零售云端语音通信市场报告：2031 年趋势、预测与竞争分析

全球零售云端语音通信（云端电话服务）市场前景光明，中小企业和大型企业市场都存在机会。预计 2025 年至 2031 年间，全球零售云端语音通信市场将以 9.1% 的复合年增长率成长。该市场的主要驱动力是对全通路通讯解决方案的需求不断增长、虚拟客服中心在客户支援方面的采用日益增多，以及人工智慧和自动化整合度不断提高以改善客户经验。

• 根据 Lucintel 的预测，基于类型，无限云端语音通信预计在预测期内将实现高速成长。
• 从应用来看，中小企业预计将实现高速成长。
• 根据地区来看，预计亚太地区将在预测期内实现最高成长。

零售云端语音通信市场的策略性成长机会

零售云端语音通信市场为关键应用提供了各种成长机会，使品牌能够创新并占领新的细分市场。

• 自动化客户服务：投资自动化客户服务解决方案可以显着提高效率和回应能力，使零售商能够在不影响品质的情况下处理大量查询。
• 电子商务整合：随着网路购物的持续成长，将云端语音通信与电子商务平台结合可以简化客户沟通并改善订单管理流程。
• 即时分析：在云端语音通信系统中提供即时分析工具，使零售商能够根据客户互动做出明智的决策，从而提高服务和客户满意度。
• 远距工作解决方案：随着远距工作的兴起，为远端团队提供云端语音通信解决方案有助于促进有效的沟通和协作，提高业务效率。
• 与技术供应商合作：与技术供应商合作以支援云端语音通信，使零售商能够获得尖端功能，帮助他们在快速发展的市场中保持竞争力。

这些成长机会正在透过推动创新、增强客户参与和提高业务效率来再形成零售云端语音通信市场。

零售云端语音通信市场驱动因素与挑战

零售云端语音通信市场受到技术、经济和监管因素等各种驱动因素​​和挑战的影响。

推动零售云端语音通信市场发展的因素包括：

• 数位通讯需求增加：向数位通讯管道的转变正在推动零售商采用云端语音通信解决方案，以实现高效灵活的客户互动。
• 提高成本效率：与传统系统相比，云端语音通信可以节省成本，使零售商能够更有效地分配资源并投资于业务的其他领域。
• 改善客户体验：零售商优先考虑客户体验，云端语音通信解决方案促进个人化、及时和有效的沟通，并提高整体客户满意度。
• 技术进步：云端技术和人工智慧的快速发展使零售商能够利用创新解决方案来提高业务效率和服务品质。
• 远距工作趋势：远距工作的增加正在推动零售公司采用云端语音通信解决方案，为分散式团队提供灵活的通讯选项。

零售云端语音通信市场面临的挑战是：

• 资料安全问题：由于客户要求确保其资讯在云端系统内受到保护，零售商面临资料安全和隐私方面的挑战。
• 整合复杂性：将云端语音通信与现有系统整合非常复杂且资源密集，需要仔细的规划与执行。
• 市场竞争：云端语音通信市场竞争非常激烈，众多供应商提供类似的解决方案，这使得零售商难以脱颖而出。

这些市场驱动因素和挑战正在塑造零售云端语音通信市场的动态，影响策略决策和整体成长潜力。

零售云端语音通信公司列表

市场上的公司根据其提供的产品品质竞争。该市场的主要企业正致力于扩大製造设施、投资研发、开发基础设施以及利用整个价值链的整合机会。透过这些策略，零售云端语音通信公司能够满足日益增长的需求、保持竞争力、开发创新产品和技术、降低生产成本并扩大基本客群。本报告介绍的零售云端语音通信公司包括：

• NFON
• RingCentral
• 思科
• 敏迪网路
• Avaya
• 8x8
• 恩雷奇
• 命运 NV
• Twilio
• 3CX

目录

第一章执行摘要

2. 全球零售云端语音通信市场：市场动态

• 简介、背景和分类
• 供应链
• 产业驱动力与挑战

第三章市场趋势与预测分析（2019-2031）

• 宏观经济趋势（2019-2024）及预测（2025-2031）
• 全球零售云端语音通信市场趋势（2019-2024 年）及预测（2025-2031 年）
• 全球零售云端语音通信市场（按类型）
  • 无限云端语音通信
  • 计量型的云端语音通信
• 全球零售云端语音通信市场（按应用程式）
  • 中小型企业
  • 大型企业

