首页 > 市场调查报告书 > 通讯

市场调查报告书

商品编码

1729694

客服中心软体市场（按部署、最终用途行业和地区）

Call Center Software Market, By Deployment, By End-use Industry, By Geography

出版日期: 2025年04月22日 | 出版商:

Coherent Market Insights | 英文 167 Pages | 商品交期: 2-3个工作天内

价格

简介目录

预计到 2025 年全球客服中心软体市场价值将达到 639.2 亿美元，到 2032 年预计将达到 2,250.6 亿美元，2025 年至 2032 年的复合年增长率为 19.7%。

报告范围		报告详细信息
基准年	2024	2025年的市场规模	639.2亿美元
效能数据	从2020年到2024年	预测期	2025年至2032年
预测期：2025-2032年复合年增长率：	19.70%	2032年价值预测	2250.6亿美元

数字。 2025年客服中心软体市场占有率（按地区）

近年来，由于企业对增强客户支援服务的需求不断增长，全球客服中心软体市场显着成长。客服中心软体有助于简化客户支援业务的各个方面，从呼叫路由到透过对话追踪进行故障排除。它提供互动式语音应答、通话录音、代理调度和许多其他高级功能。随着人们对客服中心软体优势的认识不断提高，越来越多的企业开始采用这些解决方案来提供优化的客户体验并加强关係。

市场动态：

全球客服中心软体市场的成长受到客户维繫重要性日益增加、客户关係管理需求不断增长以及降低营运成本的需求不断增长等因素的推动。由于留住现有客户对于业务成长至关重要，因此公司专注于透过客服中心软体提供优质的客户服务以赢得客户忠诚度。客服中心软体可让您追踪客户的查询、偏好和问题，有助于加强客户关係。此外，扩展客户关係管理 (CRM) 功能的需求正在推动企业实施客服中心解决方案以收集即时客户洞察。这些解决方案还透过自动化日常任务来帮助降低与手动呼叫处理流程相关的成本。然而，对资料安全问题和初始投资的需求是限制市场成长的挑战。一个新兴的机会是将机器学习和自然语言处理等人工智慧技术整合到客服中心软体中，为客户提供更个人化的体验。

本研究的主要特点

本报告对全球客服中心软体市场进行了详细分析，并以 2024 年为基准年，展示了预测期（2025-2032 年）的市场规模和年复合成长率（CAGR%）。

它还强调了各个领域的潜在商机，并说明了该市场的有吸引力的投资提案矩阵。

它还提供了有关市场驱动因素、限制因素、机会、新产品发布和核准、市场趋势、区域前景和主要企业采用的竞争策略的主要考察。

全球客服中心软体市场的主要企业是根据公司亮点、产品系列、关键亮点、财务绩效和策略等参数进行的分析。

主要公司包括 Genesys、思科系统、Avaya Holdings Corp.、Five9, Inc.、NICE Ltd.、Talkdesk, Inc.、8x8, Inc.、Zendesk, Inc.、Vonage Holdings Corp.、Verint Systems Inc.、RingCentral, Inc.、Freshworks Inc.、Alvaria, Inc.、Twilio Inc.A.、Freshworks Inc.、Alvaria, Inc。

本报告的见解将使负责人和公司经营团队能够就未来的产品发布、类型升级、市场扩张和行销策略做出明智的决策。

全球客服中心软体市场报告迎合了该行业的各个相关人员，例如投资者、供应商、产品製造商、经销商、新进入者和金融分析师。

相关人员将透过用于分析全球客服中心软体市场的各种策略矩阵更轻鬆地做出决策。

Report Coverage	Report Details
Base Year:	2024	Market Size in 2025:	USD 63.92 Bn
Historical Data for:	2020 To 2024	Forecast Period:	2025 To 2032
Forecast Period 2025 to 2032 CAGR:	19.70%	2032 Value Projection:	USD 225.06 Bn

The global call center software market has been witnessing significant growth in the recent years due to increasing need among organizations to enhance customer support services. Call center software helps companies in streamlining various aspects of customer support operations right from call routing to troubleshooting by tracking conversations. It offers advanced features like interactive voice response, call recording, agent scheduling, and many others. With rising awareness about the benefits of call center software, more companies are adopting these solutions to provide optimized customer experiences and strengthen relationships.

