2026-2030年全球客服中心市场

全球客服中心市场预计在2025年至2030年间成长至2,593亿美元，预测期间内复合年增长率（CAGR）为11.1%。本报告对全球客服中心市场进行了全面分析，包括市场规模和预测、趋势、成长要素和挑战，以及对约25家公司的供应商分析。

该报告对当前市场状况、最新市场趋势和驱动因素以及整体市场环境进行了最新分析。市场成长的驱动因素包括：企业专注于降低营运成本、需要改进客户关係管理 (CRM) 系统以有效产生收入，以及客服中心整合互动式语音应答 (IVR) 系统。

本研究采用客观的方法，结合一手和二手讯息，包括来自主要行业相关人员的意见。报告包含全面的市场规模数据、区域細項分析、供应商格局以及对主要企业的分析。报告提供历史数据和预测数据。

该研究还强调，采用聊天机器人来提高营运效率是未来几年推动全球客服中心市场成长的关键因素之一，而云端联络客服中心的日益普及以及客服中心采用人工智慧来提供客製化解决方案，预计将推动市场出现巨大的需求。

目录

第一章执行摘要

第二章 Technavio 分析

• 价格、生命週期、顾客购买篮、采用率和购买标准分析
• 投入与差异化因素的重要性
• 混淆来源
• 驱动因素和挑战的影响

第三章 市场情势

• 市场生态系统
• 市场特征
• 价值链分析

第四章 市场规模

• 市场定义
• 市场区隔分析
• 2025年市场规模
• 2025-2030年市场展望

第五章 市场规模表现

• 2020-2024年全球客服中心市场
• 类型细分市场分析 2020-2024
• 2020-2024年细分市场分析
• 2020-2024年服务细分市场分析
• 2020-2024年区域市场分析
• 2020-2024年国家细分市场分析

第六章 定性分析

• 人工智慧对全球客服中心客服中心的影响

第七章五力分析

• 五力分析概述
• 买方的议价能力
• 供应商的议价能力
• 新进入者的威胁
• 替代品的威胁
• 竞争威胁
• 市场状况

第八章 按类型分類的市场区隔

• 比较：按类型
• 基于语音
• 基于文字
• 基于社群媒体
• 按类型分類的市场机会

9. 依部署方式进行市场区隔

• 比较：依部署方式
• 本地部署
• 基于云端的
• 按部署方式分類的市场机会

第十章 按服务进行市场细分

• 比较：按服务
• 专业服务
• 託管服务
• 基于云端的客服中心服务
• 按服务分類的市场机会

第十一章 客户情况

第十二章 区域情势

• 区域细分
• 区域比较
• 北美洲
  • 美国
  • 加拿大
  • 墨西哥
• 亚太地区
  • 中国
  • 印度
  • 日本
  • 菲律宾
  • 澳洲
  • 印尼
• 欧洲
  • 德国
  • 法国
  • 英国
  • 西班牙
  • 荷兰
  • 义大利
• 南美洲
  • 巴西
  • 阿根廷
  • 哥伦比亚
• 中东和非洲
  • 南非
  • 阿拉伯聯合大公国
  • 沙乌地阿拉伯
  • 埃及
  • 奈及利亚
• 各区域的市场机会

第十三章：驱动因素、挑战与机会

• 市场驱动因素
• 市场挑战
• 驱动因素和挑战的影响
• 市场机会

第十四章 竞争格局

• 概述
• 竞争格局
• 令人困惑的局面
• 产业风险

第十五章 竞争分析

• 公司简介
• 企业排名指数
• 公司市场定位
• 8x8 Inc.
• ALE International
• Alvaria Inc.
• Amazon.com Inc.
• Ameyo Pvt Ltd.
• Atos SE
• Avaya LLC
• Cisco Systems Inc.
• Enghouse Systems Ltd.
• Five9 Inc.
• Genesys Telecom Lab Inc.
• Google LLC
• Mitel Networks Corp.
• NEC Corp.
• NICE Ltd.

第十六章附录

The global contact center market is forecasted to grow by USD 259.3 bn during 2025-2030, accelerating at a CAGR of 11.1% during the forecast period. The report on the global contact center market provides a holistic analysis, market size and forecast, trends, growth drivers, and challenges, as well as vendor analysis covering around 25 vendors.

The report offers an up-to-date analysis regarding the current market scenario, the latest trends and drivers, and the overall market environment. The market is driven by focus on reducing operating costs of businesses, necessity to improve crm for effective revenue generation, integration of ivr into contact centers.

The study was conducted using an objective combination of primary and secondary information including inputs from key participants in the industry. The report contains a comprehensive market size data, segment with regional analysis and vendor landscape in addition to an analysis of the key companies. Reports have historic and forecast data.