第四章区域市场趋势与预测分析（2019-2031）

• 全球零售云端语音通信市场（按地区）
• 北美零售云端语音通信市场
• 欧洲零售云端语音通信市场
• 亚太地区零售云端语音通信市场
• 世界其他地区零售云端语音通信市场

第五章 竞争分析

• 产品系列分析
• 营运整合
• 波特五力分析

第六章 成长机会与策略分析

• 成长机会分析
  • 全球零售云端语音通信市场成长机会（按类型）
  • 全球零售云端语音通信市场成长机会（按应用）
  • 全球零售云端语音通信市场各区域成长机会
• 全球零售云端语音通信市场的新趋势
• 战略分析
  • 新产品开发
  • 全球零售云端语音通信市场容量扩张
  • 全球零售云端语音通信市场的企业合併
  • 认证和许可

第七章主要企业简介

• NFON
• RingCentral
• Cisco
• Mitel Networks
• Avaya
• 8x8
• Enreach
• Destiny NV
• Twilio
• 3CX

The future of the global cloud telephony for retail market looks promising with opportunities in the small & medium business and large enterprise markets. The global cloud telephony for retail market is expected to grow with a CAGR of 9.1% from 2025 to 2031. The major drivers for this market are the increasing demand for omnichannel communication solutions, the growing adoption of virtual call centers for customer support, and the rising integration of artificial intelligence & automation for enhanced customer experiences.

• Lucintel forecasts that, within the type category, unlimited cloud telephony is expected to witness higher growth over the forecast period.
• Within this application category, small & medium business is expected to witness higher growth.
• In terms of regions, APAC is expected to witness the highest growth over the forecast period.

Gain Valuable Insights for your business decisions with our comprehensive 150+ page report.

Emerging Trends in the Cloud Telephony for Retail Market

The cloud telephony for retail market is influenced by several emerging trends that reflect the industry's ongoing evolution and consumer expectations.

• AI and Automation: Retailers are increasingly integrating AI and automation into their cloud telephony systems, enhancing customer interactions through chatbots and automated response systems. This trend improves efficiency and provides 24/7 support.
• Omnichannel Communication: There is a growing focus on providing seamless omnichannel communication experiences. Retailers are utilizing cloud telephony to integrate voice, chat, and social media platforms, allowing for consistent customer engagement.
• Personalization: Retailers are leveraging data analytics and cloud technologies to personalize customer communications. Tailored messages based on customer preferences enhance engagement and improve satisfaction.
• Scalability and Flexibility: Cloud solutions provide retailers with the scalability needed to adjust their operations based on demand. This flexibility is particularly beneficial for seasonal retailers and those facing fluctuating customer needs.
• Enhanced Security Features: With growing concerns about data privacy, cloud telephony providers are focusing on offering robust security features. Retailers are prioritizing secure solutions that comply with regulations, ensuring customer data protection.

These trends are reshaping the cloud telephony for retail market by promoting innovation, enhancing customer experience, and ensuring adaptability in a competitive landscape.

Recent Developments in the Cloud Telephony for Retail Market

The cloud telephony for retail market highlight advancements aimed at enhancing operational efficiency and customer engagement.

• Integration with CRM systems: Many retailers are integrating cloud telephony with customer relationship management (CRM) systems to streamline customer interactions and maintain comprehensive customer profiles, facilitating personalized service.
• Adoption of voice AI: The implementation of voice AI technologies is becoming more common, enabling retailers to automate responses to common inquiries and improve the efficiency of customer service operations.
• Investment in security protocols: Retailers are investing in advanced security protocols to protect customer data and ensure compliance with regulations. This focus on security enhances trust and reliability in cloud telephony solutions.
• Multi-language support: As global retail markets expand, cloud telephony providers are offering multi-language support features, allowing retailers to engage with diverse customer bases effectively.
• Focus on analytics: Retailers are increasingly utilizing analytics tools integrated within cloud telephony platforms to gather insights on customer behavior, enabling data-driven decision-making and improving service strategies.