Market Dynamics:

The growth of the global call center software market is driven by factors such as rising significance of customer retention, increasing demand for customer relationship management and growing need to minimize operational costs. As retaining existing customers is crucial for business growth, organizations are focusing on delivering superior customer service to gain their loyalty through call center software. It enables tracking customer queries, preferences, and issues which helps in enhancing relationships. Moreover, the need to expand Customer Relationship Management (CRM) capabilities is prompting companies to implement call center solutions for gathering real-time customer insights. These solutions also aid in reducing costs associated with manual call handling processes by automating routine tasks. However, data security concerns and initial investment requirements are some challenges restraining the market growth. Emerging opportunities include the integration of AI technologies like machine learning and natural language processing in call center software to offer personalized experiences to customers.

Key Features of the Study:

This report provides in-depth analysis of the global call center software market, and provides market size (US$ Billion) and compound annual growth rate (CAGR%) for the forecast period (2025-2032), considering 2024 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, market trends, regional outlook, and competitive strategies adopted by key players

It profiles key players in the global call center software market based on the following parameters - company highlights, products portfolio, key highlights, financial performance, and strategies

Key companies covered as a part of this study include Genesys, Cisco Systems, Avaya Holdings Corp., Five9, Inc., NICE Ltd., Talkdesk, Inc., 8x8, Inc., Zendesk, Inc., Vonage Holdings Corp., Verint Systems Inc., RingCentral, Inc., Freshworks Inc., Alvaria, Inc., Twilio Inc., and Amazon Web Services, Inc. (Amazon Connect)

Insights from this report would allow marketers and the management authorities of the companies to make informed decisions regarding their future product launches, type up-gradation, market expansion, and marketing tactics

The global call center software market report caters to various stakeholders in this industry including investors, suppliers, product manufacturers, distributors, new entrants, and financial analysts

Stakeholders would have ease in decision-making through various strategy matrices used in analyzing the global call center software market

Market Segmentation

Deployment Insights (Revenue, US$ Bn, 2020 - 2032)
- On-premise
- Cloud
End-use Industry Insights (Revenue, US$ Bn, 2020 - 2032)
- IT & Telecom
- Consumer Goods & Retail
- BFSI
- Healthcare
- Government
- Travel & Hospitality
- Others
Regional Insights (Revenue, US$ Bn, 2020 - 2032)
- North America
- U.S.
- Canada
- Latin America
- Brazil
- Argentina
- Mexico
- Rest of Latin America
- Europe
- Germany
- U.K.
- Spain
- France
- Italy
- Russia
- Rest of Europe
- Asia Pacific
- China
- India
- Japan
- Australia
- South Korea
- ASEAN
- Rest of Asia Pacific
- Middle East
- GCC Countries
- Israel
- Rest of Middle East
- Africa
- South Africa
- North Africa
- Central Africa
Company Profiles:
- Genesys
- Cisco Systems
- Avaya Holdings Corp.
- Five9, Inc.
- NICE Ltd.
- Talkdesk, Inc.
- 8x8, Inc.
- Zendesk, Inc.
- Vonage Holdings Corp.
- Verint Systems Inc.
- RingCentral, Inc.
- Freshworks Inc.
- Alvaria, Inc.
- Twilio Inc.
- Amazon Web Services, Inc. (Amazon Connect)

1. Research Objectives and Assumptions

Research Objectives
Assumptions
Abbreviations

2. Market Purview

Report Description
- Market Definition and Scope
Executive Summary
- Global Call Center Software Market, By Deployment
- Global Call Center Software Market, By End-use Industry
- Global Call Center Software Market, By Region

3. Market Dynamics, Regulations, and Trends Analysis

Market Dynamics
Impact Analysis
Key Highlights
Regulatory Scenario
Product Launches/Approvals
PEST Analysis
PORTER's Analysis
Market Opportunities
Regulatory Scenario
Key Developments
Industry Trends

4. Global Call Center Software Market, By Deployment, 2020-2032, (US$ Bn)

Introduction
- Market Share Analysis, 2025 and 2032 (%)
- Y-o-Y Growth Analysis, 2021 - 2032
- Segment Trends
On-premise
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2020-2032, (US$ Bn)
Cloud
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2020-2032, (US$ Bn)

5. Global Call Center Software Market, By End-use Industry, 2020-2032, (US$ Bn)

Introduction
- Market Share Analysis, 2025 and 2032 (%)
- Y-o-Y Growth Analysis, 2021 - 2032
- Segment Trends
IT & Telecom
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2020-2032, (US$ Bn)
Consumer Goods & Retail
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2020-2032, (US$ Bn)
BFSI
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2020-2032, (US$ Bn)
Healthcare
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2020-2032, (US$ Bn)
Government
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2020-2032, (US$ Bn)
Travel & Hospitality
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2020-2032, (US$ Bn)
Others
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2020-2032, (US$ Bn)

