市场调查报告书
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1530848
2030 年电信外包市场预测:按类型、服务、网路类型、部署、组织规模、最终用户和地区进行的全球分析Telecom Outsourcing Market Forecasts to 2030 - Global Analysis By Type, Service, Network Type, Deployment, Organization Size, End User and by Geography |
根据Stratistics MRC预测,2024年全球电信外包市场规模将达220.1亿美元,预计2030年将达到289.9亿美元,预测期内复合年增长率为4.7%。
委託通常在内部处理的各种通讯业务的管理外包给外部服务供应商称为电信外包。电讯可以透过外包降低营运成本并获得专业知识,使他们能够更加专注于核心业务。
根据电讯(ITU)的说法,电信外包已成为希望简化业务并专注于核心业务的公司的策略方法。根据国际电信联盟的报告,外包可以在利用专业技能和技术的同时实现有效的成本控制。
增强的客户支持
通讯业者可以透过外包客户支援和相关业务来提高服务品质和应对力。专业的外包合作伙伴配备了最新的顾客关怀技术和熟练的员工,可以有效地处理大量查询。此外,在竞争激烈的市场中,必须透过缩短解决时间、提高客户满意度和改善整体客户体验来留住和获取客户。
保持服务品质和统一性
电力电信外包领域的一个主要障碍是确保一定水准的服务品质。当外包网路管理和客户支援等关键业务时,电信公司可能会失去对服务交付的直接控制。影响客户满意度的不一致可能是由不同的绩效标准、沟通障碍和文化差异所造成的。此外,确保第三方提供者满足公司的品质标准需要强大的监控系统、明确的合约义务和持续的协作。
利用最尖端科技
电信业者为加速营运商采用 5G、人工智慧 (AI) 和物联网 (IoT) 等最尖端科技提供了巨大的机会。专业外包合作伙伴可以提供更有效部署这些技术所需的基础架构和专业知识。为了获得市场竞争优势,电信业者可以透过将网路管理外包给5G技术专家来加速5G服务的推出。此外,由第三方供应商管理的人工智慧客户支援系统可以提高客户满意度和服务效率。
供应商之间的竞争加剧
在电信外包市场,供应商之间的合约竞争正在加剧。由于竞争激烈,价格可能下降,服务提供者的利润率可能下降,这可能会影响所提供服务的品质。电讯无法仅根据成本来区分供应商,这使得很难选择在不牺牲服务品质或创新的情况下提供低价的合作伙伴。此外,市场饱和可能导致提供者整合,限制通讯业者的选择和议价能力。
COVID-19 的爆发对电力电信外包市场产生了重大影响,迫使电讯解决以前未见过的障碍,例如网路流量增加、转向远端工作以及改善数位基础设施的需求。为了有效满足这些需求,通讯业者被迫转向外包,作为快速扩展营运和维持连续性的策略必要性。然而,疫情也让人关注国际供应链的弱点以及过度依赖外部供应商的危险。
预计客服中心外包产业在预测期内将是最大的
在电信外包市场中,客服中心外包产业占最大的市场占有率。通讯业者认为客服中心外包对于改善客户服务和降低成本至关重要。随着通讯服务变得更加复杂并且需要 24 小时客户支持,通讯业者正在将客服中心外包给专业公司,以有效处理大量客户查询、技术支援请求和服务请求。客服中心外包还允许通讯业者利用人工智慧和分析支援的聊天机器人等尖端工具来提高客户满意度和服务品质。
预计行动产业在预测期内复合年增长率最高
在电信外包市场中,行动领域预计将以最高的复合年增长率成长。对行动服务的需求不断增长、智慧型手机的广泛使用以及 5G 网路的持续全球部署是这一爆炸性增长的主要原因。随着行动网路变得更加复杂和资料集中,通讯业者越来越多地将网路管理、客户支援和基础设施维护等业务外包给专业供应商。此外,这使我们能够有效应对与行动服务成长相关的挑战,同时在快速变化的市场中保持竞争力。
电力电信外包市场以亚太地区为主。该地区强大的通讯网路、负担得起的劳动力以及大量优秀的外包服务供应商是该地区主导的关键因素。电力电信外包的主要中心包括菲律宾和印度,它们以其具有竞争力的价格、技术知识和流利的其他语言吸引了来自世界各地的电讯公司。此外,由于5G技术的同步推出以及行动和网路服务的快速扩张,亚太地区的外包需求正在激增。
拉丁美洲预计将成为电信外包市场复合年增长率最高的地区。这一增长的推动因素包括全部区域对先进数位服务的需求不断增长、行动用户数量的增加以及通讯基础设施投资的增加。随着拉丁美洲通讯业者对其网路进行现代化改造并增强其服务产品,他们越来越多地转向外包来控製成本并获得专业知识。此外,该地区的经济成长和旨在改善数位连接的政府支持政策进一步加速了电信外包的采用。
According to Stratistics MRC, the Global Telecom Outsourcing Market is accounted for $22.01 billion in 2024 and is expected to reach $28.99 billion by 2030 growing at a CAGR of 4.7% during the forecast period. Contracting outside service providers to manage a range of telecommunications tasks that are normally handled internally is known as telecom outsourcing. Telecom companies can lower operating costs, obtain access to specialized knowledge, and concentrate more on their core business operations by outsourcing these services.
According to the International Telecommunication Union (ITU), telecom outsourcing has become a strategic approach for companies aiming to enhance operational efficiency and focus on core business functions. The ITU reports that this practice allows organizations to leverage specialized skills and technologies while managing costs effectively.
