以簡化佇列流程、減少等待時間，並為客戶提供更有條理、更有效率的體驗。此外，佇列管理系統透過提供有關佇列長度、等待時間和服務率的即時資料來幫助最佳化操作。這些資訊使公司能夠更有效地分配資源，例如在高峰時段調整人員配置或增加更多服務櫃檯。透過提高營運效率，公司可以降低成本並提高生產力。此外，佇列管理系統通常與其他系統集成，例如預訂排程和客戶關係管理 (CRM) 平台。這種整合使企業能夠為其客戶提供無縫、個人化的服務體驗。例如，客戶可以在線上預約、接收提醒並在抵達後快速獲得服務，從而減少等待時間並增強整體服務交付。這些因素使隊列管理系統成為面向消費者的企業的重要資產，並推動隊列管理系統在各個行業的廣泛採用。

市場依行業分為銀行、教育、餐廳、醫院、公共設施、零售、活動、服務台、機場、車輛服務等。在全球市場中，醫院和醫療機構佔據了排隊管理系統需求的大部分。這種成長軌跡的上升趨勢是由於多種因素造成的，其中包括大量的患者群體。由於醫院及醫療機構病患人數較多，接待處、診斷中心、計費櫃檯、急診室等各服務點經常人滿為患，排隊。排隊管理系統使醫院能夠有效分配病患流量、消除瓶頸並有效利用資源。此外，隊列管理系統透過減少等待時間、即時隊列更新以及提供行動登記和預約安排等便利設施來幫助改善患者體驗。其他行業，如銀行、零售和機場，也廣泛採用隊列管理系統，但由於醫療服務的敏感性、患者量大、服務點多、監管合規要求以及對患者體驗的日益關注。成長，醫院和醫療機構已成為推動全球排隊管理系統需求的最主要領域之一。

為了更瞭解隊列管理的市場採用情況，我們將市場分為北美（美國、加拿大、北美其他地區）、歐洲（德國、英國、法國、西班牙、義大利、歐洲其他地區）、亞太地區（中國、日本、印度）、澳洲和世界其他地區（亞太地區）以及世界其他地區。亞太地區為隊列管理系統提供了巨大的市場潛力，並佔據了大部分收入。它主要受益於該地區所見證的城市化趨勢。亞太地區正在經歷快速的城市化和人口增長，增加了零售、醫療保健和交通等各個行業對高效排隊管理解決方案的需求。例如，根據聯合國預測，到2050年，亞太地區近64%的人口將居住在城市地區。人口湧入城市地區增加了對簡化隊列管理系統的需求，以改善客戶體驗並提高營運效率。此外，亞太地區還擁有一些全球最大、成長最快的零售和電子商務市場，包括中國、印度和東南亞國家。例如，Asian Development Bank（ADB）發佈的報告顯示，電子商務正在全球經濟中迅速擴張，2019年佔全球GDP的3.8%，2021年將增加至5.4%。預計到2025年將達到6.4%。推動這一成長的因素包括智慧型手機的使用、線上購物的便利性、產品多樣性和技術進步。亞太地區在 B2C 和零售電子商務領域處於領先地位，預計到 2025 年將佔據 61% 的市場佔有率。亞太地區也處於採用行動應用、雲端運算和人工智慧 (AI) 等數位技術的前沿。這種數位轉型為隊列管理系統的實施鋪平了道路，該系統利用這些技術提供無縫的客戶體驗。例如，基於行動裝置的隊列管理解決方案在新加坡、韓國和日本等國家越來越受歡迎。亞太地區多國政府正積極推動智慧城市發展，並實施提升公共服務的措施。隊列管理系統透過優化服務交付和改善醫療、交通和政府等各部門的公民體驗，在這些努力中發揮關鍵作用。除此之外，這些發展正在影響排隊管理系統在亞太地區的擴散並創造有利的環境。

A queue management system is a software application designed to manage and organize customer queues or waiting lines in various service environments, such as banks, hospitals, government offices, and retail stores. The primary goal of a queue management system is to enhance the customer experience by streamlining the waiting process and reducing perceived wait times.