Technavio's global contact center market is segmented as below:

By Type

• Voice-based
• Text-based
• Social media-based

By Deployment

• On-premises
• Cloud-based

By Service

• Professional services
• Managed services
• Cloud-based contact center as a services

Geography

• North America
  • US
  • Canada
  • Mexico
• APAC
  • China
  • India
  • Japan
  • Philippines
  • Australia
  • Indonesia
• Europe
  • Germany
  • France
  • UK
  • Spain
  • The Netherlands
  • Italy
• South America
  • Brazil
  • Argentina
  • Colombia
• Middle East and Africa
  • South Africa
  • UAE
  • Egypt
• Rest of World (ROW)

This study identifies the integration of chatbots into businesses for better turnaround times as one of the prime reasons driving the global contact center market growth during the next few years. Also, rising adoption of cloud-based contact centers and incorporation of AI into contact centers for providing customized solutions will lead to sizable demand in the market.

The report on the global contact center market covers the following areas:

• Global contact center market sizing
• Global contact center market forecast
• Global contact center market industry analysis

The robust vendor analysis is designed to help clients improve their market position, and in line with this, this report provides a detailed analysis of several leading global contact center market vendors that include 8x8 Inc., ALE International, Alvaria Inc., Amazon.com Inc., Ameyo Pvt Ltd., Atos SE, Avaya LLC, Cisco Systems Inc., Enghouse Systems Ltd., Five9 Inc., Genesys Telecom Lab Inc., Google LLC, Mitel Networks Corp., NEC Corp., NICE Ltd., SAP SE, Vocalcom Group, Vonage Holdings Corp., Zendesk Inc., ZTE Corp.. Also, the global contact center market analysis report includes information on upcoming trends and challenges that will influence market growth. This is to help companies strategize and leverage all forthcoming growth opportunities.

The publisher presents a detailed picture of the market by the way of study, synthesis, and summation of data from multiple sources by an analysis of key parameters such as profit, pricing, competition, and promotions. It presents various market facets by identifying the key industry influencers. The data presented is comprehensive, reliable, and a result of extensive primary and secondary research. The market research reports provide a complete competitive landscape and an in-depth vendor selection methodology and analysis using qualitative and quantitative research to forecast accurate market growth.

Table of Contents

1 Executive Summary

• 1.1 Market overview
  • Executive Summary - Chart on Market Overview
  • Executive Summary - Data Table on Market Overview
  • Executive Summary - Chart on Global Market Characteristics
  • Executive Summary - Chart on Market by Geography
  • Executive Summary - Chart on Market Segmentation by Type
  • Executive Summary - Chart on Market Segmentation by Deployment
  • Executive Summary - Chart on Market Segmentation by Service
  • Executive Summary - Chart on Incremental Growth
  • Executive Summary - Data Table on Incremental Growth
  • Executive Summary - Chart on Company Market Positioning

2 Technavio Analysis

• 2.1 Analysis of price sensitivity, lifecycle, customer purchase basket, adoption rates, and purchase criteria
  • Analysis of price sensitivity, lifecycle, customer purchase basket, adoption rates, and purchase criteria
• 2.2 Criticality of inputs and Factors of differentiation
• 2.3 Factors of disruption
• 2.4 Impact of drivers and challenges

3 Market Landscape

• 3.1 Market ecosystem
• 3.2 Market characteristics
• 3.3 Value chain analysis

4 Market Sizing

• 4.1 Market definition
• 4.2 Market segment analysis
  • Market segments
• 4.3 Market size 2025
• 4.4 Market outlook: Forecast for 2025-2030

5 Historic Market Size

• 5.1 Global Contact Center Market 2020 - 2024
  • Historic Market Size - Data Table on Global Contact Center Market 2020 - 2024 ($ billion)
• 5.2 Type segment analysis 2020 - 2024
  • Historic Market Size - Type Segment 2020 - 2024 ($ billion)
• 5.3 Deployment segment analysis 2020 - 2024
  • Historic Market Size - Deployment Segment 2020 - 2024 ($ billion)
• 5.4 Service segment analysis 2020 - 2024
  • Historic Market Size - Service Segment 2020 - 2024 ($ billion)
• 5.5 Geography segment analysis 2020 - 2024
  • Historic Market Size - Geography Segment 2020 - 2024 ($ billion)
• 5.6 Country segment analysis 2020 - 2024
  • Historic Market Size - Country Segment 2020 - 2024 ($ billion)

