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联络中心软件市场 - 2023 年至 2028 年预测
市场调查报告书
商品编码
1302897

联络中心软件市场 - 2023 年至 2028 年预测

Contact Center Software Market - Forecasts from 2023 to 2028
出版日期: | 出版商: Knowledge Sourcing Intelligence | 英文 134 Pages | 商品交期: 最快1-2个工作天内

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简介目录

联络中心软件市场预计将以 25.14% 的复合年增长率增长，从 2021 年的 336.15 亿美元增至 2028 年的 1615.19 亿美元。

联络中心软件是各种流程的集合，可自动执行与联络中心相关的基本流程。 联络中心软件通过本地或云部署为中小型企业提供的主要解决方案是自动呼叫分配器、通话录音、计算机电话集成、客户协作、拨号器、双向语音应答、报告和分析。 此外，我们还提供集成和部署、支持和维护、培训和咨询以及託管服务等服务。 大型企业越来越多地采用联络中心软件以及越来越多地采用基于云端的联络中心软件预计将推动联络中心软件市场的增长。

市场促进因素：

对使用人工智能技术实现客户服务自动化的需求不断增加。

在提高业务效率和准确性的背景下，由于企业流程自动化，对有效处理客户服务部门通信流程的联络中心软件的需求不断增加。 根据 IBM 2022 年全球 AI 采用指数研究，48% 的业务流程自动化组织受益于 AI 技术带来的客户体验改善，其中联络中心等组织大约 23% 正在部署 AI 进行业务自动化，以解决劳动力短缺问题。 此外，大约 28% 的联络中心组织正在使用人工智能技术来减少呼叫等待时间，其中 36% 的公司声称其客户服务代表的工作效率得到了提高。 此外，实时行为预测、洞察交付和消费者行为分析是在联络中心软件平台中采用人工智能技术的其他好处。 例如，2020 年 7 月，提供联络中心解决方案的以色列软件公司 NICE Systems Ltd. 宣布推出 ENLIGHTEN Fraud Prevention，这是一款采用语音生物识别技术和人工智能来自动检测欺诈者的客户交互工具。

新产品发布的增加归因于全渠道解决方案的采用。

提供联络中心解决方案的公司数量的增加是预计增加联络中心软件消耗的一个关键因素。 例如，微软公司于2022年3月收购了Nuance Communications, Inc.，整合了Azure、Teams等不同品牌的现有服务，并于2022年7月发布了联络中心软件平台“Microsoft Digital”。 此外，2022年2月，网路会议和影像通话解决方案市场领先公司Zoom Video Communications, Inc.宣布推出联络中心软件平台“Zoom Contact Center”，以增强其平台服务。 此外，这两款最近发布的产品都满足全渠道网路的要求。 全渠道解决方案的日益普及正在推动全渠道联络中心软件应用程序的开发并提高其盈利能力。

网路安全漏洞的威胁可能会减缓联络中心软件市场的扩张。

数据问题和网路安全漏洞的威胁阻碍了企业联络中心软件的广泛采用。 联络中心正在部署网路聊天、自助服务渠道和 IVR 系统作为其运营的重要组成部分，以处理其座席收到的越来越多的呼叫，从而增加欺诈攻击的风险以及由此造成的损失的影响。联络中心平台拥有大量可用的敏感客户数据，使它们持续面临网路攻击的风险。 因此，针对联络中心软件平台的网路攻击数量不断增加预计将对市场扩张产生负面影响。

新兴市场的趋势：

  • 2023 年4 月，Teckinfo Solutions Pvt. Ltd.（一家提供基于云端的联络中心和呼叫中心服务的印度软件技术公司）宣布推出一个新的软件平台，该平台提供了一个统一的平台来为各种组织规模的客户提供服务。我们宣布“ID云端-高级联络中心”。 2023年1月，国际IT公司Cognizant与美国公司NICE Systems Ltd.签署战略合作伙伴协议，该公司提供领先的人工智能支持的联络中心软件平台CXone，整合Cognizant的云端原生客户体验平台，进一步增强您的客户体验。 2022年10月，美国软件技术公司Duo World Inc.宣布将能够有效地进行全渠道通信，集成第三方应用程序，并集成社交媒体源、聊天和语音通话。发布了DialDesk，这是一个基于云端的新型联络中心平台，可自动扩展跨所有媒体的通信。

