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市场调查报告书
商品编码
1633108

全球联络中心智慧市场规模研究，按组件、技术、部署、企业规模、最终用途和区域预测 2022-2032

Global Contact Center Intelligence Market Size Study, by Component, Technology, Deployment, Enterprise Size, End Use, and Regional Forecasts 2022-2032
出版日期: | 出版商: Bizwit Research & Consulting LLP | 英文 285 Pages | 商品交期: 2-3个工作天内

价格
简介目录

2023 年，全球联络中心智慧市场价值约为 24.6 亿美元，预计在 2024 年至 2032 年的预测期内，复合年增长率将达到 24.30%。整合自然语言处理(NLP)、机器学习和语音辨识的解决方案，以提高效率、简化操作并改善使用者体验。对即时分析、预测洞察和无缝全通路参与的需求不断增长，正在推动该领域的大量投资。

对智慧自动化的需求不断增长，特别是在 BFSI 和医疗保健行业，是主要的成长动力。公司正在采用视讯识别和电脑视觉等先进技术来个性化客户互动、更有效地解决问题并节省营运成本。此外，託管解决方案的采用使中小型企业 (SME) 能够在无需大量基础设施投资的情况下扩展其客户支援能力。同时，人工智慧和机器学习的强劲进步继续重新定义联络中心解决方案的功能，使其在数位优先的商业生态系统中不可或缺。

儘管成长轨迹充满希望，但高实施成本、资料隐私问题以及将人工智慧技术与遗留系统整合的技术复杂性等挑战仍然是重大障碍。然而，云端运算和针对不同垂直行业的客製化解决方案的兴起提供了利润丰厚的机会。跨产业远距工作和数位转型的推动进一步强调了对可扩展和智慧联络中心系统的需求，从而提振了市场前景。

从地区来看，由于人工智慧技术的较早采用、强大的 IT 基础设施以及对自动化客户互动解决方案不断增长的需求，北美领先市场。在严格的资料保护法规和日益重视个人化客户体验的推动下，欧洲也在稳步成长。在数位转型措施、不断增长的消费者需求以及 IT 和电信基础设施投资的推动下，亚太地区有望快速扩张。在网路普及率提高和电子商务领域不断扩大的支持下，拉丁美洲、中东和非洲的新兴经济体正逐步采用智慧联络中心解决方案。

市场的详细细分和细分市场解释如下：

目录

第 1 章：全球联络中心智慧市场执行摘要

  • 全球联络中心智慧市场规模及预测（2022-2032）
  • 区域概要
  • 分部摘要
    • 按组件
    • 按最终用途
  • 主要趋势
  • 经济衰退的影响
  • 分析师推荐与结论

第 2 章：全球联络中心智慧市场定义与研究假设

  • 研究目的
  • 市场定义
  • 研究假设
    • 包容与排除
    • 限制
    • 供给侧分析
      • 可用性
      • 基础设施
      • 监管环境
      • 市场竞争
      • 经济可行性（消费者的角度）
    • 需求面分析
      • 监理框架
      • 技术进步
      • 环境考虑
      • 消费者意识和接受度
  • 估算方法
  • 研究考虑的年份
  • 货币兑换率

第 3 章：全球联络中心智慧市场动态

  • 市场驱动因素
    • 对智慧自动化的需求不断增长
    • 人工智慧和机器学习的进步
    • 对即时分析和预测洞察的需求不断增长
  • 市场挑战
    • 先进技术的实施成本高昂
    • 临床外包中的资料隐私问题
  • 市场机会
    • 云端运算和客製化解决方案的兴起
    • CRO与製药公司之间的策略合作
    • 可扩展的智慧联络中心系统的开发

