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市场调查报告书
商品编码
1741315

按解决方案、服务、部署、企业规模、最终用途和地区客服中心软体市场

Contact Center Software Market, By Solution, By Service, By Deployment, By Enterprise Size, By End Use, And By Geography
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

2025 年客服中心软体市场规模预计为 558.7 亿美元，预计到 2032 年将达到 2001.9 亿美元，2025 年至 2032 年的复合年增长率为 20.0%。

报告范围 报告详细信息
基准年 2024 2025年的市场规模 558.7亿美元
效能数据 2020-2024 预测期 2025-2032
预测期间：2025年至2032年的复合年增长率 20.00% 2032年价值预测 2001.9亿美元

客服中心是一种技术解决方案，透过简化客户与员工之间的沟通来提高客服中心的效率和生产力。在疫情期间，全球许多企业实施了在家工作的规定，以遏制病毒传播，这促使企业投资于客服中心软体，以提供顺畅优质的服务。该软体允许企业与客户进行远端沟通。由于客服中心软体的优势，这些技术的应用日益广泛，预计对联络中心软体的需求将会增加。此外，机器智慧和人工智慧在业务中的引入，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

云端基础的客服中心解决方案日益普及。

随着网路服务的日益普及，许多企业正在转向云端客服中心。云端基础解决方案更加灵活，允许客服人员从任何地方连接，并即时存取即时客户资讯。云端基础客服中心解决方案更易于访问，因此客服人员不再需要仅在办公室办公室。云端基础客服中心服务还具有更高的系统安全性和稳定性。客服中心供应商正在建立功能架构，透过处理跨两个地点的终端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客服中心软体的需求和采用。

研究的主要特点

  • 本报告以 2024 年为基准年，详细分析了预测期 2025 年至 2032 年的全球客服中心软体市场规模和年复合成长率(CAGR)。
  • 它揭示了各个领域的潜在商机，并说明了该市场的引人注目的投资提案矩阵。
  • 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、区域前景以及主要市场参与者采用的竞争策略的重要见解。
  • 它根据公司概况、财务表现、产品系列、地理位置、市值、关键发展、策略和未来计划等参数，概述了全球客服中心软体市场的主要企业。
  • 本报告的见解将使企业负责人和经营团队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、託管服务供应商、第三方服务供应商、经销商、新进入者和增值转售商。
  • 相关人员可以透过全球客服中心软体市场分析中使用的各种策略矩阵轻鬆做出决策。

目录

第一章 调查目的与前提条件

  • 研究目标
  • 先决条件
  • 简称

第二章 市场展望

  • 报告描述
    • 市场定义和范围
  • 执行摘要
  • 一致的机会图（COM）

第三章市场动态、法规与趋势分析

  • 市场动态
    • 驱动程式
  • 对自动化客户服务的需求不断增加
  • 专注于OBni通路解决方案，提升顾客体验。
    • 限制因素
  • LED和OLED显示器高成本
  • 高昂的投资成本阻碍了市场成长。
    • 市场机会
  • 日益激烈的竞争推动了中小企业对客服中心服务的需求
    • 监管情景
    • 产业趋势
    • 合併与收购
    • 新系统推出/核准
    • COVID-19疫情的影响

4. 2020 年至 2032 年全球客服中心软体市场（依解决方案）

  • 介绍
  • 自动呼叫分配（ACD）
  • 通话录音
  • 语音通信整合（CTI）
  • 客户协作
  • 拨号器
  • 互动式语音应答（IVR）
  • 报告和分析
  • 人力资源优化
  • 其他的

5. 全球客服中心软体市场（依服务划分），2020 年至 2032 年

  • 介绍
  • 整合与部署
  • 支援和维护
  • 培训和咨询
  • 託管服务

6. 全球客服中心软体市场（按部署），2020 年至 2032 年

  • 介绍
  • 云端基础
  • 本地

7. 2020 年至 2032 年全球客服中心软体市场（依公司规模）

  • 介绍
  • 大公司
  • 小型企业

8. 全球客服中心软体市场（依最终用途划分），2020 年至 2032 年

  • 介绍
  • BFSI
  • 消费品和零售
  • 政府
  • 卫生保健
  • 资讯科技/通讯
  • 旅游与饭店
  • 其他的

9. 2020 年至 2032 年全球客服中心软体市场（按地区）

  • 介绍
  • 北美洲
      • 美国
      • 加拿大
  • 欧洲
      • 德国
      • 英国
      • 法国
      • 义大利
      • 西班牙
      • 俄罗斯
      • 其他欧洲国家
  • 亚太地区
      • 中国
      • 印度
      • 日本
      • 澳洲
      • 韩国
      • 东南亚国协
      • 其他亚太地区
  • 拉丁美洲
      • 巴西
      • 墨西哥
      • 其他拉丁美洲
  • 中东和非洲
      • 南非
      • 海湾合作委员会国家
      • 其他中东和非洲地区

第十章 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

Contact Center Software Market is estimated to be valued at USD 55.87 Bn in 2025 and is expected to reach USD 200.19 Bn by 2032, growing at a compound annual growth rate (CAGR) of 20.0% from 2025 to 2032.