These developments are positively impacting the cloud telephony for retail market by driving innovation, enhancing customer service quality, and ensuring security in communications.

Strategic Growth Opportunities for Cloud Telephony for Retail Market

The cloud telephony for retail market presents various growth opportunities across key applications, enabling brands to innovate and capture new market segments.

• Customer service automation: Investing in automated customer service solutions can significantly enhance efficiency and responsiveness, allowing retailers to handle higher volumes of inquiries without compromising quality.
• Integration with e-commerce: As online shopping continues to grow, integrating cloud telephony with e-commerce platforms can streamline customer communications and improve order management processes.
• Real-time analytics: Providing real-time analytics tools within cloud telephony systems can empower retailers to make informed decisions based on customer interactions, leading to improved service and customer satisfaction.
• Remote work solutions: With the rise of remote work, offering cloud telephony solutions tailored for remote teams can facilitate effective communication and collaboration, enhancing operational efficiency.
• Partnerships with tech providers: Collaborating with technology providers to enhance cloud telephony offerings can enable retailers to access cutting-edge features and stay competitive in a rapidly evolving market.

These growth opportunities are reshaping the cloud telephony for retail market by fostering innovation, enhancing customer engagement, and driving operational efficiency.

Cloud Telephony for Retail Market Driver and Challenges

The cloud telephony for retail market is influenced by various drivers and challenges shaped by technological, economic, and regulatory factors.

The factors responsible for driving the cloud telephony for retail market include:

• Increased demand for digital communication: The shift toward digital communication channels is driving retailers to adopt cloud telephony solutions, allowing for efficient and flexible customer interactions.
• Cost efficiency: Cloud telephony offers cost savings compared to traditional systems, enabling retailers to allocate resources more effectively and invest in other areas of their business.
• Enhanced customer experience: Retailers are prioritizing customer experience, and cloud telephony solutions facilitate personalized, timely, and effective communication, enhancing overall customer satisfaction.
• Technological advancements: Rapid advancements in cloud technology and AI are enabling retailers to leverage innovative solutions that improve operational efficiency and service quality.
• Growing remote work trends: The rise of remote work is pushing retailers to adopt cloud telephony solutions that support flexible communication options for distributed teams.

Challenges in the cloud telephony market for retail are:

• Data security concerns: Retailers face challenges related to data security and privacy, as customers demand assurance that their information is protected within cloud systems.
• Integration complexities: Integrating cloud telephony with existing systems can be complex and resource-intensive, requiring careful planning and execution.
• Market competition: The cloud telephony market is highly competitive, with numerous providers offering similar solutions, making differentiation challenging for retailers.

These drivers and challenges collectively shape the dynamics of the cloud telephony for retail market, influencing strategic decisions and overall growth potential.

List of Cloud Telephony Companies for Retail Market

Companies in the market compete on the basis of product quality offered. Major players in this market focus on expanding their manufacturing facilities, R&D investments, infrastructural development, and leverage integration opportunities across the value chain. Through these strategies cloud telephony for retail market companies cater increasing demand, ensure competitive effectiveness, develop innovative products & technologies, reduce production costs, and expand their customer base. Some of the cloud telephony for retail market companies profiled in this report include-

• NFON
• RingCentral
• Cisco
• Mitel Networks
• Avaya
• 8x8
• Enreach
• Destiny NV
• Twilio
• 3CX

Cloud Telephony for Retail by Segment

The study includes a forecast of the global cloud telephony for retail market by type, application, and region.