基于云端的联络中心软件解决方案的部署正在经历显着增长。

越来越多地采用基于云端的联络中心及其有效处理网路服务器上的通信的能力，为联络中心软件市场创造了增长机会。 基于云端的联络中心越来越多地被采用，因为与传统的联络中心相比，它们提供了更大的灵活性。 例如，根据美国网路硬件提供商思科系统公司2020年进行的一项民意调查，大约62%的联络中心决策者表示有兴趣开发基于云端的联络中心。 因此，在预测期内，云端部门将占据联络中心软件市场的主要份额。

北美在联络中心软件市场中占有重要份额，预计在预测期内将会增长。

北美在联络中心软件市场中占据了相当大的份额，受领先公司和品牌逐渐向数字化转型的推动，这有利于操作和其他相关任务的自动化，从而导致客户可能有巨大的需求用于护理和通信服务中的软件应用程序。 北美经济中零售业的扩张导致零售公司对联络中心软件的消费增加，从而提高了客户保留率和满意度。 此外，该地区主要的联络中心软件平台（如Nice CXone、Genesys Cloud CX和UJET）的存在，为BFSI和IT等各行业的公司提供了招聘机会，使其成为该地区的首选。联络中心软件产品预计将增加。

内容

第 1 章简介

  • 市场概览
  • 市场定义
  • 调查范围
  • 市场细分
  • 货币
  • 先决条件
  • 基准年和预测年的时间表

第 2 章研究方法

  • 调查数据
  • 调查过程

第 3 章执行摘要

  • 研究亮点

第 4 章市场动态

  • 市场促进因素
  • 市场抑制因素
  • 波特五力分析
  • 行业价值链分析

第 5 章联络中心软件市场：按组件

  • 简介
  • 解决方案
    • 自动来电分配 (ACD)
    • 通话录音
    • 电脑电话集成 (CTI)
    • 与客户的合作
    • 拨号器
    • 交互式语音应答 (IVR)
    • 报告/分析
    • 其他
  • 服务
    • 集成/部署
    • 支持/维护
    • 培训/咨询
    • 託管服务

第 6 章联络中心软件市场：按公司规模划分

  • 简介
  • 小型企业
  • 中型企业
  • 大型企业

第 7 章联络中心软件市场：按部署划分

  • 简介
  • 云端
  • 本地

第 8 章联络中心软件市场：按地区

  • 简介
  • 北美
    • 美国
    • 加拿大
    • 墨西哥
  • 南美洲
    • 巴西
    • 阿根廷
    • 其他
  • 欧洲
    • 德国
    • 法国
    • 英国
    • 西班牙
    • 其他
  • 中东/非洲
    • 沙特阿拉伯
    • 阿拉伯联合酋长国
    • 以色列
    • 其他
  • 亚太地区
    • 中国
    • 日本
    • 印度
    • 韩国
    • 印度尼西亚
    • 台湾
    • 其他

第 9 章竞争格局与分析

  • 主要公司及战略分析
  • 新兴公司和市场盈利能力
  • 合併、收购、协议和合作
  • 供应商竞争力矩阵

第 10 章公司简介

  • Genesys
  • Enghouse Interactive.
  • Mitel Networks Corp
  • NEC Corporation
  • NICE
  • Five9, Inc.
  • AWS
  • 3C Logic
  • Cisco
  • SAP SE
简介目录
Product Code: KSI061615032

The contact center software market is projected to grow at a CAGR of 25.14%, reaching US$161.519 billion in 2028 from US$33.615 billion in 2021.

The aggregation of various processes that automate the integral processes associated with a contact center is called the contact center software. Automatic call distribution, call recording, computer telephony integration, customer collaboration, dialer, interactive voice responses, and reporting & analytics are the major solutions offered by contact center software to small, medium, and large-sized enterprises by on-premise and cloud deployment. Further, it also provides services such as integration & deployment, support & maintenance, training & consulting, and managed services. The growing adoption of contact center software by large enterprises and the rise in the adoption of cloud-based contact center software are anticipated to grow the contact center software market.

Market Drivers:

The growing demand for automating customer care services using AI technology.

