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市场调查报告书
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1574095

客服中心即服务 (CCaaS) 市场 - 2024 年至 2029 年预测

Contact Center as a Service (CCaaS) Market - Forecasts from 2024 to 2029
出版日期: | 出版商: Knowledge Sourcing Intelligence | 英文 143 Pages | 商品交期: 最快1-2个工作天内

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简介目录

客服中心即服务 (CCaaS) 市场预计将从 2024 年的 85.51 亿美元成长到 2029 年的 163.03 亿美元，复合年增长率为 13.78%。

客服中心即服务 (CCaaS) 是一个平台，可让企业透过各种全通路通讯管道提高客户参与。该软体透过以较低的成本简化业务并提供提高客户参与的首选管道来提高整体效率。

主要经济体企业文化的发展、为增强客户互动而对新技术创新的投资以及蓬勃发展的云端环境正在加速新软体的使用规模。这些因素正在为客服中心即服务市场创造新的成长前景。

此外，领先市场参与者不断创新和努力提高业务扩充性，以及现代企业对新策略的投资，以支持向云端辅助客户服务管道的过渡，正在推动整体市场的进一步增长。

儘管 CCaaS 可以帮助客服中心即时产生重要的见解，但与品管管理、简化整合以及入境和呼出呼叫优化相关的成本很高，阻碍了市场的成长。

推动客服中心即服务 (CCaaS) 市场的因素有哪些？

  • 蓬勃发展的企业文化预计将推动市场扩张。

企业文化有助于理顺一个国家的商业目标，并明确达成经济成长的目标。在主要国家，企业部门正在蓬勃发展，新业务不断涌现，随着技术转型的正在进行，商业活动规模预计将加速。

美国人口普查数据显示，2024年8月公司设立申请数量为431,928份，较上季增加2.5%。此外，据同一消息来源称，同月新营业机构的预测为 2.6%。同样，政府和公共部门正在采用云端服务，以进一步建立新的客户关係管理管道的框架。

向人工智慧的持续转型为客户参与管道中的生成型和观察型人工智慧创造了成长机会。透过这项增强功能，公司现在可以透过客服中心分析来了解和分析与座席的交互，从而简化业务。

客服中心即服务 (CCaaS) 市场地理展望：

  • 北美估计占据主要市场占有率。

从地区来看，客服中心作为服务市场分为北美、南美、欧洲、中东和非洲以及亚太地区。北美市场预计将占据重要份额，并有望呈现持续成长。这一成长是由对先进技术的持续投资以增强业务运营、蓬勃发展的云端处理以及在美国和加拿大等主要区域经济体建立公司所推动的。

在北美，微软、亚马逊网路服务、思科和埃森哲等大公司持续投资加强其云端基础设施。例如，根据 AWB 的《2023 年经济影响研究》，亚马逊在 2011 年至 2022 年间投资约 1,080 亿美元，用于加强美国的云端运算基础设施。

同样，由于企业环境的发展和加强公司与客户沟通的策略性投资，预计欧洲和亚太市场在预测期内将呈现稳定成长。中东和南美的市场占有率预计可以忽略不计。

为什么要购买这份报告？

  • 富有洞察力的分析：获得涵盖关键和新兴区域的深入市场洞察，重点关注客户细分、政府政策和社会经济因素、消费者偏好、行业领域和其他子区隔。
  • 竞争格局：了解世界主要企业采取的策略策略，并了解透过正确的策略渗透市场的潜力。
  • 市场驱动因素和未来趋势：探索动态因素和关键市场趋势以及它们将如何影响未来市场发展。
  • 可行的建议：利用洞察力做出策略决策，在动态环境中释放新的业务流和收益。
  • 面向广大受众：对于新兴企业、研究机构、顾问、中小型企业和大型企业有用且具有成本效益。

