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市场调查报告书
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1495940

客服中心软体市场：2024-2029 年预测

Contact Center Software Market - Forecasts from 2024 to 2029
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

客服中心软体市场预计将以 25.89% 的复合年增长率成长，从 2022 年的 420.42 亿美元增至 2029 年的 2,106.22 亿美元。

自动化与客服中心相关的基本流程的各种流程的集合称为客服中心软体。客服中心软体透过本地和云端部署为小型、中型和大型企业提供的关键解决方案包括自动呼叫分配、呼叫录音、电脑语音通信整合、客户协作、拨号器、双向语音回应以及报告和分析。

此外，我们还提供整合和部署、支援和维护、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客服中心软体以及越来越多地采用云端基础的客服中心软体预计将导致客服中心软体市场的成长。

此外，2024年2月， 客服中心 Studio宣布与菲律宾知名银行催收公司RGS建立合作关係。这是为了提供最大限度提高客户满意度的服务和结果。

客服中心软体市场驱动因素：

  • 使用人工智慧技术实现顾客关怀自动化的需求不断增长。

在业务效率提高和准确性提高的推动下，企业流程自动化对能够有效处理顾客关怀部门通讯流程的客服中心软体产生了很高的需求。

根据 IBM 2022 年发布的全球人工智慧采用指数研究，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，而客服中心等组织中约有 23% 正在部署用于业务自动化的 AI解决劳动力短缺问题。

此外，大约 28% 的客服中心组织正在利用人工智慧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理的工作效率得到了提高。

此外，即时行为预测、提供见解和消费行为分析是在客服中心软体平台中采用人工智慧技术的其他好处。例如，2020 年 7 月，提供客服中心解决方案的以色列软体公司 NICE Systems Ltd. 推出了 ENLIGHTEN Fraud Prevention，这是一款采用语音生物识别和人工智慧来自动侦测诈骗。

  • 新产品发布的增加归因于全通路解决方案的采用。

提供客服中心解决方案的公司数量的增加是预计增加客服中心软体消耗的关键因素。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月发布了客服中心软体平台「Microsoft Digital」。

此外，2022年2月，网路会议和视讯通话解决方案市场领先公司Zoom Video Communications, Inc.宣布推出客服中心软体平台“Zoom Contact Center”，以增强其平台服务。此外，这两款最近发布的产品都符合全通路网路的要求。全通路解决方案的日益普及将推动全通路客服中心软体应用程式的发展并提高利润率。

客服中心软体市场挑战：

  • 网路安全漏洞的威胁可能会减缓客服中心软体市场的扩张。

资料问题和网路安全漏洞的威胁阻碍了企业广泛采用客服中心软体。客服中心正在部署网路聊天、自助服务管道和 IVR 系统，作为业务的一个组成部分，以处理其座席收到的越来越多的呼叫，从而增加诈骗攻击的风险以及由此造成的损失的影响。

客服中心平台拥有大量可用的敏感客户资料，使它们持续面临网路攻击的风险。因此，客服中心软体平台网路攻击的增加预计将对市场扩张产生负面影响。

透过部署，云端基础的客服中心软体解决方案正在经历显着成长。

云端基础的客服中心的日益普及为客服中心软体市场提供了成长机会，因为它们能够有效地处理在网路伺服器上处理的通讯。云端基础的客服中心越来越多地被采用，因为与传统的客服中心相比，它们提供了更大的灵活性。

例如，根据美国网路硬体供应商Cisco公司在 2020 年进行的一项民意调查，大约 62% 的客服中心决策者表示有兴趣开发云端基础的客服中心。因此，在预测期内，云端领域将占据客服中心软体市场的主要份额。

北美在客服中心软体市场占据主要份额

北美在客服中心软体市场中占有主要份额。这是因为在领先公司和品牌逐渐走向数位化的推动下，业务营运和其他相关业务的自动化正在为顾客关怀和通讯服务中的软体应用程式创造巨大的需求。

北美经济中零售业的扩张导致零售公司对客服中心软体的消费增加，从而提高了客户维繫和满意度。此外，该地区拥有Nice CXone、Genesys Cloud CX和UJET等主要客服中心软体平台，为BFSI和IT等各行业的公司提供招募机会，客服中心软体产品的消费预计将增加。

客服中心软体市场产业最新动态：

  • 2023 年 4 月 - Teckinfo Solutions Pvt Ltd. 是一家提供云端基础的客服中心和客服中心服务的印度软体技术公司，推出了新的软体平台“Teckinfo Solutions Pvt Ltd.”，为所有组织的客户提供统一的平台。
  • 2023 年 1 月 - 国际 IT 公司 Cognizant 与 NICE Systems Ltd. 签订策略合作伙伴协议，将 CXone 软体整合到 Cognizant 的云端原生客户体验平台中，以进一步改善您的体验。
  • 2022 年 10 月 -美国软体技术公司 Duo World Inc. 发布基于云端的新型客服中心平台 DialDesk。该平台可实现有效的全通路通信，整合第三方应用程序，并跨任何媒介实现通信自动化，包括社交媒体源、聊天和语音通话。