The Queue Management System Market is expected to grow at a strong CAGR of around 4.25%, owing to the growing focus on customer satisfaction, particularly in the services industry. The growing emphasis on customer satisfaction is a significant factor driving the demand for queue management systems. Businesses are recognizing the importance of providing seamless, efficient, and personalized experiences to their customers. Queue management systems enable organizations to minimize wait times, reduce frustration, and offer personalized interactions, ultimately enhancing customer satisfaction. For instance, the study done by American Express found that 86% of customers are willing to pay more for a better customer experience. Furthermore, organizations are seeking ways to streamline their operations, reduce costs, and optimize resource allocation. Queue management systems help achieve these goals by minimizing wait times, reducing labor costs, and improving staff productivity. Additionally, Queue management systems are no longer limited to traditional industries like healthcare and finance. The demand is growing across various sectors, including retail, education, and government, as organizations recognize the benefits of efficient queue management. Lastly, the integration of queue management systems with emerging technologies like IoT, AI, and blockchain is opening up new possibilities for enhanced functionality, efficiency, and innovation. Factors such as these are fostering a conducive environment, influencing the widespread adoption of Queue management systems across various industries.

Based on components, the market is segmented into hardware, software, and service. While all three segments play a crucial role, the software segment has emerged as the most widely adopted component in queue management systems. The software component is the backbone of a queue management system, enabling businesses to manage customer flow, track wait times, and analyze customer behavior. Software solutions offer flexibility, scalability, and ease of integration with existing systems, making them a preferred choice for many businesses. This upward trajectory of the software segment can be attributed to a multitude of factors. One such factor is cost-effectiveness. Software solutions are often more cost-effective than hardware components, eliminating the need for expensive hardware upgrades or replacements. Furthermore, software solutions can be seamlessly integrated with existing systems, such as CRM, ERP, and other business applications, making it an attractive proposition for businesses of all sizes. Lastly, software solutions provide real-time analytics, enabling businesses to make data-driven decisions and optimize their operations. These are some of the factors leading to the emergence of software solutions as a predominant segment of queue management systems across various markets.

Based on queue type, the market is categorized into structured queues, unstructured queues, kiosk-based, and mobile queues. The structured queue segment generates the major portion of demand for queue management systems in today's marketplace. Structured queues involve predefined paths and rules for customers to follow when waiting in line for service. Structured queues are designed to optimize the queuing process, ensuring efficient service delivery and minimizing customer wait times. This is particularly crucial for businesses that deal with high customer volumes, such as banks, government offices, healthcare facilities, and retail stores. By implementing structured queues, these organizations can streamline their operations, improve customer satisfaction, and increase productivity. Furthermore, structured queues often incorporate features like virtual queuing, queue management displays, and automated call systems, which significantly enhance the customer experience. Customers can receive accurate wait time estimates, receive notifications when their turn is approaching, and even reserve their place in the queue remotely. This level of convenience and transparency contributes to higher customer satisfaction rates, fostering loyalty and repeat business. These advancements, along with some others, have contributed to this dominion of the standard queue segment, generating maximum revenue for the queue management system.

Based on deployment, the market is bifurcated into cloud-based and on-premise. The most widely adopted deployment model for queue management systems is cloud-based solutions. Cloud-based systems eliminate the need for expensive hardware installations, maintenance, and upgrades, making them more cost-effective, especially for small and medium-sized businesses. The subscription-based pricing model of cloud solutions also offers better cost predictability and scalability. Furthermore, cloud-based queue management systems can be deployed quickly and easily without the need for complex software installations or hardware configurations. Updates and upgrades are handled by the service provider, reducing the burden on the organization's IT resources. Additionally, cloud-based systems can be accessed from anywhere with an internet connection, enabling remote monitoring and management. This mobility is advantageous for organizations with multiple locations or a distributed workforce. Factors such as these have played a key role in making cloud-based services an attractive proposition for businesses of all sizes.