公司使用我们的报告的目的是什么？

产业和市场考量、机会评估、产品需求预测、打入市场策略、地理扩张、资本投资决策、法律规范与影响、新产品开发、竞争影响。

调查范围

  • 2022年至2029年历史资料与预测
  • 成长机会、挑战、供应链前景、法规结构、顾客行为、趋势分析
  • 竞争对手的市场状况、策略与市场占有率分析
  • 包括国家在内的细分市场和地区的收益成长和预测评估
  • 公司简介（策略、产品、财务资讯、主要动态等）

客服中心即服务 (CCaaS) 市场分为以下几个部分：

按解决方案

  • 通话录音
  • 拨号器
  • 客户协作
  • 互动式语音应答
  • 劳动力优化
  • 其他的

按服务

  • 整合部署
  • 支援与维护
  • 培训和咨询
  • 託管服务

按公司规模

  • 小型企业
  • 大公司

按行业分类

  • BFSI
  • 资讯科技和通讯
  • 款待
  • 政府
  • 零售
  • 其他的

按地区

  • 北美洲
  • 美国
  • 加拿大
  • 墨西哥
  • 南美洲
  • 巴西
  • 阿根廷
  • 其他的
  • 欧洲
  • 英国
  • 德国
  • 法国
  • 义大利
  • 其他的
  • 中东/非洲
  • 沙乌地阿拉伯
  • 以色列
  • 其他的
  • 亚太地区
  • 日本
  • 中国
  • 印度
  • 韩国
  • 印尼
  • 泰国
  • 其他的

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
  • 相关人员的主要利益

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
  • 分析师观点

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

第 5 章：客服中心即服务 (CCaaS) 市场：依解决方案分类

  • 介绍
  • 通话录音
  • 拨号器
  • 客户协作
  • 互动式语音应答
  • 劳动力优化
  • 其他的

第 6 章客服中心即服务 (CCaaS) 市场：依服务分类

  • 介绍
  • 整合部署
  • 支援与维护
  • 培训和咨询
  • 託管服务

第 7 章客服中心即服务 (CCaaS) 市场：依公司规模

  • 介绍
  • 小型企业
  • 大公司

第 8 章客服中心即服务 (CCaaS) 市场：按行业

  • 介绍
  • BFSI
  • 资讯科技和通讯
  • 款待
  • 政府
  • 零售
  • 其他的

第 9 章：客服中心即服务 (CCaaS) 市集：按地区

  • 介绍
  • 北美洲
    • 美国
    • 加拿大
    • 墨西哥
  • 南美洲
    • 巴西
    • 阿根廷
    • 其他的
  • 欧洲
    • 英国
    • 德国
    • 法国
    • 义大利
    • 其他的
  • 中东/非洲
    • 沙乌地阿拉伯
    • 以色列
    • 其他的
  • 亚太地区
    • 日本
    • 中国
    • 印度
    • 韩国
    • 印尼
    • 泰国
    • 其他的

第十章竞争环境及分析

  • 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

第十一章 公司简介

  • Microsoft
  • Amazon Web Services, Inc.
  • Accenture
  • ALE International
  • Avaya LLC
  • Tata Communication Services Limited
  • Cisco
  • Genesys
  • 8x8, Inc.
  • Evolve IP, LLC.
  • Five9, Inc.
  • Enghouse Interactive
简介目录
Product Code: KSI061617113

The contact center as a service (CCaaS) market is anticipated to grow from US$8.551 billion in 2024 to US$16.303 billion in 2029 at a CAGR of 13.78%.

Contact Center as a Service (CCaaS) is a platform that improves a company's customer engagement through varied omnichannel communications channels. The software enhances overall efficiency by streamlining their operations at a low cost and providing them with preferred customer-engaging channels.

"The growing corporate culture in major economies, investment in new technological innovations to bolster customer interaction, and a booming cloud environment have accelerated the scale of new software usage. These factors are providing new growth prospects to the Contact Center as a Service market."

Moreover, the ongoing innovations by major market players and efforts to improve business scalability, followed by investments by modern enterprises in new strategies that would assist them in migrating towards cloud-assisted customer service channels, have further augmented the overall market expansion.