Cloud Telephony for Retail Market by Type [Analysis by Value from 2019 to 2031]:

• Unlimited Cloud Telephony
• Metered Cloud Telephony

Cloud Telephony for Retail Market by Application [Analysis by Value from 2019 to 2031]:

• Small & Medium Business
• Large Enterprise

Cloud Telephony for Retail Market by Region [Analysis by Value from 2019 to 2031]:

• North America
• Europe
• Asia Pacific
• The Rest of the World

Country Wise Outlook for the Cloud Telephony for Retail Market

The cloud telephony for retail market is rapidly evolving, driven by technological advancements and changing consumer behaviors. Retailers increasingly adopt cloud-based communication solutions to enhance customer engagement, streamline operations, and improve overall service efficiency. The COVID-19 pandemic has accelerated the shift toward digitalization, prompting retailers to leverage cloud telephony for better scalability and flexibility in their operations. This overview explores recent developments in key markets, including the United States, China, Germany, India, and Japan.

• United States: In the U.S., cloud telephony adoption in retail has surged, with major retailers integrating AI-powered voice solutions to enhance customer interactions. Companies are using cloud platforms to manage customer data effectively, enabling personalized communication and improved customer service. The trend toward omnichannel experiences is prompting retailers to unify voice, chat, and social media interactions through cloud solutions. Regulatory compliance and data security are also prioritized, pushing vendors to enhance their offerings with robust security features.
• China: China's retail sector is witnessing rapid advancements in cloud telephony, with significant investments in digital infrastructure. Retailers are increasingly leveraging cloud solutions for customer service automation, incorporating chatbots and AI-driven systems to handle inquiries efficiently. The integration of cloud telephony with e-commerce platforms is enhancing the customer experience by providing seamless communication options. Additionally, the government's focus on digital economy initiatives is promoting the adoption of innovative communication technologies across various retail segments.
• Germany: In Germany, the cloud telephony market for retail is expanding as businesses embrace digital transformation. Retailers are implementing unified communications solutions to streamline operations and improve customer service quality. A growing focus on sustainability is influencing the choice of cloud providers, with many opting for vendors that offer eco-friendly solutions. German retailers are also investing in training staff to utilize cloud telephony systems effectively, ensuring that teams can maximize the benefits of these technologies.
• India: The cloud telephony market in India is experiencing rapid growth, driven by an increase in smartphone penetration and internet connectivity. Retailers are adopting cloud solutions to enhance customer engagement and improve service delivery. Startups and established companies alike are leveraging cloud telephony to manage customer interactions more efficiently. Government initiatives promoting digitalization are further supporting the adoption of cloud technologies in the retail sector, with many businesses focusing on cost-effective solutions.
• Japan: Japan's retail market is witnessing a gradual shift toward cloud telephony, with an emphasis on enhancing customer experience through technology. Retailers are integrating cloud solutions to facilitate real-time communication and support services. The use of AI and machine learning is becoming more prevalent, helping businesses analyze customer behavior and tailor their services accordingly. Additionally, the focus on data privacy and regulatory compliance is driving the demand for secure cloud telephony solutions among Japanese retailers.

Features of the Global Cloud Telephony for Retail Market

Market Size Estimates: Cloud telephony for retail market size estimation in terms of value ($B).

Trend and Forecast Analysis: Market trends (2019 to 2024) and forecast (2025 to 2031) by various segments and regions.

Segmentation Analysis: Cloud telephony for retail market size by type, application, and region in terms of value ($B).

Regional Analysis: Cloud telephony for retail market breakdown by North America, Europe, Asia Pacific, and Rest of the World.

Growth Opportunities: Analysis of growth opportunities in different types, applications, and regions of the cloud telephony for retail market.

Strategic Analysis: This includes M&A, new product development, and competitive landscape of the cloud telephony for retail market.

Analysis of competitive intensity of the industry based on Porter's Five Forces model.

If you are looking to expand your business in this market or adjacent markets, then contact us. We have done hundreds of strategic consulting projects in market entry, opportunity screening, due diligence, supply chain analysis, M & A, and more.