Based on application, the market is segmented into reporting & analytics, appointment management, customer service, query handling, in-store management, workforce optimization, real-time monitoring, and others (digital signage and customer engagement). The most widely adopted segment for queue management systems worldwide is customer service and in-store management. Improving Customer Experience One of the primary goals of businesses is to provide an exceptional customer experience, and queue management systems play a crucial role in achieving this. Long waiting times and disorganized queues can lead to customer frustration, negatively impacting satisfaction and loyalty. By implementing a queue management system, businesses can streamline the queuing process, reduce wait times, and offer a more organized and efficient experience for customers. Furthermore, Queue management systems help optimize operations by providing real-time data on queue lengths, wait times, and service rates. This information allows businesses to allocate resources more effectively, such as adjusting staffing levels or opening additional service counters during peak periods. By improving operational efficiency, businesses can reduce costs and increase productivity. Additionally, Queue management systems often integrate with other systems, such as appointment scheduling and customer relationship management (CRM) platforms. This integration allows businesses to provide a seamless and personalized service experience for customers. For example, customers can book appointments online, receive reminders, and be served promptly upon arrival, reducing wait times and enhancing the overall service delivery. Factors such as these have made the Queue management systems an indispensable asset for consumer-facing companies, driving the widespread adoption of Queue management systems across various industries.

Based on verticals, the market is segmented into banking, educational, restaurants, hospitals, public, retail, events, help desks, airports, vehicle servicing, and others. Hospitals and healthcare facilities create the major portion of the demand for Queue management systems in the global markets. This uptrend in growth trajectory can be attributed to a multitude of factors, such as high patient volumes. Hospitals and healthcare facilities often experience high patient volumes, leading to overcrowding and long queues at various service points like registration desks, diagnostic centers, billing counters, and emergency departments. Queue management systems help hospitals distribute patient flow effectively, reducing bottlenecks and ensuring efficient resource utilization. Furthermore, Queue management systems contribute to improved patient experiences by reducing wait times, providing real-time queue updates, and offering amenities like mobile check-in and appointment scheduling. While other industries like banking, retail, and airports also widely adopt queue management systems, the sensitive nature of healthcare services, high patient volumes, multiple service points, regulatory compliance requirements, and the increasing focus on patient experience make hospitals and healthcare facilities one of the most dominant segments driving the demand for queue management systems worldwide

For a better understanding of the market adoption of Queue management, the market is analyzed based on its worldwide presence in countries such as North America (The U.S., Canada, and the Rest of North America), Europe (Germany, The U.K., France, Spain, Italy, Rest of Europe), Asia-Pacific (China, Japan, India, Australia, Rest of Asia-Pacific), Rest of World. The Asia-Pacific region presents a huge market potential for queue management systems and holds most of the generated revenue. Primarily benefitted from the urbanization trend witnessed by the region. The Asia-Pacific region is witnessing rapid urbanization and population growth, leading to an increased demand for efficient queue management solutions in various sectors, such as retail, healthcare, and transportation. For instance, According to the United Nations, by 2050, nearly 64% of the Asia-Pacific population will live in urban areas. This urban population influx is driving the need for streamlined queue management systems to enhance customer experiences and improve operational efficiencies. Furthermore, The Asia-Pacific region is home to some of the world's largest and fastest-growing retail and e-commerce markets, such as China, India, and Southeast Asian countries. For instance, as per report published by the Asian Development Bank (ADB), E-commerce is rapidly expanding in the global economy, with it representing 3.8% of the global GDP in 2019 and increasing to 5.4% in 2021. Projections suggest it will reach 6.4% by 2025. Factors driving this growth include the use of smartphones, the convenience of online shopping, a variety of products, and technological advancements. The Asia-Pacific region leads in B2C and retail e-commerce and is expected to hold a 61% market share by 2025. The Asia-Pacific region has also been at the forefront of adopting digital technologies, such as mobile apps, cloud computing, and artificial intelligence (AI). This digital transformation has paved the way for the adoption of queue management systems that leverage these technologies to provide seamless customer experiences. For instance, mobile-based queue management solutions are gaining popularity in countries like Singapore, South Korea, and Japan. Government initiatives and smart city projects: Many governments in the Asia-Pacific region are actively promoting the development of smart cities and implementing initiatives to enhance public services. Queue management systems play a crucial role in these initiatives by optimizing service delivery and improving citizen experiences in various sectors, such as healthcare, transportation, and government offices. These developments among others are fostering a conducive environment, influencing the widespread adoption of Queue management systems in the Asia Pacific region.