第 4 章：全球联络中心智慧市场产业分析

  • 波特的五力模型
    • 供应商的议价能力
    • 买家的议价能力
    • 新进入者的威胁
    • 替代品的威胁
    • 竞争竞争
    • 波特五力模型的未来方法
    • 波特的五力影响分析
  • PESTEL分析
    • 政治的
    • 经济
    • 社会的
    • 技术性
    • 环境的
    • 合法的
  • 顶级投资机会
  • 最佳制胜策略
  • 颠覆性趋势
  • 产业专家视角
  • 分析师推荐与结论

第 5 章：全球联络中心智慧市场规模与预测：按组成部分 - 2022-2032

  • 细分仪表板
  • 全球联络中心智慧市场：2022 年和 2032 年组件收入趋势分析（百万美元/十亿美元）
    • 解决方案
    • 服务

第 6 章：全球联络中心智慧市场规模与预测：依技术分类 - 2022-2032

  • 细分仪表板
  • 全球联络中心智慧市场：2022 年和 2032 年技术收入趋势分析（百万美元/十亿美元）
    • 自然语言处理（NLP）
    • 机器学习
    • 自动语音识别
    • 电脑视觉
    • 影片识别

第 7 章：全球联络中心智慧市场规模与预测：按部署划分 - 2022-2032

  • 细分仪表板
  • 全球联络中心智慧市场：2022 年和 2032 年部署收入趋势分析（百万美元/十亿美元）
    • 主办
    • 本地部署

第 8 章：全球联络中心智慧市场规模与预测：依企业规模 - 2022-2032

  • 细分仪表板
  • 全球联络中心智慧市场：2022 年和 2032 年企业规模收入趋势分析（百万美元/十亿美元）
    • 大型企业
    • 中小企业

第 9 章：全球联络中心智慧市场规模与预测：依最终用途分类 - 2022-2032

  • 细分仪表板
  • 全球联络中心智慧市场：2022 年和 2032 年最终用途收入趋势分析（百万美元/十亿美元）
    • BFSI
    • 消费品与零售
    • 政府
    • 卫生保健
    • 资讯科技与电信

第 10 章：全球联络中心智慧市场规模与预测：按地区 - 2022-2032

  • 北美洲
    • 我们
    • 加拿大
  • 欧洲
    • 英国
    • 德国
    • 法国
    • 西班牙
    • 义大利
    • 欧洲其他地区
  • 亚太地区
    • 中国
    • 印度
    • 日本
    • 澳洲
    • 韩国
    • 亚太地区其他地区
  • 拉丁美洲
    • 巴西
    • 墨西哥
    • 拉丁美洲其他地区
  • 中东和非洲
    • 沙乌地阿拉伯
    • 南非
    • 中东和非洲其他地区

第 11 章：竞争情报

  • 重点企业SWOT分析
    • NICE Ltd.
    • Genesys
    • Avaya Inc.
  • 顶级市场策略
  • 公司简介
    • NICE Ltd.
      • 关键讯息
      • 概述
      • 财务（视数据可用性而定）
      • 产品概要
      • 市场策略
    • Genesys
    • Avaya Inc.
    • Cisco Systems, Inc.
    • Five9, Inc.
    • Talkdesk
    • Amazon Web Services, Inc. (AWS)
    • Google Cloud
    • Microsoft Corporation
    • IBM Corporation

第 12 章：研究过程

  • 研究过程
    • 资料探勘
    • 分析
    • 市场预测
    • 验证
    • 出版
  • 研究属性
简介目录

The Global Contact Center Intelligence Market is valued at approximately USD 2.46 billion in 2023 and is expected to grow at an impressive CAGR of 24.30% over the forecast period 2024-2032.Contact Center Intelligence (CCI) is transforming the customer service landscape by leveraging AI-powered solutions that integrate natural language processing (NLP), machine learning, and speech recognition to enhance efficiency, streamline operations, and improve user experiences. The growing need for real-time analytics, predictive insights, and seamless omnichannel engagement is driving significant investments in this sector.