Though CCaaS assists in generating essential contact center insights in real-time, the cost associated with quality control management, streamlined integration, and inbound and outbound call optimization can be high, hindering market growth.

Contact Center as a Service (CCaaS) market drivers?

  • A booming corporate culture is expected to drive market expansion.

Corporate culture streamlines a country's business objectives, which assists in identifying the goals to achieve positive economic growth. Major economies are witnessing positive growth in their corporate sector, with new business establishments taking place, and with the ongoing technological transition, the scale of business activities is set to accelerate.

According to the US Census, the number of formation applications for August 2024 reached 431,928 representing a 2.5% growth over the preceding month. The same source also specified that projected business formation experienced 2.6% growth in the same month. Likewise, cloud services are being adopted by the government and public sectors, further establishing a new framework for new customer relationship management channels.

The ongoing transition to Artificial Intelligence has created growth opportunities for generative and observational AI in customer engagement channels. This enhancement has allowed companies to streamline operations by capturing and analyzing agent interactions through contact center analytics.

Contact Center As A Service (CCaaS) Market Geographical Outlook:

  • North America is estimated to account for a significant market share.

Geographically, the contact center as a service market is segmented into North America, South America, Europe, the Middle East and Africa, and Asia Pacific. The North American market is expected to account for a considerable share and is estimated to grow constantly. This growth is fueled by ongoing investments in advanced technologies to bolster business operations, booming cloud computing, and corporate establishments in major regional economies, namely the United States and Canada.

Major market players, namely Microsoft, Amazon Web Service, Cisco, and Accenture are well-established in North America, and the companies have shown constant investment to bolster cloud infrastructure. For instance, according to AWB's "Economic Impact Study 2023", Amazon invested nearly US$108 billion between 2011 and 2022 to strengthen cloud computing infrastructure in the US.

Likewise, the European and Asia Pacific markets are anticipated to show steady growth during the forecast period owing to the growing corporate environment and strategic ventures to bolster corporate-customer communication. Middle East and South America are expected to account for a minimal market share.

Reasons for buying this report:-

  • Insightful Analysis: Gain detailed market insights covering major as well as emerging geographical regions, focusing on customer segments, government policies and socio-economic factors, consumer preferences, industry verticals, other sub- segments.
  • Competitive Landscape: Understand the strategic maneuvers employed by key players globally to understand possible market penetration with the correct strategy.
  • Market Drivers & Future Trends: Explore the dynamic factors and pivotal market trends and how they will shape up future market developments.
  • Actionable Recommendations: Utilize the insights to exercise strategic decision to uncover new business streams and revenues in a dynamic environment.
  • Caters to a Wide Audience: Beneficial and cost-effective for startups, research institutions, consultants, SMEs, and large enterprises.

What do businesses use our reports for?

Industry and Market Insights, Opportunity Assessment, Product Demand Forecasting, Market Entry Strategy, Geographical Expansion, Capital Investment Decisions, Regulatory Framework & Implications, New Product Development, Competitive Intelligence

Report Coverage:

  • Historical data & forecasts from 2022 to 2029
  • Growth Opportunities, Challenges, Supply Chain Outlook, Regulatory Framework, Customer Behaviour, and Trend Analysis
  • Competitive Positioning, Strategies, and Market Share Analysis
  • Revenue Growth and Forecast Assessment of segments and regions including countries
  • Company Profiling (Strategies, Products, Financial Information, and Key Developments among others)

Contact Center as a Service (CCaaS) market is analyzed into the following segments:

By Solution

  • Call Recording
  • Dialer
  • Customer Collaboration
  • Interactive Voice Response
  • Workforce Optimization
  • Others

By Service

  • Integration and Deployment
  • Support and Maintenance
  • Training and Consulting
  • Managed Service