目录

第一章简介

  • 市场概况
  • 市场定义
  • 调查范围
  • 市场区隔
  • 货币
  • 先决条件
  • 基准年和预测年时间表
  • 相关利益者的主要利益

第二章调查方法

  • 研究设计
  • 调查过程

第三章执行摘要

  • 主要发现

第四章市场动态

  • 市场驱动因素
  • 市场限制因素
  • 波特五力分析
  • 产业价值链分析
  • 分析师观点

第五章客服中心软体市场：按组件

  • 介绍
  • 解决方案
    • 市场机会和趋势
    • 成长前景
    • 地域获利能力
    • 自动呼叫分配 (ACD)
    • 通话录音
    • 电脑语音通信整合 (CTI)
    • 客户协作
    • 拨号器
    • 互动式语音应答 (IVR)
    • 报告与分析
    • 其他的
  • 服务
    • 市场机会和趋势
    • 成长前景
    • 地域获利能力
    • 整合部署
    • 支援与维护
    • 培训和咨询
    • 管理服务

第六章客服中心软体市场：依公司规模

  • 介绍
  • 小本生意
    • 市场机会和趋势
    • 成长前景
    • 地域获利能力
  • 中型公司
    • 市场机会和趋势
    • 成长前景
    • 地域获利能力
  • 大公司
    • 市场机会和趋势
    • 成长前景
    • 地域获利能力

第七章客服中心软体市场：依部署

  • 介绍
  • 云
    • 市场机会和趋势
    • 成长前景
    • 地域获利能力
  • 本地
    • 市场机会和趋势
    • 成长前景
    • 地域获利能力

第八章客服中心软体市场：按地区

  • 介绍
  • 北美洲
    • 按成分
    • 按公司规模
    • 按发展
    • 按国家/地区
  • 南美洲
    • 按成分
    • 按公司规模
    • 按发展
    • 按国家/地区
  • 欧洲
    • 按成分
    • 按公司规模
    • 按发展
    • 按国家/地区
  • 中东/非洲
    • 按成分
    • 按公司规模
    • 按发展
    • 按国家/地区
  • 亚太地区
    • 按成分
    • 按公司规模
    • 按发展
    • 按国家/地区

第九章竞争环境及分析

  • 主要企业及策略分析
  • 市场占有率分析
  • 合併、收购、协议和合作
  • 竞争对手仪表板

第十章 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 25.89%, reaching US$210.622 billion in 2029 from US$42.042 billion in 2022.

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.

Moreover, in February 2024, Call Center Studio announced a partnership with RGS, a prominent player in banking collections in the Philippines. It is for the service and results for maximum customer satisfaction.

Contact center software 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.

And, 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.

Contact center software market challenges:

  • 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.

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

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.

Contact Center Software Market Industry Updates:

  • 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.
  • 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.
  • 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.

The contact center software market is segmented and analyzed as below::

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
  • UK
  • 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
  • 1.8. Key benefits to the stakeholder

2. RESEARCH METHODOLOGY

  • 2.1. Research Design
  • 2.2. Research Process

3. EXECUTIVE SUMMARY

  • 3.1. Key Findings

4. MARKET DYNAMICS

  • 4.1. Market Drivers
  • 4.2. Market Restraints
  • 4.3. Porter's Five Forces 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
  • 4.5. Analyst View

5. CONTACT CENTER SOFTWARE MARKET BY COMPONENT

  • 5.1. Introduction
  • 5.2. Solutions
    • 5.2.1. Market opportunities and trends
    • 5.2.2. Growth prospects
    • 5.2.3. Geographic lucrativeness
    • 5.2.4. Automatic Call Distribution (ACD)
    • 5.2.5. Call Recording
    • 5.2.6. Computer Telephony Integration (CTI)
    • 5.2.7. Customer Collaboration
    • 5.2.8. Dialer
    • 5.2.9. Interactive Voice Responses (IVR)
    • 5.2.10. Reporting & Analytics
    • 5.2.11. Others
  • 5.3. Service
    • 5.3.1. Market opportunities and trends
    • 5.3.2. Growth prospects
    • 5.3.3. Geographic lucrativeness
    • 5.3.4. Integration & Deployment
    • 5.3.5. Support & Maintenance
    • 5.3.6. Training & Consulting
    • 5.3.7. Managed Services

6. CONTACT CENTER SOFTWARE MARKET BY ENTERPRISE SIZE

  • 6.1. Introduction
  • 6.2. Small Enterprises
    • 6.2.1. Market opportunities and trends
    • 6.2.2. Growth prospects
    • 6.2.3. Geographic lucrativeness
  • 6.3. Medium Enterprises
    • 6.3.1. Market opportunities and trends
    • 6.3.2. Growth prospects
    • 6.3.3. Geographic lucrativeness
  • 6.4. Large Enterprises
    • 6.4.1. Market opportunities and trends
    • 6.4.2. Growth prospects
    • 6.4.3. Geographic lucrativeness

