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市场调查报告书
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1403860

零售业 UCaaS：市场占有率分析、产业趋势与统计、2024-2029 年成长预测

UCaaS In Retail - Market Share Analysis, Industry Trends & Statistics, Growth Forecasts 2024 - 2029
出版日期: | 出版商: Mordor Intelligence | 英文 100 Pages | 商品交期: 2-3个工作天内

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简介目录

零售业 UCaaS 市场规模预计到 2024 年为 146.1 亿美元，预计到 2029 年将达到 387.5 亿美元，在预测期内（2024-2029 年）复合年增长率为 21.54%。

零售市场中的 UCaaS-IMG1

主要亮点

  • 统一通讯 (UC) 解决方案为零售商提供了丰富的协作平台和无缝、智慧的互动方式。
  • 分散的沟通结构使零售商难以实现其业务目标并保持强大的品牌影响力。统一通讯即服务(UCaaS) 使零售员工能够更有效率、更盈利进行内部协作并与客户和潜在客户互动。
  • 透过整合语音、讯息、视讯和行动技术，零售商可以为团​​队成员和客户创造更好的体验。这种合作确保了更统一的讯息，从而实现行动营运、品牌清晰度和提高生产力。
  • BYOD 和其他行动解决方案的普及正在推动 UCaaS 解决方案的采用。此外，越来越多地采用 IP 应用程式来增强客户体验和店内业务也有望促进所研究市场的成长。
  • 阻碍市场成长的是需要提高对该技术的认识。 《Retail Week》进行的一项调查显示，超过 69% 的零售商不知道统一通讯 (UC) 解决方案，其中 38% 的零售商表示他们需要了解实施 UC 的好处。
  • 自疫情爆发以来，许多零售公司在目睹了众多好处后，纷纷转向远端和混合员工来执行服务和支援业务。 UCaaS 让这些公司与更多的支援负责人业务，无论他们是在本地还是异地，提供急需的协作方法，并且现在可以进行更具建设性的沟通。

零售业UCaaS市场趋势

中小企业增加带动市场

  • 中小型企业 (SMB) 越来越依赖云，并且预计这种程度将继续增加。 UCaaS 已成为中小型企业的理想解决方案，主要是在云端基础的模式中提供。
  • 这些解决方案将即时、整合的语音和协作功能与灵活且可扩展的交付模型相结合，使其适合中小型企业。 UCaaS 对中小型企业的主要好处是节省成本，而不是业务影响。
  • 然而，与大型企业相比，中小企业在 UCaaS 的采用方面仍需迎头赶上。许多小型企业尚未转向 UCaaS 的主要原因之一是他们依赖 Google Workplace 和 Microsoft 365 等办公室生产力套件来满足通讯和协作需求。
  • 统一通讯 (UC) 解决方案可让中小型企业将多个软体整合到一个平台中，从而降低成本并提高整体效率。您可以将跨业务功能的应用程式整合到一个高效的文字、语音和视讯通讯平台中，并可在任何地方、任何装置上使用。
  • 此外，无论法规和政策如何，许多小型企业都必须花费大量时间和金钱来遵守地方政府管治和合规义务。但是，当这些公司采用统一通讯解决方案时，满足这些法律标准就成为解决方案提供者的工作，从而释放公司资源以用于更有用的工作。
零售市场中的 UCaaS-IMG2

北美占主要份额

  • 该地区有许多实体店，越来越多地提供线上购买、店内取货 (BOPIS) 和店内退货 (BORIS) 的弹性。这导致退货核准、库存查询以及安装和客製化等附加价值服务的查询量增加。
  • 该地区强劲的零售业为市场带来了巨大的成长机会。例如，零售业是美国最大的私人雇主，每年为 GDP 贡献 3.9 兆美元（根据 NRF）。
  • 此外，根据美国零售联合会 (NRF) 的数据，2023 年零售预计将成长 4% 至 6%。 NRF预测，2023年零售额将达到5.13兆美元至5.23兆美元。这些成长趋势为市场创造了有利的前景，因为 UCaaS 正在成为零售企业的重要商业模式。
  • 此外，该地区的零售商正在努力满足日益数位化的客户群的期望和需求，需要改善员工之间的协调和沟通，以便为客户提供无缝服务。我就是。该地区的公司正在透过提供创新解决方案进一步推进 UCaaS。
  • 例如，Amazon USA 发布了 Chime，这是託管在 Amazon Web Services 云端中的云端基础的UCaaS。它为企业提供视讯会议服务，可在桌面和行动电话上运行。作为试点计划，该项目在零售商 Brooks Brothers 商店中实施。由于零售业对 UCaaS 的需求预计将呈指数级增长，我们预计其他零售商也将在其商店中实施 Chime。

零售业UCaaS概述

零售统一通讯即服务（UCaaS）市场显示出适度的竞争力。该市场内的公司正在积极参与策略创新、合作和扩张工作，以提供永续的解决方案，有效应对日益激烈的竞争。

2023 年 2 月，RingCentral 发布了关于延长与 Avaya 策略伙伴关係的重要公告。根据该协议，Avaya Cloud Office by RingCentral (ACO) 将继续作为 Avaya 的独家多租户 UCaaS 解决方案向客户提供。这项多年合作伙伴关係扩展包括对最低席位承诺和奖励结构的改进，旨在加速客户迁移到 ACO 平台。

