CCaaS（联络中心即服务）按职能、公司规模和行业划分的全球市场规模、份额和增长分析 - 行业预测 (2023-2030)

Global Contact Center As A Service Market Size, Share, Growth Analysis, By Function(Interactive Voice Response, Multichannel), By Enterprise Size, By Industry - Industry Forecast 2023-2030

出版日期: 2023年04月02日 | 出版商:

SkyQuest | 英文 157 Pages | 商品交期: 3-5个工作天内

价格

简介目录

到 2030 年，全球 CCaaS（联络中心即服务）市场规模将从 2022 年的 44.3 亿美元达到 171.2 亿美元，预测期内（2023-2030 年）的复合年增长率预计将增长 19.1%。

本报告研究和分析全球 CCaaS（联络中心即服务）市场，提供市场动态和前景、细分市场分析、公司概况等。

内容

执行摘要

调查方法

母市场分析

主要市场考虑因素

技术分析
价格分析
供应链分析
价值链分析
市场生态系统
知识产权分析
贸易分析
启动分析
原材料分析
创新矩阵
管道产品分析
宏观经济指标
主要投资分析
关键成功因素
争用程度

市场动态与展望

市场动态
驱动程序
机会
制约因素
任务
监管情况
波特五力分析
对未来混乱的特殊考虑

全球 CCaaS（联络中心即服务）市场：按功能分类

市场概况
交互式语音应答 (IVR)
多渠道
自动呼叫分配
计算机电话集成 (CTI)
报告
分析
劳动力优化
客户协作
其他

全球CCaaS（联络中心即服务）市场：按公司规模划分

市场概况
中小企业
大公司

按行业划分的全球 CCaaS（联络中心即服务）市场

市场概况
BFSI
IT/通信
政府
医疗
消费品/零售
旅行和招待
媒体和娱乐
其他

按地区划分的 CCaaS（联络中心即服务）全球市场规模

市场概况
北美
美国
加拿大
欧洲
德国
西班牙
法国
英国
欧洲其他地区
亚太地区
中国
印度
日本
韩国
亚太地区其他地区
拉丁美洲
巴西
其他拉丁美洲地区
中东和非洲
海湾合作委员会国家
南非
其他中东和非洲地区

竞争格局

前 5 家公司的比较
主要公司的市场定位（2021 年）
主要市场公司采用的策略
关键成功策略
最近的市场活动
主要公司的市场份额（2021 年）

主要公司简介

Genesys (US)
Avaya (US)
Five9 (US)
Talkdesk (US)
NICE inContact
Cisco Systems
Amazon Web Services (AWS)
Twilio
Vonage
RingCentral
8x8
Zendesk
Mitel Networks Corporation
Alcatel-Lucent Enterprise
Serenova
Aspect Software
Unify
Connect First
Sharpen Technologies
LivePerson

简介目录

Product Code: SQMIG45F2039

Global Contact Center As A Service (CCaaS) Market size was valued at USD 3.71 billion in 2021 and is poised to grow from USD 4.43 billion in 2022 to USD 17.12 billion by 2030, growing at a CAGR of 19.1% in the forecast period (2023-2030).

The global Contact Center as a Service (CCaaS) market refers to the industry that provides cloud-based contact center solutions to organizations. CCaaS enables businesses to outsource their contact center infrastructure and operations to a third-party service provider. It offers a range of features and functionalities, including inbound and outbound call management, interactive voice response (IVR), omnichannel support, workforce management, and analytics. CCaaS solutions are scalable, flexible, and accessible from anywhere, providing organizations with cost-effective and efficient customer service capabilities.

Top-down and bottom-up approaches were used to estimate and validate the size of the Global Contact Center As A Service (CCaaS) Market and to estimate the size of various other dependent submarkets. The research methodology used to estimate the market size includes the following details: The key players in the market were identified through secondary research, and their market shares in the respective regions were determined through primary and secondary research. This entire procedure includes the study of the annual and financial reports of the top market players and extensive interviews for key insights from industry leaders such as CEOs, VPs, directors, and marketing executives. All percentage shares split, and breakdowns were determined by using secondary sources and verified through Primary sources. All possible parameters that affect the markets covered in this research study have been accounted for, viewed in extensive detail, verified through primary research, and analyzed to get the final quantitative and qualitative data.

Segments covered in this report:

The Global Contact Center as a Service (CCaaS) Market is segmented based on Function, Enterprise Size, Industry, and Region. Based on Function Contact Center As A Service Market is categorized into Interactive Voice Response (IVR), Multichannel, Automatic Call Distribution, Computer Telephony Integration (CTI), Reporting and Analytics, Workforce Optimization, Customer Collaboration, and Others, Based on Enterprise Size Contact Center As A Service Market is categorized into Small & Medium Enterprises and Large Enterprises, Based on Industry Contact Center As A Service Market is categorized into BFSI, IT & Telecommunications, Government, Healthcare, Consumer Goods & Retail, Travel & Hospitality, Media & Entertainment, and Others. Based on the region Contact Center As A Service Market is categorized into North America, Europe, Asia-Pacific, South America, and MEA.

Driver

CCaaS eliminates the need for significant upfront investments in hardware, infrastructure, and maintenance. By leveraging cloud-based solutions, organizations can reduce IT infrastructure costs and scale their contact center operations based on demand. The pay-as-you-go model of CCaaS allows businesses to align costs with actual usage. The rise of remote and distributed workforces has accelerated the adoption of CCaaS solutions. These solutions enable agents to work from anywhere with an internet connection, ensuring business continuity and flexibility in operations. CCaaS offers remote management capabilities, real-time monitoring, and collaborative tools to support a dispersed workforce.

Restraint

Contact centers handle sensitive customer data, making data security and privacy crucial considerations. Organizations may have concerns about data protection when transitioning to cloud-based CCaaS solutions. Ensuring compliance with data protection regulations and implementing robust security measures are essential for successful CCaaS implementation.

Market Trends

CCaaS solutions are evolving to provide seamless omnichannel customer engagement across multiple communication channels, including voice, email, chat, social media, and SMS. Integration with customer service platforms and unified communication tools enables a consistent customer experience and efficient agent workflows. AI-powered capabilities, such as natural language processing (NLP), chatbots, and virtual assistants, are increasingly integrated into CCaaS solutions. These technologies automate routine interactions, provide self-service options, and assist agents with real-time information, enhancing efficiency and improving customer satisfaction.