The increasing demand for intelligent automation, particularly in the BFSI and healthcare industries, is a primary growth driver. Companies are adopting advanced technologies like video recognition and computer vision to personalize customer interactions, resolve issues more efficiently, and drive operational savings. Additionally, the adoption of hosted solutions is enabling small and medium enterprises (SMEs) to scale their customer support capabilities without heavy infrastructure investments. Meanwhile, robust advancements in AI and machine learning continue to redefine the capabilities of contact center solutions, making them indispensable in a digital-first business ecosystem.

Despite the promising growth trajectory, challenges such as high implementation costs, data privacy concerns, and technical complexity in integrating AI technologies with legacy systems remain significant barriers. However, the rise of cloud computing and tailored solutions for different industry verticals offers lucrative opportunities. The push towards remote work and digital transformation across industries has further emphasized the need for scalable and intelligent contact center systems, boosting market prospects.

Regionally, North America leads the market owing to early adoption of AI technologies, robust IT infrastructure, and increasing demand for automated customer engagement solutions. Europe is also witnessing steady growth, driven by stringent data protection regulations and increasing emphasis on personalized customer experiences. The Asia Pacific region is poised for rapid expansion, fueled by digital transformation initiatives, growing consumer demand, and investments in IT & telecom infrastructure. Emerging economies in Latin America and the Middle East & Africa are gradually embracing intelligent contact center solutions, supported by improving internet penetration and expanding e-commerce sectors.

Major market players included in this report are:

  • NICE Ltd.
  • Genesys
  • Avaya Inc.
  • Cisco Systems, Inc.
  • Five9, Inc.
  • Talkdesk
  • Amazon Web Services, Inc. (AWS)
  • Google Cloud
  • Microsoft Corporation
  • IBM Corporation
  • Oracle Corporation
  • RingCentral, Inc.
  • Alvaria, Inc.
  • Mitel Networks Corporation
  • Zoho Corporation

The detailed segments and sub-segments of the market are explained below:

By Component:

  • Solution
  • Service

By Technology:

  • Natural Language Processing (NLP)
  • Machine Learning
  • Automatic Speech Recognition
  • Computer Vision
  • Video Recognition

By Deployment:

  • Hosted
  • On-Premises

By Enterprise Size:

  • Large Enterprises
  • Small & Medium Enterprises

By End Use:

  • BFSI
  • Consumer Goods & Retail
  • Government
  • Healthcare
  • IT & Telecom

By Region:

North America:

  • U.S.
  • Canada

Europe:

  • UK
  • Germany
  • France
  • Spain
  • Italy
  • Rest of Europe

Asia Pacific:

  • China
  • India
  • Japan
  • Australia
  • South Korea
  • Rest of Asia Pacific

Latin America:

  • Brazil
  • Mexico

Middle East & Africa:

  • Saudi Arabia
  • South Africa
  • Rest of Middle East & Africa

Key Takeaways:

  • Comprehensive forecasts from 2022-2032 with detailed market segmentation.
  • Regional insights with country-specific market dynamics.
  • Competitive landscape analysis, highlighting key strategies of major players.
  • Strategic recommendations for stakeholders to capitalize on emerging opportunities.
  • In-depth examination of market drivers, challenges, and opportunities across demand and supply dynamics.

Table of Contents

Chapter 1. Global Contact Center Intelligence Market Executive Summary

  • 1.1. Global Contact Center Intelligence Market Size & Forecast (2022-2032)
  • 1.2. Regional Summary
  • 1.3. Segmental Summary
    • 1.3.1. By Component
    • 1.3.2. By End Use
  • 1.4. Key Trends
  • 1.5. Recession Impact
  • 1.6. Analyst Recommendation & Conclusion

Chapter 2. Global Contact Center Intelligence Market Definition and Research Assumptions

