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市场调查报告书
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1640382

零售业的 UCaaS：市场占有率分析、产业趋势与统计、成长预测（2025-2030 年）

UCaaS In Retail - Market Share Analysis, Industry Trends & Statistics, Growth Forecasts (2025 - 2030)
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 市场规模预计在 2025 年达到 177.6 亿美元，到 2030 年将达到 470.9 亿美元，预测期内（2025-2030 年）的复合年增长率为 21.54%。

零售市场中的 UCaaS-IMG1

主要亮点

  • 整合通讯(UC) 解决方案使零售商能够提供丰富的协作平台和无缝、智慧的互动方式。
  • 分散的沟通结构使得零售商难以实现其业务目标和维持强大的品牌影响力。统一通讯即服务 (UCaaS) 可协助零售员工进行内部协作并与客户和潜在客户更有效率、更盈利互动。
  • 透过结合语音、通讯、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。此次合作确保了更统一的讯息，实现了随时随地的营运、清晰的品牌推广和更高的生产力。
  • BYOD 和其他行动解决方案的兴起正在推动 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推动所调查市场的成长。
  • 阻碍市场成长的因素是需要提高对这项技术的认识。 《零售週刊》进行的一项调查发现，超过 69% 的零售商不知道整合通讯(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，许多零售企业在看到诸多好处后，已转向使用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，无论他们是本地的还是异地的，提供急需的协作方式，并且现在可以进行更具建设性的沟通。

零售 UCaaS 市场的趋势

越来越多的中小型产业推动市场

  • 中小型企业 (SMB) 对云端运算的依赖越来越大，预计这种依赖程度还会持续增加。 UCaaS 主要透过云端基础的模型交付，已成为中小型企业的理想解决方案。
  • 这些解决方案将即时、整合的语音和协作功能与针对中小型企业的灵活、可扩展的交付模式相结合。对于中小型企业来说，UCaaS 的主要好处是节省成本，而不是对业务的影响。
  • 然而，与大型企业相比，中小企业在采用 UCaaS 方面仍有一些工作要做。许多中小型企业尚未迁移到 UCaaS 的主要原因之一是他们依赖 Google Workplace 或 Microsoft 365 等办公室生产力套件来满足其沟通和协作需求。
  • 整合通讯(UC) 解决方案可让中小型企业将多个软体整合到一个平台上，从而降低开支并提高整体效率。您可以将跨业务功能的应用程式统一到单一、高效的平台上，用于进行文字、语音和视讯通信，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的管治和合规义务。然而，当这些公司采用整合通讯解决方案时，满足这些法律标准就成为解决方案提供者的工作，从而释放公司的资源以用于更有用的工作。

北美占主要份额

  • 该地区有许多实体店，它们越来越多地提供线上购买、店内取货（BOPIS）、店内退货（BORIS）的灵活性。这导致退货核准、库存查询、安装和客製化等附加价值服务的预订量增加。
  • 该地区强劲的零售业为市场提供了巨大的成长机会。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 的数据）。
  • 此外，根据美国零售联合会 (NRF) 的数据，预计 2023 年零售额将成长 4% 至 6%。 NRF预测，2023年零售额将达到5.13兆美元至5.23兆美元之间。由于 UCaaS 正在成为零售业的重要经营模式，这些日益增长的趋势为市场带来了有利的前景。
  • 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，并希望改善员工之间的协作和沟通，为客户提供无缝服务。该地区的公司正在透过提供创新解决方案进一步推动 UCaaS 的发展。
  • 例如，亚马逊美国公司发布了云端基础的UCaaS（託管在亚马逊网路服务云端）。它为企业提供视讯会议服务，可在桌上型电脑和行动电话上运行。先导计画已在零售商 Brooks Brothers 商店推出。由于零售业对 UCaaS 的需求预计将呈指数级增长，其他零售商也可能会将 Chime 引入他们的商店。

零售业的 UCaaS 概述

零售 UCaaS 市场竞争适中。该市场参与者积极参与策略创新、协作和扩张努力，以提供能够有效应对日益激烈的竞争的永续解决方案。

2023 年 2 月，RingCentral 发布重要公告，宣布延长与 Avaya 的策略伙伴关係关係。根据协议，Avaya Cloud Office by RingCentral（ACO）将继续作为 Avaya 独家的多租户 UCaaS 解决方案提供给客户。多年期伙伴关係的延长包括改善最低席位承诺和奖励机制，旨在鼓励客户过渡到 ACO 平台。

2022 年 3 月，8x8 推出了 8x8 Conversation IQ，对公司的产品进行了重大改进。此次服务的扩展为 8x8 云端通讯平台的所有用户提供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 个月的分析师支持

目录

第 1 章 简介

  • 研究假设和市场定义
  • 研究范围

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
  • 市场驱动因素与限制因素简介
  • 市场驱动因素
    • 越来越多地采用 IP 应用程式来增强客户体验和店内业务
    • 对行动性和 BYOD 的需求不断增加
    • 中小企业的需求
  • 市场限制
    • 由于商店基础设施限制，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
    • 购买者/消费者的议价能力
    • 供应商的议价能力
    • 替代品的威胁
    • 竞争对手之间的竞争

第五章 技术简介

第六章 市场细分

  • 按地区
    • 北美洲
      • 美国
      • 加拿大
    • 欧洲
      • 英国
      • 德国
      • 法国
      • 义大利
    • 亚洲
      • 中国
      • 印度
      • 日本
      • 澳洲和纽西兰

第七章 竞争格局

  • 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 市场机会与未来趋势

简介目录
Product Code: 52188

The UCaaS In Retail Market size is estimated at USD 17.76 billion in 2025, and is expected to reach USD 47.09 billion by 2030, at a CAGR of 21.54% during the forecast period (2025-2030).

UCaaS In Retail - Market - IMG1

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.

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
    • 6.1.3 Asia
      • 6.1.3.1 China
      • 6.1.3.2 India
      • 6.1.3.3 Japan
      • 6.1.3.4 Australia and New Zealand

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