The automation of company processes fueled by the enhancement of operational efficiency of businesses and the improvement in accuracy is generating a high demand for contact center software to handle communication processes in the customer care service department effectively. According to IBM's Global AI Adoption Index research from 2022, 48% of the organizations automating their business processes benefited from enhanced customer experience as a result of AI technology, and approximately 23% of the organizations such as contact centers, are adopting AI for business, automation to address the issue of employee shortages. Further, about 28% of contact center organizations are using AI technology to reduce the waiting time on calls, and 36% of these enterprises declared an enhancement in the productivity of customer service agents. Further, real-time behavior prediction, insight provision, and consumer behavior analysis are the additional benefits of employing AI technology in contact center software platforms. For instance, in July 2020, Israeli software company NICE Systems Ltd., a software company providing contact center solutions, unveiled a customer interaction tool, ENLIGHTEN Fraud Prevention, that employs speech biometrics and artificial intelligence to detect fraudsters automatically.

The rise in new product launches is due to the adoption of omnichannel solutions.

The growth in the number of companies offering contact center solutions is a significant factor expected to increase the consumption of contact center software. For instance, in July 2022, Microsoft Corporation introduced its contact center software platform, Microsoft Digital, due to its previous acquisition of Nuance Communications, Inc. in March 2022 and the integration of its existing services under its different brands, such as Azure and Teams. Further, in February 2022, Zoom Video Communications, Inc., a leading company in the web conferencing and video call solution market, introduced its contact center software platform, Zoom Contact Center, to fortify its platform services. In addition, both these recent launches meet the requirement of an omnichannel network. The rising adoption of omnichannel solutions increases their profit margins in encouraging the development of omnichannel contact center software applications.

The threat of cybersecurity vulnerabilities could slow down the expansion of the contact center software market.

The data issues and the threat of cybersecurity violations are restraining companies' extensive adoption of contact center software. Since contact centers majorly deploy webchats, self-service channels, and IVR systems as an integral part of their working operations to handle the rising calls received by agents, they become increasingly susceptible to the danger of fraud attacks and consequential losses. The availability of vast amounts of sensitive client data with contact center platforms continuously exposes them to the risk of cyberattacks. Therefore, the increasing number of cyberattacks on contact center software platforms is anticipated to affect market expansion negatively.

Market Developments:

  • In April 2023, Teckinfo Solutions Pvt. Ltd., a software technology company in India offering cloud-based contact and call center services, introduced a new software platform, ID Cloud - Premium Contact Centre, to provide a uniform platform for engaging customers across all organizational sizes.
  • In January 2023, Cognizant, an international IT company, entered into a strategic partnership deal with NICE Systems Ltd., a US-based company offering a leading contact center software platform sponsored by AI, CXone, to merge the CXone software with Cloud Native Customer Experience Platform offered by Cognizant to enhance customer experience further.
  • In October 2022, DialDesk, a new contact center platform based on the cloud, was released by Duo World Inc., a US-based software technology company, to effectively conduct communication in omnichannel, integrate third-party applications, and autoscale communications on all mediums, including social media feeds, chats, and voice calls.

By deployment, cloud-based contact center software solutions are experiencing substantial growth.

The growing adoption of cloud-based contact centers is creating a growth opportunity for the contact center software market due to its effective ability to handle communication processed on web servers. The rising deployment of cloud-based contact centers is due to their ability to provide flexibility compared to conventional contact centers. For example, according to a poll conducted in 2020 by Cisco Systems Inc., a US-based company providing networking hardware, approximately 62% of decision-makers in contact centers have indicated an interest in developing cloud-based contact centers. Therefore, the cloud sector will hold a major share of the contact center software market over the forecast period.

North America has a significant share of the contact center software market and is expected to grow in the forecast period.

North America holds a significant share of the contact center software market fueled by the automation of business operations and other associated tasks encouraged by the gradual transition of top firms and brands towards digitalization, creating a huge demand for software applications in customer care and communication services. The expansion of the retail sector of North American economies is resulting in increased consumption of contact center software by retail companies to improve customer retention and satisfaction rates. Further, the presence of major contact center software platforms in the region, such as Nice CXone, Genesys Cloud CX, and UJET, offer adoption opportunities for companies working in various industries, such as the BFSI and IT which are expected to increase the consumption of contact center software products in the region.