  • 2.1. Research Objective
  • 2.2. Market Definition
  • 2.3. Research Assumptions
    • 2.3.1. Inclusion & Exclusion
    • 2.3.2. Limitations
    • 2.3.3. Supply Side Analysis
      • 2.3.3.1. Availability
      • 2.3.3.2. Infrastructure
      • 2.3.3.3. Regulatory Environment
      • 2.3.3.4. Market Competition
      • 2.3.3.5. Economic Viability (Consumer's Perspective)
    • 2.3.4. Demand Side Analysis
      • 2.3.4.1. Regulatory Frameworks
      • 2.3.4.2. Technological Advancements
      • 2.3.4.3. Environmental Considerations
      • 2.3.4.4. Consumer Awareness & Acceptance
  • 2.4. Estimation Methodology
  • 2.5. Years Considered for the Study
  • 2.6. Currency Conversion Rates

Chapter 3. Global Contact Center Intelligence Market Dynamics

  • 3.1. Market Drivers
    • 3.1.1. Increasing Demand for Intelligent Automation
    • 3.1.2. Advancements in AI and Machine Learning
    • 3.1.3. Growing Need for Real-Time Analytics and Predictive Insights
  • 3.2. Market Challenges
    • 3.2.1. High Implementation Costs of Advanced Technologies
    • 3.2.2. Data Privacy Concerns in Clinical Outsourcing
  • 3.3. Market Opportunities
    • 3.3.1. Rise of Cloud Computing and Tailored Solutions
    • 3.3.2. Strategic Collaborations between CROs and Pharmaceutical Companies
    • 3.3.3. Development of Scalable and Intelligent Contact Center Systems

Chapter 4. Global Contact Center Intelligence Market Industry Analysis

  • 4.1. Porter's 5 Force Model
    • 4.1.1. Bargaining Power of Suppliers
    • 4.1.2. Bargaining Power of Buyers
    • 4.1.3. Threat of New Entrants
    • 4.1.4. Threat of Substitutes
    • 4.1.5. Competitive Rivalry
    • 4.1.6. Futuristic Approach to Porter's 5 Force Model
    • 4.1.7. Porter's 5 Force Impact Analysis
  • 4.2. PESTEL Analysis
    • 4.2.1. Political
    • 4.2.2. Economical
    • 4.2.3. Social
    • 4.2.4. Technological
    • 4.2.5. Environmental
    • 4.2.6. Legal
  • 4.3. Top Investment Opportunities
  • 4.4. Top Winning Strategies
  • 4.5. Disruptive Trends
  • 4.6. Industry Expert Perspective
  • 4.7. Analyst Recommendation & Conclusion

Chapter 5. Global Contact Center Intelligence Market Size & Forecasts by Component 2022-2032

  • 5.1. Segment Dashboard
  • 5.2. Global Contact Center Intelligence Market: Component Revenue Trend Analysis, 2022 & 2032 (USD Million/Billion)
    • 5.2.1. Solution
    • 5.2.2. Service

Chapter 6. Global Contact Center Intelligence Market Size & Forecasts by Technology 2022-2032

  • 6.1. Segment Dashboard
  • 6.2. Global Contact Center Intelligence Market: Technology Revenue Trend Analysis, 2022 & 2032 (USD Million/Billion)
    • 6.2.1. Natural Language Processing (NLP)
    • 6.2.2. Machine Learning
    • 6.2.3. Automatic Speech Recognition
    • 6.2.4. Computer Vision
    • 6.2.5. Video Recognition

Chapter 7. Global Contact Center Intelligence Market Size & Forecasts by Deployment 2022-2032

  • 7.1. Segment Dashboard
  • 7.2. Global Contact Center Intelligence Market: Deployment Revenue Trend Analysis, 2022 & 2032 (USD Million/Billion)
    • 7.2.1. Hosted
    • 7.2.2. On-Premises

Chapter 8. Global Contact Center Intelligence Market Size & Forecasts by Enterprise Size 2022-2032

  • 8.1. Segment Dashboard
  • 8.2. Global Contact Center Intelligence Market: Enterprise Size Revenue Trend Analysis, 2022 & 2032 (USD Million/Billion)
    • 8.2.1. Large Enterprises
    • 8.2.2. Small & Medium Enterprises