6 Qualitative Analysis

• 6.1 Impact of AI on The Global Contact Center Market

7 Five Forces Analysis

• 7.1 Five forces summary
  • Five forces analysis - Comparison between 2025 and 2030
• 7.2 Bargaining power of buyers
  • Bargaining power of buyers - Impact of key factors 2025 and 2030
• 7.3 Bargaining power of suppliers
  • Bargaining power of suppliers - Impact of key factors in 2025 and 2030
• 7.4 Threat of new entrants
  • Threat of new entrants - Impact of key factors in 2025 and 2030
• 7.5 Threat of substitutes
  • Threat of substitutes - Impact of key factors in 2025 and 2030
• 7.6 Threat of rivalry
  • Threat of rivalry - Impact of key factors in 2025 and 2030
• 7.7 Market condition

8 Market Segmentation by Type

• 8.1 Market segments
• 8.2 Comparison by Type
• 8.3 Voice-based - Market size and forecast 2025-2030
• 8.4 Text-based - Market size and forecast 2025-2030
• 8.5 Social media-based - Market size and forecast 2025-2030
• 8.6 Market opportunity by Type
  • Market opportunity by Type ($ billion)

9 Market Segmentation by Deployment

• 9.1 Market segments
• 9.2 Comparison by Deployment
• 9.3 On-premises - Market size and forecast 2025-2030
• 9.4 Cloud-based - Market size and forecast 2025-2030
• 9.5 Market opportunity by Deployment
  • Market opportunity by Deployment ($ billion)

10 Market Segmentation by Service

• 10.1 Market segments
• 10.2 Comparison by Service
• 10.3 Professional services - Market size and forecast 2025-2030
• 10.4 Managed services - Market size and forecast 2025-2030
• 10.5 Cloud-based contact center as a services - Market size and forecast 2025-2030
• 10.6 Market opportunity by Service
  • Market opportunity by Service ($ billion)

11 Customer Landscape

• 11.1 Customer landscape overview
  • Analysis of price sensitivity, lifecycle, customer purchase basket, adoption rates, and purchase criteria

12 Geographic Landscape

• 12.1 Geographic segmentation
• 12.2 Geographic comparison
• 12.3 North America - Market size and forecast 2025-2030
  • 12.3.1 US - Market size and forecast 2025-2030
  • 12.3.2 Canada - Market size and forecast 2025-2030
  • 12.3.3 Mexico - Market size and forecast 2025-2030
• 12.4 APAC - Market size and forecast 2025-2030
  • 12.4.1 China - Market size and forecast 2025-2030
  • 12.4.2 India - Market size and forecast 2025-2030
  • 12.4.3 Japan - Market size and forecast 2025-2030
  • 12.4.4 Philippines - Market size and forecast 2025-2030
  • 12.4.5 Australia - Market size and forecast 2025-2030
  • 12.4.6 Indonesia - Market size and forecast 2025-2030
• 12.5 Europe - Market size and forecast 2025-2030
  • 12.5.1 Germany - Market size and forecast 2025-2030
  • 12.5.2 France - Market size and forecast 2025-2030
  • 12.5.3 UK - Market size and forecast 2025-2030
  • 12.5.4 Spain - Market size and forecast 2025-2030
  • 12.5.5 The Netherlands - Market size and forecast 2025-2030
  • 12.5.6 Italy - Market size and forecast 2025-2030
• 12.6 South America - Market size and forecast 2025-2030
  • 12.6.1 Brazil - Market size and forecast 2025-2030
  • 12.6.2 Argentina - Market size and forecast 2025-2030
  • 12.6.3 Colombia - Market size and forecast 2025-2030
• 12.7 Middle East and Africa - Market size and forecast 2025-2030
  • 12.7.1 South Africa - Market size and forecast 2025-2030
  • 12.7.2 UAE - Market size and forecast 2025-2030
  • 12.7.3 Saudi Arabia - Market size and forecast 2025-2030
  • 12.7.4 Egypt - Market size and forecast 2025-2030
  • 12.7.5 Nigeria - Market size and forecast 2025-2030
• 12.8 Market opportunity by geography
  • Market opportunity by geography ($ billion)
  • Data Tables on Market opportunity by geography ($ billion)

13 Drivers, Challenges, and Opportunity

• 13.1 Market drivers
  • Focus on reducing operating costs of businesses
  • Necessity to improve CRM for effective revenue generation
  • Integration of IVR into contact centers
• 13.2 Market challenges
  • Rising cybersecurity threats associated with contact centers
  • Low employee engagement and attrition level in contact centers
  • Need to adhere to regulatory requirements regarding personal data
• 13.3 Impact of drivers and challenges
  • Impact of drivers and challenges in 2025 and 2030
• 13.4 Market opportunities
  • Integration of chatbots into businesses for better turnaround times
  • Rising adoption of cloud-based contact centers
  • Incorporation of AI into contact centers for providing customized solutions