By Enterprise Size

  • Small & Medium Enterprise (SMEs)
  • Large Enterprise

By Industry Vertical

  • BFSI
  • IT and Telecom
  • Hospitality
  • Government
  • Retail
  • Others

By Geography

  • North America
  • USA
  • Canada
  • Mexico
  • South America
  • Brazil
  • Argentina
  • Others
  • Europe
  • UK
  • Germany
  • France
  • Italy
  • Others
  • Middle East and Africa
  • Saudi Arabia
  • Israel
  • Others
  • Asia Pacific
  • Japan
  • China
  • India
  • South Korea
  • Indonesia
  • Thailand
  • 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 for the Stakeholders

2. RESEARCH METHODOLOGY

  • 2.1. Research Design
  • 2.2. Research Process

3. EXECUTIVE SUMMARY

  • 3.1. Key Findings
  • 3.2. Analyst View

4. MARKET DYNAMICS

  • 4.1. Market Drivers
  • 4.2. Market Restraints
  • 4.3. Porter's Five Forces Analysis
    • 4.3.1. Bargaining Power of Supplier
    • 4.3.2. Bargaining Power of Buyers
    • 4.3.3. The 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 AS A SERVICE (CCAAS) MARKET BY SOLUTION

  • 5.1. Introduction
  • 5.2. Call Recording
  • 5.3. Dialer
  • 5.4. Customer Collaboration
  • 5.5. Interactive Voice Response
  • 5.6. Workforce Optimization
  • 5.7. Others

6. CONTACT CENTER AS A SERVICE (CCAAS) MARKET BY SERVICE

  • 6.1. Introduction
  • 6.2. Integration and Deployment
  • 6.3. Support and Maintenance
  • 6.4. Training and Consulting
  • 6.5. Managed Services

7. CONTACT CENTER AS A SERVICE (CCAAS) MARKET BY ENTERPRISE SIZE

  • 7.1. Introduction
  • 7.2. Small and Medium Enterprise (SMEs)
  • 7.3. Large Enterprise

8. CONTACT CENTER AS A SERVICE (CCAAS) MARKET BY INDUSTRY VERTICAL

  • 8.1. Introduction
  • 8.2. BFSI
  • 8.3. IT and Telecom
  • 8.4. Hospitality
  • 8.5. Government
  • 8.6. Retail
  • 8.7. Others

9. CONTACT CENTER AS A SERVICE (CCAAS) MARKET BY GEOGRAPHY

  • 9.1. Introduction
  • 9.2. North America
    • 9.2.1. USA
    • 9.2.2. Canada
    • 9.2.3. Mexico
  • 9.3. South America
    • 9.3.1. Brazil
    • 9.3.2. Argentina
    • 9.3.3. Others
  • 9.4. Europe
    • 9.4.1. UK
    • 9.4.2. Germany
    • 9.4.3. France
    • 9.4.4. Italy
    • 9.4.5. Others
  • 9.5. Middle East and Africa
    • 9.5.1. Saudi Arabia
    • 9.5.2. Israel
    • 9.5.3. Others
  • 9.6. Asia Pacific
    • 9.6.1. Japan
    • 9.6.2. China
    • 9.6.3. India
    • 9.6.4. South Korea
    • 9.6.5. Indonesia
    • 9.6.6. Thailand
    • 9.6.7. Others

10. COMPETITIVE ENVIRONMENT AND ANALYSIS

  • 10.1. Major Players and Strategy Analysis
  • 10.2. Market Share Analysis
  • 10.3. Mergers, Acquisitions, Agreements, and Collaborations
  • 10.4. Competitive Dashboard

11. COMPANY PROFILES

  • 11.1. Microsoft
  • 11.2. Amazon Web Services, Inc.
  • 11.3. Accenture
  • 11.4. ALE International
  • 11.5. Avaya LLC
  • 11.6. Tata Communication Services Limited
  • 11.7. Cisco
  • 11.8. Genesys
  • 11.9. 8x8, Inc.
  • 11.10. Evolve IP, LLC.
  • 11.11. Five9, Inc.
  • 11.12. Enghouse Interactive