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市场调查报告书

商品编码

1566157

客服中心软体市场规模、份额、成长分析，按组件、按部署类型、按组织规模、按行业、按地区 - 行业预测，2024-2031 年

Contact Center Software Market Size, Share, Growth Analysis, By Component, By Deployment Mode, By Organization Size (Large Enterprises, Small and Medium-Sized Enterprises ), By Vertical, By Region - Industry Forecast 2024-2031

出版日期: 2024年10月03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

2022年全球客服中心软体市场规模预计为330.1亿美元，从2023年的419.3亿美元成长到2031年的1949.7亿美元，在预测期内（2024-2031年）预计将以复合年增长率增长。 %。

由于机器学习、人工智慧、云端运算和预测分析等新技术的集成，美国客服中心软体市场预计将出现强劲成长，这将显着增强服务台业务。随着消费者越来越意识到自己的权利和服务，我们发现各行业的客户咨询量增加，特别是消费品、零售、医疗保健和 BFSI。企业越来越重视客户服务，并增加对客服中心解决方案的投资，以改善客户体验和服务满意度。此分析重点介绍了市场中正在改变服务互动的主要参与者，包括 NICE CXone、Genesys Cloud CX、3CX 和 Five9 Inc。技术进步促进了多管道沟通，使客户能够透过电话、视讯、电子邮件和社交媒体与企业互动。全通路解决方案变得至关重要。例如，Capital One 推出的 Amazon Connect 表示公司正在利用云端基础的技术来简化客户互动。透过无缝服务交付培养客户忠诚度在竞争加剧的情况下，对复杂客服中心软体的需求预计将稳步增长，并在未来的预测期内保持永续年增长率。随着企业努力满足不断增长的客户期望，不断变化的格局显示了客服中心解决方案的光明前景。

市场概况
解决方案
- 全渠道路由
- 数位频道
- 智慧路由
- 互动式语音应答 (IVR)
- 自动呼叫分配设备（ACD）
- 拨号器
- 虚拟代理
- 员工敬业度管理
- 劳动力优化
- 通话录音和品管
- 游戏化
- 报告与分析
- 历史和客製化报告
- 音讯和文字分析
- 即时分析和仪表板
- 客户参与管理
- IVR 和进阶聊天
- 自助服务自动化
- 客户调查
- 其他解决方案
服务
- 咨询
- 实施与整合
- 培训、支援和维护

客服中心软体市场：依部署模式

市场概况
本地
云

客服中心软体市场：依组织规模

市场概况
大公司
小型企业

客服中心软体市场：依行业分类

市场概况
BFSI
通讯
医疗保健和生命科学
资讯科技与资讯科技服务
製造业
零售/消费品
政府和公共部门
能源/公共产业
其他行业

客服中心软体市场规模：按地区

市场概况
北美洲
- 美国
- 加拿大
欧洲
- 德国
- 西班牙
- 法国
- 英国
- 义大利
- 其他欧洲国家地区
亚太地区
- 中国
- 印度
- 日本
- 韩国
- 其他亚太地区
拉丁美洲
- 巴西
- 其他拉丁美洲地区
中东和非洲 (MEA)
- 海湾合作委员会国家
- 南非
- 其他中东/非洲地区

竞争格局

前5名企业对比
主要企业市场定位（2023年）
主要市场参与者所采取的策略
近期市集活动
主要企业市场占有率（2023年）

主要企业简介

Genesys
Nice
IBM
AWS
Five9
Twilio
Transsion
Cisco
BT Group
Verizon
Avaya
Ericsson
8X8
Talkdesk
Alcatel-Lucent Enterprise
Sinch
Oracle
Ringcentral
Content Guru
Alvaria
Enghouse Systems Ltd.
3Clogic Inc
Ameyo
NEC Corporation
Vocalcom
Evolve IP
UJET
Amtelco
Avoxi
VCC Live
Glia Technologies
Bright Pattern
Computertalk
C-Zentrix

简介目录

Product Code: SQMIG45A2061

Global Contact Center Software Market size was valued at USD 33.01 billion in 2022 and is poised to grow from USD 41.93 billion in 2023 to USD 194.97 billion by 2031, growing at a CAGR of 21.18% during the forecast period (2024-2031).