7. CONTACT CENTER SOFTWARE MARKET BY DEPLOYMENT

  • 7.1. Introduction
  • 7.2. Cloud
    • 7.2.1. Market opportunities and trends
    • 7.2.2. Growth prospects
    • 7.2.3. Geographic lucrativeness
  • 7.3. On-Premise
    • 7.3.1. Market opportunities and trends
    • 7.3.2. Growth prospects
    • 7.3.3. Geographic lucrativeness

8. CONTACT CENTER SOFTWARE MARKET BY GEOGRAPHY

  • 8.1. Introduction
  • 8.2. North America
    • 8.2.1. By Component
    • 8.2.2. By Enterprise Size
    • 8.2.3. By Deployment
    • 8.2.4. By Country
      • 8.2.4.1. United States
        • 8.2.4.1.1. Market Trends and Opportunities
        • 8.2.4.1.2. Growth Prospects
      • 8.2.4.2. Canada
        • 8.2.4.2.1. Market Trends and Opportunities
        • 8.2.4.2.2. Growth Prospects
      • 8.2.4.3. Mexico
        • 8.2.4.3.1. Market Trends and Opportunities
        • 8.2.4.3.2. Growth Prospects
  • 8.3. South America
    • 8.3.1. By Component
    • 8.3.2. By Enterprise Size
    • 8.3.3. By Deployment
    • 8.3.4. By Country
      • 8.3.4.1. Brazil
        • 8.3.4.1.1. Market Trends and Opportunities
        • 8.3.4.1.2. Growth Prospects
      • 8.3.4.2. Argentina
        • 8.3.4.2.1. Market Trends and Opportunities
        • 8.3.4.2.2. Growth Prospects
      • 8.3.4.3. Others
        • 8.3.4.3.1. Market Trends and Opportunities
        • 8.3.4.3.2. Growth Prospects
  • 8.4. Europe
    • 8.4.1. By Component
    • 8.4.2. By Enterprise Size
    • 8.4.3. By Deployment
    • 8.4.4. By Country
      • 8.4.4.1. Germany
        • 8.4.4.1.1. Market Trends and Opportunities
        • 8.4.4.1.2. Growth Prospects
      • 8.4.4.2. France
        • 8.4.4.2.1. Market Trends and Opportunities
        • 8.4.4.2.2. Growth Prospects
      • 8.4.4.3. UK
        • 8.4.4.3.1. Market Trends and Opportunities
        • 8.4.4.3.2. Growth Prospects
      • 8.4.4.4. Spain
        • 8.4.4.4.1. Market Trends and Opportunities
        • 8.4.4.4.2. Growth Prospects
      • 8.4.4.5. Others
        • 8.4.4.5.1. Market Trends and Opportunities
        • 8.4.4.5.2. Growth Prospects
  • 8.5. Middle East and Africa
    • 8.5.1. By Component
    • 8.5.2. By Enterprise Size
    • 8.5.3. By Deployment
    • 8.5.4. By Country
      • 8.5.4.1. Saudi Arabia
        • 8.5.4.1.1. Market Trends and Opportunities
        • 8.5.4.1.2. Growth Prospects
      • 8.5.4.2. UAE
        • 8.5.4.2.1. Market Trends and Opportunities
        • 8.5.4.2.2. Growth Prospects
      • 8.5.4.3. Israel
        • 8.5.4.3.1. Market Trends and Opportunities
        • 8.5.4.3.2. Growth Prospects
      • 8.5.4.4. Others
        • 8.5.4.4.1. Market Trends and Opportunities
        • 8.5.4.4.2. Growth Prospects
  • 8.6. Asia Pacific
    • 8.6.1. By Component
    • 8.6.2. By Enterprise Size
    • 8.6.3. By Deployment
    • 8.6.4. By Country
      • 8.6.4.1. China
        • 8.6.4.1.1. Market Trends and Opportunities
        • 8.6.4.1.2. Growth Prospects
      • 8.6.4.2. Japan
        • 8.6.4.2.1. Market Trends and Opportunities
        • 8.6.4.2.2. Growth Prospects
      • 8.6.4.3. India
        • 8.6.4.3.1. Market Trends and Opportunities
        • 8.6.4.3.2. Growth Prospects
      • 8.6.4.4. South Korea
        • 8.6.4.4.1. Market Trends and Opportunities
        • 8.6.4.4.2. Growth Prospects
      • 8.6.4.5. Indonesia
        • 8.6.4.5.1. Market Trends and Opportunities
        • 8.6.4.5.2. Growth Prospects
      • 8.6.4.6. Taiwan
        • 8.6.4.6.1. Market Trends and Opportunities
        • 8.6.4.6.2. Growth Prospects
      • 8.6.4.7. Others
        • 8.6.4.7.1. Market Trends and Opportunities
        • 8.6.4.7.2. Growth Prospects

9. COMPETITIVE ENVIRONMENT AND ANALYSIS

  • 9.1. Major Players and Strategy Analysis
  • 9.2. Market Share Analysis
  • 9.3. Mergers, Acquisition, Agreements, and Collaborations
  • 9.4. Competitive Dashboard

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