6. Global Call Center Software Market, By Region, 2020 - 2032, Value (US$ Bn)

Introduction
- Market Share (%) Analysis, 2025, 2028 & 2032, Value (US$ Bn)
- Market Y-o-Y Growth Analysis (%), 2021 - 2032, Value (US$ Bn)
- Regional Trends
North America
- Introduction
- Market Size and Forecast, By Deployment, 2020 - 2032, Value (US$ Bn)
- Market Size and Forecast, By End-use Industry, 2020 - 2032, Value (US$ Bn)
- Market Size and Forecast, By Country, 2020 - 2032, Value (US$ Bn)
  - U.S.
  - Canada
Latin America
- Introduction
- Market Size and Forecast, By Deployment, 2020 - 2032, Value (US$ Bn)
- Market Size and Forecast, By End-use Industry, 2020 - 2032, Value (US$ Bn)
- Market Size and Forecast, By Country, 2020 - 2032, Value (US$ Bn)
  - Brazil
  - Argentina
  - Mexico
  - Rest of Latin America
Europe
- Introduction
- Market Size and Forecast, By Deployment, 2020 - 2032, Value (US$ Bn)
- Market Size and Forecast, By End-use Industry, 2020 - 2032, Value (US$ Bn)
- Market Size and Forecast, By Country, 2020 - 2032, Value (US$ Bn)
  - Germany
  - U.K.
  - Spain
  - France
  - Italy
  - Russia
  - Rest of Europe
Asia Pacific
- Introduction
- Market Size and Forecast, By Deployment, 2020 - 2032, Value (US$ Bn)
- Market Size and Forecast, By End-use Industry, 2020 - 2032, Value (US$ Bn)
- Market Size and Forecast, By Country, 2020 - 2032, Value (US$ Bn)
  - China
  - India
  - Japan
  - Australia
  - South Korea
  - ASEAN
  - Rest of Asia Pacific
Middle East
- Introduction
- Market Size and Forecast, By Deployment, 2020 - 2032, Value (US$ Bn)
- Market Size and Forecast, By End-use Industry, 2020 - 2032, Value (US$ Bn)
- Market Size and Forecast, By Country, 2020 - 2032, Value (US$ Bn)
  - GCC Countries
  - Israel
  - Rest of Middle East
Africa
- Introduction
- Market Size and Forecast, By Deployment, 2020 - 2032, Value (US$ Bn)
- Market Size and Forecast, By End-use Industry, 2020 - 2032, Value (US$ Bn)
- Market Size and Forecast, By Country/Region, 2020 - 2032, Value (US$ Bn)
  - South Africa
  - North Africa
  - Central Africa

7. Competitive Landscape

Genesys
- Company Highlights
- Product Portfolio
- Key Developments
- Financial Performance
- Strategies
Cisco Systems
- Company Highlights
- Product Portfolio
- Key Developments
- Financial Performance
- Strategies
Avaya Holdings Corp.
- Company Highlights
- Product Portfolio
- Key Developments
- Financial Performance
- Strategies
Five9, Inc.
- Company Highlights
- Product Portfolio
- Key Developments
- Financial Performance
- Strategies
NICE Ltd.
- Company Highlights
- Product Portfolio
- Key Developments
- Financial Performance
- Strategies
Talkdesk, Inc.
- Company Highlights
- Product Portfolio
- Key Developments
- Financial Performance
- Strategies
8x8, Inc.
- Company Highlights
- Product Portfolio
- Key Developments
- Financial Performance
- Strategies
Zendesk, Inc.
- Company Highlights
- Product Portfolio
- Key Developments
- Financial Performance
- Strategies
Vonage Holdings Corp.
- Company Highlights
- Product Portfolio
- Key Developments
- Financial Performance
- Strategies
Verint Systems Inc.
- Company Highlights
- Product Portfolio
- Key Developments
- Financial Performance
- Strategies
RingCentral, Inc.
- Company Highlights
- Product Portfolio
- Key Developments
- Financial Performance
- Strategies
Freshworks Inc.
- Company Highlights
- Product Portfolio
- Key Developments
- Financial Performance
- Strategies
Alvaria, Inc.
- Company Highlights
- Product Portfolio
- Key Developments
- Financial Performance
- Strategies
Twilio Inc.
- Company Highlights
- Product Portfolio
- Key Developments
- Financial Performance
- Strategies
Amazon Web Services, Inc. (Amazon Connect)
- Company Highlights
- Product Portfolio
- Key Developments
- Financial Performance
- Strategies

8. Analyst Recommendations

Wheel of Fortune
Analyst View
Coherent Opportunity Map

9. References and Research Methodology

References
Research Methodology
About us

02-2729-4219

+886-2-2729-4219

License/价格

客服中心软体市场（按部署、最终用途行业和地区）