The US Contact Center Software Market is set for robust growth, driven by the integration of emerging technologies such as machine learning, artificial intelligence, cloud computing, and predictive analytics, which significantly enhance help desk operations. As consumer awareness concerning rights and services rises, customer inquiries across various sectors-particularly consumer goods, retail, healthcare, and BFSI-are on the upswing. Companies are increasingly prioritizing customer service, leading to greater investment in contact center solutions to elevate customer experience and service satisfaction. This analysis highlights key players in the market, including NICE CXone, Genesys Cloud CX, 3CX, and Five9 Inc., whose offerings are transforming service interactions. Technological advancements have facilitated multi-channel communication, allowing customers to engage with businesses via phone, video, email, and social media. Omni-channel solutions are becoming essential; for example, Capital One's implementation of Amazon Connect showcases how businesses are leveraging cloud-based technologies to streamline client interactions. With intensifying competition to foster customer loyalty through seamless service delivery, the demand for sophisticated contact center software is projected to grow steadily, ensuring a sustainable compound annual growth rate (CAGR) in the upcoming forecast period. The evolving landscape indicates a promising future for contact center solutions as organizations strive to meet the growing expectations of their clients.

Top-down and bottom-up approaches were used to estimate and validate the size of the Global Contact Center Software 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 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.

Global Contact Center Software Market Segmental Analysis

Global Contact Center Software Market is segmented by Component, Deployment Mode, Organization Size, Vertical, and Region. Based on Component, the market is segmented into Solutions (Omnichannel Routing, Digital Channels, Intelligent Routing, Interactive Voice Response (IVR), Automatic Call Distributors (ACD), Dialers, Virtual Agents), Workforce Engagement Management (Workforce Optimization, Call Recording and Quality Management, Gamification), Reporting and Analytics (Historical and Customized Reports, Speech and Text Analytics, Real-Time Analytics and Dashboard), Customer Engagement Management (IVR and Advanced Chat, Self-Service Automation, Customer Surveys), Other Solutions), Services (Consulting, Implementation & Integration, Training, Support & Maintenance). Based on Deployment Mode, the market is segmented into On-Premises, Cloud. Based on Organization Size, the market is segmented into Large Enterprises, Small and Medium-Sized Enterprises (SMEs). Based on Vertical, the market is segmented into BFSI, Telecommunications, Healthcare & Life Sciences, IT & ITES, Manufacturing, Retail & Consumer Goods, Government & Public Sector, Energy & Utilities, Other Verticals. Based on region, the market is segmented into North America, Europe, Asia Pacific, Latin America and Middle East & Africa.

Driver of the Global Contact Center Software Market

The rising demand for automating customer care services is a pivotal driver of the Global Contact Center Software market. As businesses prioritize building and maintaining robust customer relationships, contact center executives are increasingly leveraging automation tools to enhance efficiency and effectiveness. This shift enables companies to allocate less time to routine inquiries and more time to addressing intricate problems, thereby fostering brand loyalty and encouraging customer retention. By streamlining processes and optimizing human resources, organizations are not only improving their service delivery but also enhancing their ability to attract new customers, ultimately fueling growth in the contact center software sector.

Restraints in the Global Contact Center Software Market

The Global Contact Center Software market faces significant restraints due to low First Call Resolution (FCR) rates and high Average Speed of Answer (ASA) metrics, which negatively impact customer and agent satisfaction. These inefficiencies lead to elevated abandonment rates and prolonged handle times, further escalating operational costs for contact centers. Despite concerted efforts from software providers to enhance responsiveness and resolve client inquiries efficiently, the persistent gap between attended calls and questions resolved on the first attempt remains a critical issue. The struggle to meet key performance indicators (KPIs) undermines overall service quality and can deter investment in advanced contact center solutions.

