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联络中心软体市场：按解决方案、按服务、按部署、按公司规模、按最终用途、按地区：规模、份额、展望、机会分析，2023-2030 年
市场调查报告书
商品编码
1330205

联络中心软体市场：按解决方案、按服务、按部署、按公司规模、按最终用途、按地区：规模、份额、展望、机会分析，2023-2030 年

Contact Center Software Market, By Solution, By Service, By Deployment, By Enterprise Size, By End Use, And By Geography - Size, Share, Outlook, and Opportunity Analysis, 2023 - 2030
出版日期: | 出版商: Coherent Market Insights | 英文 175 Pages | 商品交期: 2-3个工作天内

价格
简介目录

联络中心系统是透过简化客户和员工之间的沟通来提高联络中心的效率和生产力的技术解决方案。在疫情期间，世界各地的许多公司都实施了在家工作的规定，以阻止病毒的传播，因此公司正在利用联络中心来提供顺畅和高品质的服务。 □增加对软体的投资。借助该软体，企业可以与客户进行远端通讯。由于软体的优点而越来越多地采用这些技术，预计对联络中心软体的需求将会增加。此外，将机器智慧和人工智慧引入营运以及客户互动管理方面的重大技术突破等技术进步预计将在预测期内推动市场成长。

市场动态

基于云端的联络中心解决方案日益普及

随着基于互联网的服务变得越来越流行，许多公司正在转向在云端上运行的联络中心。基于云端的解决方案非常灵活，允许代理商从任何地方进行连接并即时即时存取客户资讯。基于云端的联络中心解决方案非常容易使用，座席不再只需要在办公室工作。此外，使用基于云端的联络中心服务还具有提高系统安全性和稳定性的优点。联络中心系统供应商正在建立功能架构，透过处理两个地点的最终用户基础设施来提高安全性。因此，上述因素可能会在预测期内推动联络中心软体的需求和采用。

本研究的主要特点

  • 本报告以2022年为基准年，详细分析了预测期间（2023-2030年）全球联络中心软体市场规模和复合年增长率（CAGR%）。
  • 它揭示了各个细分市场的潜在收入机会，并为该市场提供了一系列有吸引力的投资建议。
  • 它还提供了有关市场驱动因素、限制因素、机会、新产品发布和批准、区域前景、主要市场参与者采取的竞争策略等的重要见解。
  • 它根据公司简介、绩效、产品组合、地理分布、市值、关键发展、策略和未来计划等参数，介绍了全球联络中心软体市场的主要参与者。
  • 本研究涵盖的公司：8X8, Inc.、ALE International、Altivon、Amazon Web Services, Inc.、Ameyo、Amtelco、Aspect Software、Avaya Inc.、Avoxi、Cisco Systems, Inc. Salesforce Inc.、Oracle 等
  • 该报告的见解使公司行销人员和高阶主管能够就未来的产品发布、产品升级、市场扩张和行销策略做出明智的决策。
  • 全球联络中心软体市场报告迎合了该行业的各种利益相关者，如投资者、供应商、託管服务提供商、第三方服务提供商、分销商、新进入者和增值经销商。
  • 利害关係人可以透过用于分析全球联络中心软体市场的各种策略矩阵来促进他们的决策。

目录

第一章 研究目的与前提

  • 研究目标
  • 先决条件
  • 缩略语

第二章 市场概况

  • 报告摘要
    • 市场定义和范围
  • 执行摘要
  • 连贯的机会地图 (COM)

第三章 市场动态、法规与趋势分析

  • 市场动态
    • 促进者
  • 对自动化客户服务的需求不断增长
  • 更专注于 OBni 通路解决方案以改善客户体验。
    • 抑製剂
  • LED 和 OLED 显示器成本高。
  • 高投资成本阻碍了市场成长。
    • 市场机会
  • 由于竞争加剧，中小型企业对联络中心服务的需求增加。
    • 监管场景
    • 行业动态
    • 併购
    • 新系统公告/核准
    • COVID-19 大流行的影响

第 4 章 全球联络中心软体市场：依解决方案划分，2023-2030 年

  • 自动配电（ACD）
  • 通话录音
  • 电脑电话整合 (CTI)
  • 客户协作
  • 拨号器
  • 互动式语音应答 (IVR)
  • 报告和分析
  • 劳动力优化
  • 其他