Report Coverage Report Details
Base Year: 2024 Market Size in 2025: USD 55.87 Bn
Historical Data for: 2020 To 2024 Forecast Period: 2025 To 2032
Forecast Period 2025 to 2032 CAGR: 20.00% 2032 Value Projection: USD 200.19 Bn

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 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, 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
    • Latin America
    • Europe
    • Asia Pacific
    • 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, 2020-2032, (US$ Billion)

  • Introduction
    • Market Share Analysis, 2025 and 2032 (%)
    • Y-o-Y Growth Analysis, 2021 - 2032
    • Segment Trends Market Share Analysis, 2025 and 2032 (%)
  • Automatic Call Distribution (ACD)
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2020-2032,(US$ Bn)
  • Call Recording
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2020-2032,(US$ Bn)
  • Computer Telephony Integration (CTI)
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2020-2032,(US$ Bn)
  • Customer Collaboration
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2020-2032,(US$ Bn)
  • Dialer
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2020-2032,(US$ Bn)
  • Interactive Voice Responses (IVR)
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2020-2032,(US$ Bn)
  • Reporting & Analytics
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2020-2032,(US$ Bn)
  • Workforce Optimization
    • 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)

5. Global Contact Center Software Market, By Service, 2020-2032, (US$ Billion)

  • Introduction
    • Market Share Analysis, 2025 and 2032 (%)
    • Y-o-Y Growth Analysis, 2021 - 2032
    • Segment Trends Market Share Analysis, 2025 and 2032 (%)
  • Integration & Deployment
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2020-2032,(US$ Bn)
  • Support & Maintenance
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2020-2032,(US$ Bn)
  • Training & Consulting
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2020-2032,(US$ Bn)
  • Managed Services
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2020-2032,(US$ Bn)

6. Global Contact Center Software Market, By Deployment, 2020-2032, (US$ Billion)

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

7. Global Contact Center Software Market, By Enterprise Size, 2020-2032, (US$ Billion)

  • Introduction
    • Market Share Analysis, 2025 and 2032 (%)
    • Y-o-Y Growth Analysis, 2021 - 2032
    • Segment Trends Market Share Analysis, 2025 and 2032 (%)
  • Large Enterprises
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2020-2032,(US$ Bn)
  • Small & Medium Enterprises
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2020-2032,(US$ Bn)

8. Global Contact Center Software Market, By End use, 2020-2032, (US$ Billion)

  • Introduction
    • Market Share Analysis, 2025 and 2032 (%)
    • Y-o-Y Growth Analysis, 2021 - 2032
    • Segment Trends Market Share Analysis, 2025 and 2032 (%)
  • BFSI
    • 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)
  • Government
    • 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)
  • IT & Telecom
    • 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)

9. Global Contact Center Software Market, By Region, 2020-2032, (US$ Billion)

  • Introduction
    • Market Share Analysis, By Country, 2025 and 2032 (%)
    • Y-o-Y Growth Analysis, For Country 2021-2032
    • Country Trends
  • North America
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2020-2032, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By Solution, 2020-2032, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By Services, 2020-2032, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By Deployment, 2020-2032, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By Enterprise Size, 2020-2032, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By End use, 2020-2032, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By Country, 2020-2032, (US$ Billion)
      • U.S.
      • Canada
  • Europe
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2020-2032, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By Solution, 2020-2032, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By Services, 2020-2032, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By Deployment, 2020-2032, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By Enterprise Size, 2020-2032, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By End use, 2020-2032, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By Country, 2020-2032, (US$ Billion)
      • Germany
      • U.K.
      • France
      • Italy
      • Spain
      • Russia
      • Rest of Europe
  • Asia Pacific
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2020-2032, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By Solution, 2020-2032, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By Services, 2020-2032, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By Deployment, 2020-2032, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By Enterprise Size, 2020-2032, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By End use, 2020-2032, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By Country, 2020-2032, (US$ Billion)
      • China
      • India
      • Japan
      • Australia
      • South Korea
      • ASEAN
      • Rest of Asia Pacific
  • Latin America
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth, 2020-2032, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By Solution, 2020-2032, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By Services, 2020-2032, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By Deployment, 2020-2032, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By Enterprise Size, 2020-2032, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By End use, 2020-2032, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By Country, 2020-2032, (US$ Billion)
      • Brazil
      • Mexico
      • Rest of Latin America
  • Middle East & Africa
    • Introduction
    • Market Size and Forecast, and Y-o-Y Growth,2020-2032 (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By Solution, 2020-2032, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By Services, 2020-2032, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By Deployment, 2020-2032, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By Enterprise Size, 2020-2032, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By End use, 2020-2032, (US$ Billion)
    • Market Size and Forecast, and Y-o-Y Growth, By Country/Sub-region, 2020-2032, (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
      • Company Overview
      • Product Portfolio
      • Financial Performance
      • Recent Developments/Updates
    • Altivon
      • Company Overview
      • Product Portfolio
      • Financial Performance
      • Recent Developments/Updates
    • Amazon Web Services, Inc.
      • Company Overview
      • Product Portfolio
      • Financial Performance
      • Recent Developments/Updates
    • Ameyo
      • Company Overview
      • Product Portfolio
      • Financial Performance
      • Recent Developments/Updates
    • Amtelco
      • Company Overview
      • Product Portfolio
      • Financial Performance
      • Recent Developments/Updates
    • Aspect Software
      • Company Overview
      • Product Portfolio
      • Financial Performance
      • Recent Developments/Updates
    • Avaya Inc.
      • Company Overview
      • Product Portfolio
      • Financial Performance
      • Recent Developments/Updates
    • Avoxi
      • Company Overview
      • Product Portfolio
      • Financial Performance
      • Recent Developments/Updates
    • Cisco Systems, Inc.
      • Company Overview
      • Product Portfolio
      • Financial Performance
      • Recent Developments/Updates
    • Salesforce Inc.
      • Company Overview
      • Product Portfolio
      • Financial Performance
      • Recent Developments/Updates
    • Oracle
      • Company Overview
      • Product Portfolio
      • Financial Performance
      • Recent Developments/Updates
    • Analyst Views

11. Section

  • References
  • Research Methodology
  • About us and Sales Contact