This report answers following 11 key questions:

• Q.1. What are some of the most promising, high-growth opportunities of the cloud telephony for retail market by type (unlimited cloud telephony and metered cloud telephony), application (small & medium business and large enterprise), and region (North America, Europe, Asia Pacific, and the Rest of the World)?
• Q.2. Which segments will grow at a faster pace and why?
• Q.3. Which region will grow at a faster pace and why?
• Q.4. What are the key factors affecting market dynamics? What are the key challenges and business risks in this market?
• Q.5. What are the business risks and competitive threats in this market?
• Q.6. What are the emerging trends in this market and the reasons behind them?
• Q.7. What are some of the changing demands of customers in the market?
• Q.8. What are the new developments in the market? Which companies are leading these developments?
• Q.9. Who are the major players in this market? What strategic initiatives are key players pursuing for business growth?
• Q.10. What are some of the competing products in this market and how big of a threat do they pose for loss of market share by material or product substitution?
• Q.11. What M&A activity has occurred in the last 5 years and what has its impact been on the industry?

Table of Contents

1. Executive Summary

2. Global Cloud Telephony for Retail Market : Market Dynamics

• 2.1: Introduction, Background, and Classifications
• 2.2: Supply Chain
• 2.3: Industry Drivers and Challenges

3. Market Trends and Forecast Analysis from 2019 to 2031

• 3.1. Macroeconomic Trends (2019-2024) and Forecast (2025-2031)
• 3.2. Global Cloud Telephony for Retail Market Trends (2019-2024) and Forecast (2025-2031)
• 3.3: Global Cloud Telephony for Retail Market by Type
  • 3.3.1: Unlimited Cloud Telephony
  • 3.3.2: Metered Cloud Telephony
• 3.4: Global Cloud Telephony for Retail Market by Application
  • 3.4.1: Small & Medium Business
  • 3.4.2: Large Enterprise

4. Market Trends and Forecast Analysis by Region from 2019 to 2031

• 4.1: Global Cloud Telephony for Retail Market by Region
• 4.2: North American Cloud Telephony for Retail Market
  • 4.2.1: North American Market by Type: Unlimited Cloud Telephony and Metered Cloud Telephony
  • 4.2.2: North American Market by Application: Small & Medium Business and Large Enterprise
• 4.3: European Cloud Telephony for Retail Market
  • 4.3.1: European Market by Type: Unlimited Cloud Telephony and Metered Cloud Telephony
  • 4.3.2: European Market by Application: Small & Medium Business and Large Enterprise
• 4.4: APAC Cloud Telephony for Retail Market
  • 4.4.1: APAC Market by Type: Unlimited Cloud Telephony and Metered Cloud Telephony
  • 4.4.2: APAC Market by Application: Small & Medium Business and Large Enterprise
• 4.5: ROW Cloud Telephony for Retail Market
  • 4.5.1: ROW Market by Type: Unlimited Cloud Telephony and Metered Cloud Telephony
  • 4.5.2: ROW Market by Application: Small & Medium Business and Large Enterprise

5. Competitor Analysis

• 5.1: Product Portfolio Analysis
• 5.2: Operational Integration
• 5.3: Porter's Five Forces Analysis

6. Growth Opportunities and Strategic Analysis

• 6.1: Growth Opportunity Analysis
  • 6.1.1: Growth Opportunities of the Global Cloud Telephony for Retail Market by Type
  • 6.1.2: Growth Opportunities of the Global Cloud Telephony for Retail Market by Application
  • 6.1.3: Growth Opportunities of the Global Cloud Telephony for Retail Market by Region
• 6.2: Emerging Trends in the Global Cloud Telephony for Retail Market
• 6.3: Strategic Analysis
  • 6.3.1: New Product Development
  • 6.3.2: Capacity Expansion of the Global Cloud Telephony for Retail Market
  • 6.3.3: Mergers, Acquisitions, and Joint Ventures in the Global Cloud Telephony for Retail Market
  • 6.3.4: Certification and Licensing

7. Company Profiles of Leading Players

• 7.1: NFON
• 7.2: RingCentral
• 7.3: Cisco
• 7.4: Mitel Networks
• 7.5: Avaya
• 7.6: 8x8
• 7.7: Enreach
• 7.8: Destiny NV
• 7.9: Twilio
• 7.10: 3CX