第五章全球联络中心软体市场：依服务分类，2023-2030 年

  • 整合与部署
  • 支持与维护
  • 培训与咨询
  • 託管服务

第六章 全球联络中心软体市场：依部署划分，2023-2030 年

  • 基于云的
  • 本地

第七章 全球联络中心软体市场：依公司规模划分，2023-2030 年

  • 大公司
  • 中小企业

第 8 章全球联络中心软体市场：依最终用途划分，2023-2030 年

  • BFSI
  • 消费品/零售
  • 政府机构
  • 卫生保健
  • 资讯科技与电信
  • 旅游/医院
  • 其他

第9章全球联络中心软体市场：依地区划分，2023-2030年

  • 北美
  • 美国
  • 加拿大
  • 欧洲
  • 德国
  • 德国
  • 法国
  • 意大利
  • 西班牙
  • 俄罗斯
  • 欧洲其他地区
  • 亚太地区
  • 中国
  • 印度
  • 日本
  • 澳大利亚
  • 韩国
  • 东盟
  • 亚太其他地区
  • 拉丁美洲
  • 巴西
  • 墨西哥
  • 其他拉丁美洲
  • 中东/非洲
  • 南非
  • 海湾合作委员会国家
  • 其他中东和非洲

第10章竞争格局

  • 公司简介
    • 8X8, Inc.
    • ALE International
    • Altivon
    • Amazon Web Services, Inc.
    • Ameyo
    • Amtelco
    • Aspect Software
    • Avaya Inc.
    • Avoxi
    • Cisco Systems, Inc.
    • Salesforce Inc.
    • Oracle

第11章 章节

  • 参考
  • 调查方法
简介目录
Product Code: CMI6073

A contact center system is a technological solution that boosts a contact center's effectiveness and productivity by streamlining communications between customers and staff members. During the pandemic many businesses all over the world are implementing work-from-home rules to stop the spread of viruses, which has prompted companies to invest in contact center software in order to deliver smooth, high-quality services. Companies can communicate with their clients remotely thanks to this software. The demand for contact centre software is anticipated to rise as a result of an increase in the installation of these technologies due to the benefits of software. Furthermore, technological advancement such as introduction of machine intelligence and artificial intelligence into business operations, along with significant technological developments in customer interaction management, are anticipated to drive the market growth over forecast period.

Market Dynamics

Growing popularity of cloud-based contact center solutions

As internet-based services become more and more popular, many businesses have shifted to contact center that operate on the cloud. Because cloud-based solutions are flexible, agents can connect from any location and have immediate access to client information in real-time. Due to the accessibility of cloud-based contact centre solutions, agents no longer need to work only from an office location. Enterprises can also benefit from using cloud-based contact centre services, such as improved system security and stability. Contact centre system suppliers create a functional architecture that boosts security by processing end-use infrastructure across two locations. Thus, the above factor is likely to boost the demand and adoption of contact center software over forecast period.

Key features of the study:

  • This report provides an in-depth analysis of the global contact center software market size (US$ Billion) and compound annual growth rate (CAGR %) for the forecast period (2023-2030), considering 2022 as the base year
  • It elucidates potential revenue opportunities across different segments and explains attractive investment proposition matrices for this market
  • This study also provides key insights about market drivers, restraints, opportunities, new product launches or approvals, regional outlook, and competitive strategies adopted by the leading market players
  • It profiles leading players in the global contact center software market based on the following parameters - company overview, financial performance, product portfolio, geographical presence, market capital, key developments, strategies, and future plans
  • Companies covered as a part of this study are 8X8, Inc., ALE International, Altivon, Amazon Web Services, Inc., Ameyo, Amtelco, Aspect Software, Avaya Inc., Avoxi, Cisco Systems, Inc. Salesforce Inc., Oracle, and others.
  • Insights from this report would allow marketers and management authorities of companies to make informed decisions regarding future product launches, product upgrades, market expansion, and marketing tactics
  • Global Contact Center Software Market report caters to various stakeholders in this industry including investors, suppliers, managed service providers, third-party service providers, distributors, new entrants, and value-added resellers
  • Stakeholders would have ease in decision-making through various strategy matrices used in analyzing the Global Contact Center Software Market