2022 年 3 月，8x8 推出了 8x8 Conversation IQ，对公司产品进行了重大增强。此次服务扩展为 8x8 云端通讯平台的所有用户带来了正式的客服中心功能，包括品管和语音分析。

其他福利

  • Excel 格式的市场预测 (ME) 表
  • 3 个月分析师支持

目录

第一章简介

  • 研究假设和市场定义
  • 调查范围

第二章调查方法

第三章执行摘要

第四章市场动态

  • 市场概况
  • 市场促进与市场抑制因素介绍
  • 市场驱动因素
    • 更多采用 IP 应用程式以增强客户体验和店内业务
    • 对行动性和 BYOD 的需求不断增长
    • 中小企业需求
  • 市场抑制因素
    • 由于商店基础设施的限制，将现有系统整合到云端中
  • 产业吸引力－波特五力分析
    • 新进入者的威胁
    • 买家/消费者的议价能力
    • 供应商的议价能力
    • 替代品的威胁
    • 竞争公司之间的敌对关係

第五章技术概况

第六章市场区隔

  • 地区
    • 北美洲
      • 美国
      • 加拿大
    • 欧洲
      • 英国
      • 德国
      • 法国
      • 义大利
      • 其他欧洲国家
    • 亚太地区
      • 中国
      • 印度
      • 日本
      • 其他亚太地区
    • 世界其他地区

第七章竞争形势

  • 公司简介
    • RingCentral Inc.
    • 8X8 Inc.
    • Verizon Communications Inc.
    • Mitel Networks Corporation
    • Comcast Corporation
    • Vonage Holdins Inc.
    • West Corporation
    • Star2Star Communications LLC
    • DXC Technology Company
    • Tieto Oyj
    • IBM Corporation
    • Alcatel-Lucent USA Inc.
    • Cisco Systems Inc.

第八章投资分析

第九章 市场机会及未来趋势

简介目录
Product Code: 52188
UCaaS In Retail - Market - IMG1

The UCaaS In Retail Market size is estimated at USD 14.61 billion in 2024, and is expected to reach USD 38.75 billion by 2029, growing at a CAGR of 21.54% during the forecast period (2024-2029).

Key Highlights

  • Unified communication (UC) solutions enable retailers to provide a rich platform for collaboration and a smarter way to interact seamlessly, converging physical experiences with virtual ones while reducing costs and enabling flexible expansions across the enterprise.
  • A fragmented communications structure can make it difficult for retailers to reach their business goals and maintain a strong brand presence. Unified Communications-as-a-Service (UCaaS) ensures that retail employees collaborate internally and coordinate more efficient and profitable interactions with the public and potential customers.
  • By incorporating voice, messaging, and video and mobile technology, retailers can create an improved experience for both team members and customers. This collaboration secures a more unified message that allows for on-the-go operations, increased brand clarity, and enhanced productivity.
  • The growing adoption of BYOD and other mobility solutions has been aiding the adoption of UCaaS solutions. Moreover, the growing adoption of IP applications to enhance customer experience and in-store operations is also expected to boost the growth of the market studied.
  • The need for more awareness of the technology is hindering the growth of the market. In one of the surveys done by Retail Week, it was figured out that more than 69% of retailers were not aware of Unified Communication Solutions, and 38% of them said that they needed to learn the benefits of implementing the same.
  • Since the start of the pandemic, many retailers have relied on remote or hybrid workers to perform service and support tasks after witnessing a multitude of benefits. UCaaS has made it possible for these businesses to operate with more support agents, whether reps are local or off-site, allowing for a much-needed coordinated approach and more constructive communication.

UCaaS In Retail Market Trends

Increasing Small- and Medium-scale Industries to Drive the Market

  • The dependency of small and medium-sized businesses (SMBs) on the cloud is proliferating and is expected to increase in the future. UCaaS has emerged as an ideal solution for SMBs, mainly when delivered in a cloud-based model.
  • These solutions combine real-time, integrated voice and collaboration capabilities, along with a flexible and scalable delivery model, making them well suited for SMBs. The primary benefit of UCaaS for SMBs is more about reducing costs than having an impact on business.
  • However, compared to large companies, SMBs still need to catch up in their adoption of UCaaS. One key reason many SMBs haven't transitioned to UCaaS is a reliance on their office productivity suite-Google Workplace or Microsoft 365, for instance-for their communications and collaboration needs.
  • With unified communication solutions, SMBs are able to integrate multiple software into a single platform, making it possible for them to reduce expenses and increase overall efficiency. Applications across business functions can converge into a single effective platform for text, voice, and video communications, available from anywhere, using any device.
  • Moreover, many SMBs are required to spend a significant amount of time and money conforming to their local government's governance and compliance obligations, whether regarding regulations or company policy. However, when these businesses employ unified communication solutions, it becomes the solution provider's job to meet these legal standards, freeing up corporate resources for more useful tasks.
UCaaS In Retail - Market - IMG2