Chapter 9. Global Contact Center Intelligence Market Size & Forecasts by End Use 2022-2032

  • 9.1. Segment Dashboard
  • 9.2. Global Contact Center Intelligence Market: End Use Revenue Trend Analysis, 2022 & 2032 (USD Million/Billion)
    • 9.2.1. BFSI
    • 9.2.2. Consumer Goods & Retail
    • 9.2.3. Government
    • 9.2.4. Healthcare
    • 9.2.5. IT & Telecom

Chapter 10. Global Contact Center Intelligence Market Size & Forecasts by Region 2022-2032

  • 10.1. North America Contact Center Intelligence Market
    • 10.1.1. U.S. Contact Center Intelligence Market
      • 10.1.1.1. Component Breakdown Size & Forecasts, 2022-2032
      • 10.1.1.2. End Use Breakdown Size & Forecasts, 2022-2032
      • 10.1.1.3. Distribution Channel Breakdown Size & Forecasts, 2022-2032
    • 10.1.2. Canada Contact Center Intelligence Market
  • 10.2. Europe Contact Center Intelligence Market
    • 10.2.1. UK Contact Center Intelligence Market
    • 10.2.2. Germany Contact Center Intelligence Market
    • 10.2.3. France Contact Center Intelligence Market
    • 10.2.4. Spain Contact Center Intelligence Market
    • 10.2.5. Italy Contact Center Intelligence Market
    • 10.2.6. Rest of Europe Contact Center Intelligence Market
  • 10.3. Asia Pacific Contact Center Intelligence Market
    • 10.3.1. China Contact Center Intelligence Market
    • 10.3.2. India Contact Center Intelligence Market
    • 10.3.3. Japan Contact Center Intelligence Market
    • 10.3.4. Australia Contact Center Intelligence Market
    • 10.3.5. South Korea Contact Center Intelligence Market
    • 10.3.6. Rest of Asia Pacific Contact Center Intelligence Market
  • 10.4. Latin America Contact Center Intelligence Market
    • 10.4.1. Brazil Contact Center Intelligence Market
    • 10.4.2. Mexico Contact Center Intelligence Market
    • 10.4.3. Rest of Latin America Contact Center Intelligence Market
  • 10.5. Middle East & Africa Contact Center Intelligence Market
    • 10.5.1. Saudi Arabia Contact Center Intelligence Market
    • 10.5.2. South Africa Contact Center Intelligence Market
    • 10.5.3. Rest of Middle East & Africa Contact Center Intelligence Market

Chapter 11. Competitive Intelligence

  • 11.1. Key Company SWOT Analysis
    • 11.1.1. NICE Ltd.
    • 11.1.2. Genesys
    • 11.1.3. Avaya Inc.
  • 11.2. Top Market Strategies
  • 11.3. Company Profiles
    • 11.3.1. NICE Ltd.
      • 11.3.1.1. Key Information
      • 11.3.1.2. Overview
      • 11.3.1.3. Financial (Subject to Data Availability)
      • 11.3.1.4. Product Summary
      • 11.3.1.5. Market Strategies
    • 11.3.2. Genesys
    • 11.3.3. Avaya Inc.
    • 11.3.4. Cisco Systems, Inc.
    • 11.3.5. Five9, Inc.
    • 11.3.6. Talkdesk
    • 11.3.7. Amazon Web Services, Inc. (AWS)
    • 11.3.8. Google Cloud
    • 11.3.9. Microsoft Corporation
    • 11.3.10. IBM Corporation

Chapter 12. Research Process

  • 12.1. Research Process
    • 12.1.1. Data Mining
    • 12.1.2. Analysis
    • 12.1.3. Market Estimation
    • 12.1.4. Validation
    • 12.1.5. Publishing
  • 12.2. Research Attributes