Some of the major players operating in the market include Qwaiting.com; Q-Matic AB; wavetec; VirtuaQ; SEDCO; Addsoft Technologies Private Limited; Link Retail; Isarsoft GmbH; Advantech Co., Ltd; and Verint Systems Inc.

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 Queue Management System Market
2.2. Research Methodology of the Queue Management System Market
2.3. Respondent Profile

3.EXECUTIVE SUMMARY

3.1. Industry Synopsis
3.2. Segmental Outlook
3.3. Market Growth Intensity
3.4. Regional Outlook

4.MARKET DYNAMICS

4.1. Drivers
4.2. Opportunity
4.3. Restraints
4.4. Trends
4.5. PESTEL Analysis
4.6. Demand Side Analysis
4.7. Supply Side Analysis
- 4.7.1. Merger & Acquisition
- 4.7.2. Investment Scenario
- 4.7.3. Industry Insights: Leading Startups and Their Unique Strategies

5.PRICING ANALYSIS

5.1. Regional Pricing Analysis
5.2. Price Influencing Factors

6.GLOBAL QUEUE MANAGEMENT SYSTEM MARKET REVENUE (USD MN), 2022-2032F

7.MARKET INSIGHTS BY COMPONENT

7.1. Hardware
7.2. Software
7.3. Service

8.MARKET INSIGHTS BY QUEUE TYPE

8.1. Structured Queue
8.2. Unstructured Queue
8.3. Kiosk Based
8.4. Mobile Queues

9.MARKET INSIGHTS BY DEPLOYMENT

9.1. Cloud Based
9.2. On-Premise

10.MARKET INSIGHTS BY APPLICATION

10.1. Reporting & Analytics
10.2. Appointment Management
10.3. Customer Service
10.4. Query Handling
10.5. In-Store Management
10.6. Workforce Optimization
10.7. Real-Time Monitoring
10.8. Others (Digital Signage, and Customer Engagement)

11.MARKET INSIGHTS BY VERTICAL

11.1. Banking
11.2. Educational
11.3. Restaurants
11.4. Hospitals
11.5. Public
11.6. Retail
11.7. Events
11.8. Help Desks
11.9. Airports
11.10. Vehicle Servicing
11.11. Others (Transportation, Amusement Parks, etc.)

12.MARKET INSIGHTS BY REGION

12.1. North America
- 12.1.1. U.S.
- 12.1.2. Canada
- 12.1.3. Rest of North America
12.2. Europe
- 12.2.1. Germany
- 12.2.2. U.K.
- 12.2.3. France
- 12.2.4. Italy
- 12.2.5. Spain
- 12.2.6. Rest of Europe
12.3. Asia-Pacific
- 12.3.1. China
- 12.3.2. Japan
- 12.3.3. India
- 12.3.4. Australia
- 12.3.5. Rest of Asia-Pacific
12.4. Rest of World

13.VALUE CHAIN ANALYSIS

13.1. Marginal Analysis
13.2. List of Market Participants

14.COMPETITIVE LANDSCAPE

14.1. Competition Dashboard
14.2. Competitor Market Positioning Analysis
14.3. Porter Five Forces Analysis

15.COMPANY PROFILED

15.1. Qwaiting.com
- 15.1.1. Company Overview
- 15.1.2. Key Financials
- 15.1.3. SWOT Analysis
- 15.1.4. Product Portfolio
- 15.1.5. Recent Developments
15.2. Q-Matic AB
15.3. wavetec
15.4. VirtuaQ
15.5. SEDCO
15.6. Addsoft Technologies Private Limited
15.7. Link Retail
15.8. Isarsoft GmbH
15.9. Advantech Co., Ltd
15.10. Verint Systems Inc.