North America to Hold Major Share

  • The region has many brick-and-mortar stores, which are increasingly offering buy online and pickup in-store (BOPIS), return in-store (BORIS) flexibility. This is driving more calls for return merchandise authorizations, inventory inquiries, and appointments for value-added services, like installations and customizations.
  • The strong retail sector in the region provides significant growth opportunities to the market. For instance, retail is the largest private-sector employer in the United States, contributing USD 3.9 trillion to the annual GDP (as per NRF).
  • Moreover, as per the National Retail Federation (NRF), retail sales are expected to grow between 4% and 6% in 2023. In total, NRF forecasts that retail sales will reach between USD 5.13 trillion and USD 5.23 trillion in 2023. With UCaaS becoming an essential business model in the retail sector, such growth trends create a favorable scenario for the market.
  • Further, the retailers in the region are scrambling to meet the expectations and demands of an increasingly digital customer base, asking for better cooperation and communication between the staff to provide seamless services to the customers. The companies in the region are further promoting UCaaS by providing innovative solutions.
  • For instance, Amazon USA has released Chime, a cloud-based UCaaS hosted in Amazon Web Service's cloud. It provides video conferencing service to enterprises and works on both desktop & mobile phones. It was deployed in retailer Brooks Brothers' stores as a pilot project. Other retailers are expected to incorporate Chime in their stores, as the demand for UCaas in retail is expected to rise dramatically.

UCaaS In Retail Industry Overview

The unified communications-as-a-service (UCaaS) market in the retail sector demonstrates a moderate level of competitiveness. Companies within this market are actively engaged in strategic innovation, collaborative efforts, and expansion endeavors to offer sustainable solutions that can effectively contend with the intensifying competition.

In February 2023, RingCentral made a significant announcement regarding its extended strategic partnership with Avaya. Under this agreement, Avaya Cloud Office by RingCentral (ACO) continues to serve as Avaya's exclusive multi-tenanted UCaaS solution for its customers. This extension of their multi-year partnership involves minimum seat commitments and an improved incentive structure aimed at expediting the migration of customers to the ACO platform.

In March 2022, 8x8 introduced an important enhancement to its offerings by unveiling 8x8 Conversation IQ. This extension of their services brings formal contact center capabilities, including quality management and speech analytics, to all users of the 8x8 cloud communications platform.

Additional Benefits:

  • The market estimate (ME) sheet in Excel format
  • 3 months of analyst support

TABLE OF CONTENTS

1 INTRODUCTION

  • 1.1 Study Assumptions and Market Definition
  • 1.2 Scope of the Study

2 RESEARCH METHODOLOGY

3 EXECUTIVE SUMMARY

4 MARKET DYNAMICS

  • 4.1 Market Overview
  • 4.2 Introduction to Market Drivers and Restraints
  • 4.3 Market Drivers
    • 4.3.1 Growing Adoption of IP applications to Enhance Customer Experience and In-store Operations
    • 4.3.2 The Increased Demand for Mobility and BYOD
    • 4.3.3 Demand from Small- and Medium-sized Businesses
  • 4.4 Market Restraints
    • 4.4.1 Integration Existing System To Cloud Due To Limited To Store Infrastructures
  • 4.5 Industry Attractiveness - Porter's Five Forces Analysis
    • 4.5.1 Threat of New Entrants
    • 4.5.2 Bargaining Power of Buyers/Consumers
    • 4.5.3 Bargaining Power of Suppliers
    • 4.5.4 Threat of Substitute Products
    • 4.5.5 Intensity of Competitive Rivalry

5 TECHNOLOGY SNAPSHOT

6 MARKET SEGMENTATION

  • 6.1 Geography
    • 6.1.1 North America
      • 6.1.1.1 United States
      • 6.1.1.2 Canada
    • 6.1.2 Europe
      • 6.1.2.1 United Kingdom
      • 6.1.2.2 Germany
      • 6.1.2.3 France
      • 6.1.2.4 Italy
      • 6.1.2.5 Rest of Europe
    • 6.1.3 Asia-Pacific
      • 6.1.3.1 China
      • 6.1.3.2 India
      • 6.1.3.3 Japan
      • 6.1.3.4 Rest of Asia-Pacific
    • 6.1.4 Rest of World

7 COMPETITIVE LANDSCAPE

  • 7.1 Company Profiles
    • 7.1.1 RingCentral Inc.
    • 7.1.2 8X8 Inc.
    • 7.1.3 Verizon Communications Inc.
    • 7.1.4 Mitel Networks Corporation
    • 7.1.5 Comcast Corporation
    • 7.1.6 Vonage Holdins Inc.
    • 7.1.7 West Corporation
    • 7.1.8 Star2Star Communications LLC
    • 7.1.9 DXC Technology Company
    • 7.1.10 Tieto Oyj
    • 7.1.11 IBM Corporation
    • 7.1.12 Alcatel-Lucent USA Inc.
    • 7.1.13 Cisco Systems Inc.

8 INVESTMENT ANALYSIS

9 MARKET OPPORTUNITIES AND FUTURE TRENDS