Market Trends of the Global Contact Center Software Market

The Global Contact Center Software market is witnessing a significant transformation driven by the retail sector's shift to omnichannel strategies, largely influenced by the rise of e-commerce. With over 70% of consumers open to online purchases and an increasing preference for seamless, integrated shopping experiences, contact centers are evolving from traditional, single-channel operations to sophisticated, omnichannel support systems. This trend presents lucrative opportunities for contact center software providers to innovate and enhance customer interactions. Countries like the United Kingdom are poised for rapid growth in omnichannel sales, solidifying the contact center's role in delivering personalized service and fostering customer loyalty in a competitive market landscape.

Introduction

Objectives of the Study
Definitions
Market Scope

Research Methodology

Information Procurement
Secondary & Primary Data Sources
Market Size Estimation
Market Assumptions & Limitations

Executive Summary

Market Overview Outlook
Supply Demand Trend Analysis
Segmental Opportunity Analysis

Market Dynamics & Outlook

Market Dynamics
- Drivers
- Opportunities
- Restraints
- Challenges
Porters Analysis
- Competitive rivalry
- Threat of Substitute Products
- Bargaining Power of Buyers
- Threat of New Entrants
- Bargaining Power of Suppliers

Key Market Insights

Key Success Factor
Degree of Competition
Top Investment Pockets
Ecosystem of the Market
Case Study Analysis
Supply Chain Analysis
Technology Analysis
Pricing Analysis
Patent Analysis
Regulatory Landscape
Customer & Buying Criteria Analysis

Contact Center Software Market, By Component

Market Overview
Solutions
- Omnichannel Routing
- Digital Channels
- Intelligent Routing
- Interactive Voice Response (IVR)
- Automatic Call Distributors (ACD)
- Dialers
- Virtual Agents
- Workforce Engagement Management
- Workforce Optimization
- Call Recording And Quality Management
- Gamification
- Reporting And Analytics
- Historical And Customized Reports
- Speech And Text Analytics
- Real-Time Analytics And Dashboard
- Customer Engagement Management
- IVR And Advanced Chat
- Self-Service Automation
- Customer Surveys
- Other Solutions
Services
- Consulting
- Implementation & Integration
- Training, Support & Maintenance

Contact Center Software Market, By Deployment Mode

Market Overview
On-Premises
Cloud

Contact Center Software Market, By Organization Size

Market Overview
Large Enterprises
Small And Medium-Sized Enterprises (SMEs)

Contact Center Software Market, By Vertical

Market Overview
BFSI
Telecommunications
Healthcare & Life Sciences
IT & ITES
Manufacturing
Retail & Consumer Goods
Government & Public Sector
Energy & Utilities
Other Verticals

Contact Center Software Market Size by Region

Market Overview
North America
- USA
- Canada
Europe
- Germany
- Spain
- France
- UK
- Italy
- Rest of Europe
Asia Pacific
- China
- India
- Japan
- South Korea
- Rest of Asia-Pacific
Latin America
- Brazil
- Rest of Latin America
Middle East & Africa (MEA)
- GCC Countries
- South Africa
- Rest of MEA

Competitive Landscape

Top 5 Player Comparison
Market Positioning of Key Players, 2023
Strategies Adopted by Key Market Players
Recent Activities in the Market
Key Companies Market Share (%), 2023

Key Company Profiles

Genesys
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Nice
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
IBM
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
AWS
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Five9
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Twilio
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Transsion
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Cisco
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
BT Group
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Verizon
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Avaya
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Ericsson
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
8X8
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Talkdesk
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Alcatel-Lucent Enterprise
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Sinch
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Oracle
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Ringcentral
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Content Guru
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Alvaria
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Enghouse Systems Ltd.
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
3Clogic Inc
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Ameyo
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
NEC Corporation
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Vocalcom
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Evolve IP
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
UJET
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Amtelco
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Avoxi
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
VCC Live
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Glia Technologies
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Bright Pattern
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
Computertalk
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments
C-Zentrix
- Company Overview
- Business Segment Overview
- Financial Updates
- Key Developments