扩大还是收缩 CCaaS？

非传统解决方案供应商颠覆客服中心生态系统背后的竞争动态

过去五年，领先的ICT产业供应商纷纷进军联络中心即服务（CCaaS）领域，将原生建构的客服中心（CC）功能整合到其产品中。凭藉在统一通讯（UC）、视讯会议、网路、人工智慧（AI）等领域的优势，这些公司如今提供全面的解决方案，以简化业务并提升客户体验（CX）。这种转变正在颠覆客服中心格局，加剧竞争，推动创新。这催生了一个更互联的生态系统，亟需更完善的成长策略。

但这引发了一个问题：扎根于客服中心的传统供应商是否会停滞不前，还是整个产业正在扩张？这种颠覆将如何影响客户？

Frost & Sullivan 表示，儘管 CCaaS 领域的併购活动依然活跃，新兴企业因各种原因被收购或破产，但 CCaaS 市场目前仍在成长。二十年前，竞争对手和合作伙伴竞相扩大市场份额，而如今，合作伙伴已成为必需品，需要更广泛的关係建设和更完善的 GTM（市场进入）策略。

为了更了解此类提供者对客户体验 (CX) 产业的影响，Frost & Sullivan 于 2025 年 2 月 12 日举办了一场智库研讨会，邀请了「颠覆者」类别中几家公司的关键人物。智库研讨会的洞见有助于形成 Frost & Sullivan 对扩张和收缩的看法。

目录

CCaaS 产业的策略要务

颠覆者介入

客服中心的演变

颠覆者的出现

• Cisco
• Nextiva
• NICE
• Sprinklr

人工智慧虚拟代理会超越现场代理吗？

本机部署 vs. 云端部署

不断变化的伙伴关係格局

人工智慧的影响

• 号召性用语 (CTA)

附录

转型成长之旅

Growth Pipeline Engine（TM）

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The Competitive Dynamics Behind Non-Traditional Solution Providers Disrupting the Contact Center Ecosystem

Over the last five years, leading providers in the ICT industry have expanded into the contact centers-as-a-service (CCaaS) space by integrating natively built contact center (CC) capabilities into their offerings. Leveraging their strengths in unified communications (UC), video conferencing, networking, and artificial intelligence (AI), these companies now provide full-suite solutions that streamline operations and enhance customer experience (CX). This shift has disrupted the contact center landscape by intensifying competition and driving innovation. The result is a more interconnected ecosystem that necessitates improved growth strategies.

However, this raises questions - Are traditional vendors that originated in the contact center space losing ground, or is the industry expanding for all? How does this disruption impact customers?

Frost & Sullivan contends that while mergers and acquisitions (M&A) remain healthy in the CCaaS space, and start-ups are acquired or fail for various reasons, the CCaaS market is currently growing. What was referred to as coopetition 20 years ago, when competitors and partners navigated to expand their piece of the pie, has now evolved to partners being indispensable, with broader relationship building and better go-to-market (GTM) strategies.

To gain a deeper understanding of the impact these providers are having on the CX industry, Frost & Sullivan hosted a Think Tank on February 12, 2025, and invited key individuals from several companies in the "disruptors" category. The insights from the that Think Tank helped to round out Frost & Sullivan's opinion of expansion versus contraction.

Table of Contents

Strategic Imperatives for The Contact Center AS A Service CcaS Industry

The Disruptors Weigh In

Contact Center Evolution

Disruptor Origins

• Cisco
• Nextiva
• NICE
• Sprinklr

Are AI-Infused Virtual Agents Transcending Live Agents?

Premises Vs. Cloud

The Changing Partner Landscape

The Impact of AI

• Call to Action

Appendix

• The Strategic Imperative 8™
• Innovative Business Models
• Customer Value Chain Compression
• Transformative Megatrends
• Internal Challenges
• Competitive Intensity
• Geopolitical Chaos
• Disruptive Technologies
• Industry Convergence

Transformational Growth Journey

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