Detailed Segmentation

  • Global Contact Center Software Market, By Solution:
    • Automatic Call Distribution (ACD)
    • Call Recording
    • Computer Telephony Integration (CTI)
    • Customer Collaboration
    • Dialer
    • Interactive Voice Responses (IVR)
    • Reporting & Analytics
    • Workforce Optimization
    • Others
  • Global Contact Center Software Market, By Services
    • Integration & Deployment
    • Support & Maintenance
    • Training & Consulting
    • Managed Services
  • Global Contact Center Software Market, By Deployment
    • Cloud-based
    • On-premise
  • Global Contact Center Software Market, By Enterprise Size
    • Large Enterprises
    • Small & Medium Enterprises
  • Global Contact Center Software Market, By End use
    • BFSI
    • Consumer Goods & Retail
    • Government
    • Healthcare
    • IT & Telecom
    • Travel & Hospitality
    • Others
  • Global Contact Center Software Market, By Region:
    • North America
      • U.S.
      • Canada
    • Europe
      • Germany
      • U.K.
      • France
      • Italy
      • Spain
      • Russia
      • Rest of Europe
    • Asia Pacific
      • China
      • India
      • Japan
      • Australia
      • South Korea
      • ASEAN
      • Rest of Asia Pacific
    • Latin America
      • Brazil
      • Mexico
      • Rest of Latin America
    • Middle East & Africa
      • GCC Countries
      • South Africa
      • Rest of Middle East & Africa
  • Company Profiles
    • 8X8, Inc.
    • ALE International
    • Altivon
    • Amazon Web Services, Inc.
    • Ameyo
    • Amtelco
    • Aspect Software
    • Avaya Inc.
    • Avoxi
    • Cisco Systems, Inc.
    • Salesforce Inc.

Table of Contents

1. Research Objectives and Assumptions

  • Research Objectives
  • Assumptions
  • Abbreviations

2. Market Purview

  • Report Description
    • Market Definition and Scope
  • Executive Summary
    • Market Snippet, By Solution
    • Market Snippet, By Service
    • Market Snippet, By Deployment
    • Market Snippet, By Enterprise Size
    • Market Snippet, By End Use
    • Market Snippet, By Geography
  • Coherent Opportunity Map (COM)

3. Market Dynamics, Regulations, and Trends Analysis

  • Market Dynamics
    • Drivers
  • Increasing demand for automated customer care services
  • Increasing focus on OBni channel solutions to improve customer experience.
    • Restraints
  • High cost of LED and OLED displays
  • High investment costs hindering market growth.
    • Market Opportunities
  • High Demand of Contact Center services among SMEs due to increasing competition
    • Regulatory Scenario
    • Industry Trend
    • Merger and Acquisitions
    • New system Launches/Approvals
    • Impact of COVID-19 Pandemic

4. Global Contact Center Software Market, By Solution, 2023-2030, (US$ Billion)

  • Introduction
    • Market Share Analysis, 2023 and 2030 (%)
    • Y-o-Y Growth Analysis, 2018 - 2030
    • Segment Trends Market Share Analysis, 2023 and 2030 (%)
  • Automatic Call Distribution (ACD)
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2017-2030,(US$ Bn)
  • Call Recording
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2017-2030,(US$ Bn)
  • Computer Telephony Integration (CTI)
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2017-2030,(US$ Bn)
  • Customer Collaboration
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2017-2030,(US$ Bn)
  • Dialer
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2017-2030,(US$ Bn)
  • Interactive Voice Responses (IVR)
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2017-2030,(US$ Bn)
  • Reporting & Analytics
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2017-2030,(US$ Bn)
  • Workforce Optimization
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2017-2030,(US$ Bn)
  • Others
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2017-2030,(US$ Bn)

5. Global Contact Center Software Market, By Service, 2023-2030, (US$ Billion)

  • Introduction
    • Market Share Analysis, 2023 and 2030 (%)
    • Y-o-Y Growth Analysis, 2018 - 2030
    • Segment Trends Market Share Analysis, 2023 and 2030 (%)
  • Integration & Deployment
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2017-2030,(US$ Bn)
  • Support & Maintenance
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2017-2030,(US$ Bn)
  • Training & Consulting
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2017-2030,(US$ Bn)
  • Managed Services
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2017-2030,(US$ Bn)

6. Global Contact Center Software Market, By Deployment, 2023-2030, (US$ Billion)

  • Introduction
    • Market Share Analysis, 2023 and 2030 (%)
    • Y-o-Y Growth Analysis, 2018 - 2030
    • Segment Trends Market Share Analysis, 2023 and 2030 (%)
  • Cloud-based
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2017-2030,(US$ Bn)
  • On-premises
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2017-2030,(US$ Bn)