Market Segmentation:

By Component

  • Solutions
  • Automatic Call Distribution (ACD)
  • Call Recording
  • Computer Telephony Integration (CTI)
  • Customer Collaboration
  • Dialer
  • Interactive Voice Responses (IVR)
  • Reporting & Analytics
  • Others
  • Service
  • Integration & Deployment
  • Support & Maintenance
  • Training & Consulting
  • Managed Services

By Enterprise Size

  • Small Enterprises
  • Medium enterprises
  • Large Enterprises

By Deployment

  • Cloud
  • On-Premise

By Geography

  • North America
    • USA
    • Canada
    • Mexico
  • South America
    • Brazil
    • Argentina
    • Others
  • Europe
    • Germany
    • France
    • United Kingdom
    • Spain
    • Others
  • Middle East and Africa
    • Saudi Arabia
    • UAE
    • Israel
    • Others
  • Asia Pacific
    • China
    • Japan
    • India
    • South Korea
    • Indonesia
    • Taiwan
    • Others

TABLE OF CONTENTS

1. INTRODUCTION

  • 1.1. Market Overview
  • 1.2. Market Definition
  • 1.3. Scope of the Study
  • 1.4. Market Segmentation
  • 1.5. Currency
  • 1.6. Assumptions
  • 1.7. Base and Forecast Years Timeline

2. RESEARCH METHODOLOGY

  • 2.1. Research Data
  • 2.2. Research Process

3. EXECUTIVE SUMMARY

  • 3.1. Research Highlights

4. MARKET DYNAMICS

  • 4.1. Market Drivers
  • 4.2. Market Restraints
  • 4.3. Porter's Five Force Analysis
    • 4.3.1. Bargaining Power of Suppliers
    • 4.3.2. Bargaining Power of Buyers
    • 4.3.3. Threat of New Entrants
    • 4.3.4. Threat of Substitutes
    • 4.3.5. Competitive Rivalry in the Industry
  • 4.4. Industry Value Chain Analysis

5. CONTACT CENTER SOFTWARE MARKET BY COMPONENT

  • 5.1. Introduction
  • 5.2. Solutions
    • 5.2.1. Automatic Call Distribution (ACD)
    • 5.2.2. Call Recording
    • 5.2.3. Computer Telephony Integration (CTI)
    • 5.2.4. Customer Collaboration
    • 5.2.5. Dialer
    • 5.2.6. Interactive Voice Responses (IVR)
    • 5.2.7. Reporting & Analytics
    • 5.2.8. Others
  • 5.3. Service
    • 5.3.1. Integration & Deployment
    • 5.3.2. Support & Maintenance
    • 5.3.3. Training & Consulting
    • 5.3.4. Managed Services

6. CONTACT CENTER SOFTWARE MARKET BY ENTERPRISE SIZE

  • 6.1. Introduction
  • 6.2. Small Enterprises
  • 6.3. Medium Enterprises
  • 6.4. Large Enterprises

7. CONTACT CENTER SOFTWARE MARKET BY DEPLOYMENT

  • 7.1. Introduction
  • 7.2. Cloud
  • 7.3. On-Premise

8. CONTACT CENTER SOFTWARE MARKET BY GEOGRAPHY

  • 8.1. Introduction
  • 8.2. North America
    • 8.2.1. USA
    • 8.2.2. Canada
    • 8.2.3. Mexico
  • 8.3. South America
    • 8.3.1. Brazil
    • 8.3.2. Argentina
    • 8.3.3. Others
  • 8.4. Europe
    • 8.4.1. Germany
    • 8.4.2. France
    • 8.4.3. United Kingdom
    • 8.4.4. Spain
    • 8.4.5. Others
  • 8.5. Middle East And Africa
    • 8.5.1. Saudi Arabia
    • 8.5.2. UAE
    • 8.5.3. Israel
    • 8.5.4. Others
  • 8.6. Asia Pacific
    • 8.6.1. China
    • 8.6.2. Japan
    • 8.6.3. India
    • 8.6.4. South Korea
    • 8.6.5. Indonesia
    • 8.6.6. Taiwan
    • 8.6.7. Others

9. COMPETITIVE ENVIRONMENT AND ANALYSIS

  • 9.1. Major Players and Strategy Analysis
  • 9.2. Emerging Players and Market Lucrative
  • 9.3. Mergers, Acquisition, Agreements, and Collaborations
  • 9.4. Vendor Competitiveness Matrix

10. COMPANY PROFILES

  • 10.1. Genesys
  • 10.2. Enghouse Interactive.
  • 10.3. Mitel Networks Corp
  • 10.4. NEC Corporation
  • 10.5. NICE
  • 10.6. Five9, Inc.
  • 10.7. AWS
  • 10.8. 3C Logic
  • 10.9. Cisco
  • 10.10. SAP SE