14 Competitive Landscape

• 14.1 Overview
• 14.2 Competitive Landscape
  • Overview on criticality of inputs and factors of differentiation
• 14.3 Landscape disruption
  • Overview on factors of disruption
• 14.4 Industry risks
  • Impact of key risks on business

15 Competitive Analysis

• 15.1 Companies profiled
  • Companies covered
• 15.2 Company ranking index
  • Company ranking index
• 15.3 Market positioning of companies
  • Matrix on companies position and classification
• 15.4 8x8 Inc.
  • 8x8 Inc. - Overview
  • 8x8 Inc. - Product / Service
  • 8x8 Inc. - Key news
  • 8x8 Inc. - Key offerings
  • SWOT
• 15.5 ALE International
  • ALE International - Overview
  • ALE International - Product / Service
  • ALE International - Key offerings
  • SWOT
• 15.6 Alvaria Inc.
  • Alvaria Inc. - Overview
  • Alvaria Inc. - Product / Service
  • Alvaria Inc. - Key offerings
  • SWOT
• 15.7 Amazon.com Inc.
  • Amazon.com Inc. - Overview
  • Amazon.com Inc. - Business segments
  • Amazon.com Inc. - Key news
  • Amazon.com Inc. - Key offerings
  • Amazon.com Inc. - Segment focus
  • SWOT
• 15.8 Ameyo Pvt Ltd.
  • Ameyo Pvt Ltd. - Overview
  • Ameyo Pvt Ltd. - Product / Service
  • Ameyo Pvt Ltd. - Key offerings
  • SWOT
• 15.9 Atos SE
  • Atos SE - Overview
  • Atos SE - Business segments
  • Atos SE - Key news
  • Atos SE - Key offerings
  • Atos SE - Segment focus
  • SWOT
• 15.10 Avaya LLC
  • Avaya LLC - Overview
  • Avaya LLC - Product / Service
  • Avaya LLC - Key news
  • Avaya LLC - Key offerings
  • SWOT
• 15.11 Cisco Systems Inc.
  • Cisco Systems Inc. - Overview
  • Cisco Systems Inc. - Business segments
  • Cisco Systems Inc. - Key news
  • Cisco Systems Inc. - Key offerings
  • Cisco Systems Inc. - Segment focus
  • SWOT
• 15.12 Enghouse Systems Ltd.
  • Enghouse Systems Ltd. - Overview
  • Enghouse Systems Ltd. - Business segments
  • Enghouse Systems Ltd. - Key offerings
  • Enghouse Systems Ltd. - Segment focus
  • SWOT
• 15.13 Five9 Inc.
  • Five9 Inc. - Overview
  • Five9 Inc. - Product / Service
  • Five9 Inc. - Key news
  • Five9 Inc. - Key offerings
  • SWOT
• 15.14 Genesys Telecom Lab Inc.
  • Genesys Telecom Lab Inc. - Overview
  • Genesys Telecom Lab Inc. - Product / Service
  • Genesys Telecom Lab Inc. - Key offerings
  • SWOT
• 15.15 Google LLC
  • Google LLC - Overview
  • Google LLC - Product / Service
  • Google LLC - Key offerings
  • SWOT
• 15.16 Mitel Networks Corp.
  • Mitel Networks Corp. - Overview
  • Mitel Networks Corp. - Product / Service
  • Mitel Networks Corp. - Key offerings
  • SWOT
• 15.17 NEC Corp.
  • NEC Corp. - Overview
  • NEC Corp. - Business segments
  • NEC Corp. - Key news
  • NEC Corp. - Key offerings
  • NEC Corp. - Segment focus
  • SWOT
• 15.18 NICE Ltd.
  • NICE Ltd. - Overview
  • NICE Ltd. - Business segments
  • NICE Ltd. - Key news
  • NICE Ltd. - Key offerings
  • NICE Ltd. - Segment focus
  • SWOT

16 Appendix

• 16.1 Scope of the report
  • Market definition
  • Objectives
  • Notes and caveats
• 16.2 Inclusions and exclusions checklist
  • Inclusions checklist
  • Exclusions checklist
• 16.3 Currency conversion rates for US$
  • Currency conversion rates for US$
• 16.4 Research methodology
  • Research methodology
• 16.5 Data procurement
  • Information sources
• 16.6 Data validation
  • Data validation
• 16.7 Validation techniques employed for market sizing
  • Validation techniques employed for market sizing
• 16.8 Data synthesis
  • Data synthesis
• 16.9 360 degree market analysis
  • 360 degree market analysis
• 16.10 List of abbreviations
  • List of abbreviations