7. Global Contact Center Software Market, By Enterprise Size, 2023-2030, (US$ Billion)

  • Introduction
    • Market Share Analysis, 2023 and 2030 (%)
    • Y-o-Y Growth Analysis, 2018 - 2030
    • Segment Trends Market Share Analysis, 2023 and 2030 (%)
  • Large Enterprises
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2017-2030,(US$ Bn)
  • Small & Medium Enterprises
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2017-2030,(US$ Bn)

8. Global Contact Center Software Market, By End use, 2023-2030, (US$ Billion)

  • Introduction
    • Market Share Analysis, 2023 and 2030 (%)
    • Y-o-Y Growth Analysis, 2018 - 2030
    • Segment Trends Market Share Analysis, 2023 and 2030 (%)
  • BFSI
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2017-2030,(US$ Bn)
  • Consumer Goods & Retail
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2017-2030,(US$ Bn)
  • Government
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2017-2030,(US$ Bn)
  • Healthcare
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2017-2030,(US$ Bn)
  • IT & Telecom
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2017-2030,(US$ Bn)
  • Travel & Hospitality
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2017-2030,(US$ Bn)
  • Others
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2017-2030,(US$ Bn)

9. Global Contact Center Software Market, By Region, 2023-2030, (US$ Billion)

  • Introduction
    • Market Share Analysis, By Country, 2023 and 2030 (%)
    • Y-o-Y Growth Analysis, For Country 2018-2030
    • Country Trends
  • North America
    • Introduction
  • Market Size and Forecast, and Y-o-Y Growth, 2017-2030, (US$ Billion)
  • Market Size and Forecast, and Y-o-Y Growth, By Solution, 2017-2030, (US$ Billion)
  • Market Size and Forecast, and Y-o-Y Growth, By Services, 2017-2030, (US$ Billion)
  • Market Size and Forecast, and Y-o-Y Growth, By Deployment, 2017-2030, (US$ Billion)
  • Market Size and Forecast, and Y-o-Y Growth, By Enterprise Size, 2017-2030, (US$ Billion)
  • Market Size and Forecast, and Y-o-Y Growth, By End use, 2017-2030, (US$ Billion)
  • Market Size and Forecast, and Y-o-Y Growth, By Country, 2017-2030, (US$ Billion)
  • U.S.
  • Canada
  • Europe
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2017-2030, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By Solution, 2017-2030, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By Services, 2017-2030, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By Deployment, 2017-2030, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By Enterprise Size, 2017-2030, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By End use, 2017-2030, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By Country, 2017-2030, (US$ Billion)

o

  • Germany
  • U.K.
  • France
  • Italy
  • Spain
  • Russia
  • Rest of Europe
  • Asia Pacific
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2017-2030, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By Solution, 2017-2030, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By Services, 2017-2030, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By Deployment, 2017-2030, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By Enterprise Size, 2017-2030, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By End use, 2017-2030, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By Country, 2017-2030, (US$ Billion)

o

  • China
  • India
  • Japan
  • Australia
  • South Korea
  • ASEAN
  • Rest of Asia Pacific
  • Latin America
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2017-2030, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By Solution, 2017-2030, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By Services, 2017-2030, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By Deployment, 2017-2030, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By Enterprise Size, 2017-2030, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By End use, 2017-2030, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By Country, 2017-2030, (US$ Billion)
  • Brazil
  • Mexico
  • Rest of Latin America
  • Middle East & Africa
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth,2017-2030 (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By Solution, 2017-2030, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By Services, 2017-2030, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By Deployment, 2017-2030, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By Enterprise Size, 2017-2030, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By End use, 2017-2030, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By Country/Sub-region, 2017-2030, (US$ Billion)
  • South Africa
  • GCC Countries
  • Rest of the Middle East & Africa

10. Competitive Landscape

  • Company Profiles
    • 8X8, Inc.
  • Company Overview
  • Product Portfolio
  • Financial Performance
  • Key Strategies
  • Recent Developments/Updates
    • ALE International
    • Altivon
    • Amazon Web Services, Inc.
    • Ameyo
    • Amtelco
    • Aspect Software
    • Avaya Inc.
    • Avoxi
    • Cisco Systems, Inc.
    • Salesforce Inc.
    • Oracle
    • Analyst Views

11. Section

  • References
  • Research Methodology
  • About us and Sales Contact