Enhanced client support
Telecom companies can enhance the quality and responsiveness of their services by outsourcing customer support and related tasks. With the latest customer care technology and skilled staff to manage a large number of inquiries with efficiency, specialized outsourcing partners are well-equipped. Moreover, in a market where competition is fierce, it is essential to retain and attract customers through faster resolution times, higher customer satisfaction, and an improved overall client experience.
Maintaining service quality and uniformity
A significant obstacle in the field of telecom outsourcing is ensuring a constant level of service quality. Telecom companies run the risk of losing direct control over service delivery when they outsource vital tasks like network management or customer support. Inconsistencies that affect customer satisfaction can be caused by differences in performance standards, communication breakdowns, or cultural differences. Furthermore, robust monitoring systems, explicit contractual obligations, and continuous cooperation are necessary to guarantee that third-party providers live up to the company's quality standards.
Utilizing cutting-edge technologies
Outsourcing offers a major chance to quicken the adoption of cutting-edge technologies like 5G, artificial intelligence (AI), and the Internet of Things (IoT) by telecom companies. Partners in specialized outsourcing can offer the infrastructure and know-how required to deploy these technologies more effectively. To gain a competitive edge in the market, telecom companies can accelerate the rollout of 5G services by outsourcing network management to experts in 5G technology. Additionally, third-party vendor-managed AI-powered customer support systems can improve customer satisfaction and service efficiency.
Rising rivalry among suppliers
There is fierce competition among the providers in the telecom outsourcing market as they compete for contracts. Because of the fierce competition, prices may drop and service providers' profit margins may narrow, which could have an effect on the caliber of services provided. Telecom businesses may find it difficult to choose a partner that offers lower prices without sacrificing service quality or innovation because they are unable to discern between providers solely on the basis of cost. Moreover, provider consolidation may result from the saturation of the market, which would limit telecom companies' options and possibly their negotiating leverage.
The COVID-19 pandemic had a major effect on the telecom outsourcing market, driving up demand for outsourced services as telecom providers had to deal with hitherto unseen obstacles like growing network traffic, the move to remote work, and the requirement for improved digital infrastructure. In order to effectively manage these demands, telecom companies had to turn to outsourcing as a strategic necessity that allowed them to scale operations quickly and maintain continuity. The pandemic did, however, also draw attention to weaknesses in international supply chains and the dangers of relying too much on outside suppliers.
The Call Center Outsourcing segment is expected to be the largest during the forecast period
In the telecom outsourcing market, the call center outsourcing segment has the largest market share. In their quest to improve customer service while controlling expenses, telecom companies now consider this segment essential. Telecom companies can effectively manage large volumes of customer inquiries, technical support requests, and service requests by outsourcing call centers to specialized providers, owing to the growing complexity of telecom services and the requirement for round-the-clock customer support. Additionally, call center outsourcing enables telecom firms to take advantage of cutting-edge tools like chatbots powered by artificial intelligence and analytics to enhance customer satisfaction and service quality.
The Mobile segment is expected to have the highest CAGR during the forecast period
In the market for telecom outsourcing, the mobile segment is anticipated to grow at the highest CAGR. The increasing demand for mobile services, the broad use of smartphones, and the ongoing global rollout of 5G networks are the main causes of this explosive growth. Telecom companies are increasingly outsourcing tasks like network management, customer support, and infrastructure maintenance to specialized providers as mobile networks grow more intricate and data-intensive. Furthermore, this enables them to effectively handle the difficulties of growing mobile services while maintaining their competitiveness in a market that is changing quickly.
The telecom outsourcing market is dominated by the Asia-Pacific region. The region's robust telecommunications network, affordable labor, and abundance of competent outsourcing service providers are the main drivers of its dominance. Major centers for telecom outsourcing include the Philippines and India, which draw telecom companies from around the world with their competitive pricing, technical know-how, and fluency in other languages. Moreover, the Asia-Pacific region has witnessed a surge in demand for outsourcing due to the simultaneous rollout of 5G technology and the rapid expansion of mobile and internet services.
In the telecom outsourcing market, Latin America is predicted to have the highest CAGR. This growth is fueled by rising demand for advanced digital services throughout the region, a growing mobile subscriber base, and rising investments in telecommunications infrastructure. Telecom companies in Latin America are increasingly using outsourcing to control costs and gain access to specialized knowledge as they look to modernize their networks and enhance service delivery. Furthermore, the adoption of telecom outsourcing has been further accelerated by the region's expanding economy and supportive government policies meant to improve digital connectivity.
Key players in the market
Some of the key players in Telecom Outsourcing market include Huawei Technologies Co. Ltd, Ericsson AB, Hewlett Packard Enterprise Co, IBM Corporation, Accenture, NEC Corporation, Tata Consultancy Services (TCS), Cognizant, ZTE Corporation, Fujitsu Limited, Wipro, Cisco Systems Inc., Tech Mahindra, Infosys, HCL Technologies, Nokia Networks and Motorola Solutions Inc.
In July 2024, IBM announced that it has secured a five-year contract with $26 million in initial funding from the U.S. Agency for International Development (USAID) to support its Cybersecurity Protection and Response (CPR) program aimed to expand and enhance the agency's cybersecurity response support for host governments in the Europe and Eurasia (E&E) region.
In April 2024, Huawei and EDMI announced signing a patent license agreement under fair, reasonable, and non-discriminatory (FRAND) conditions. Huawei will grant a cellular IoT Standard Essential Patents (SEPs) license, including NB-IoT, LTE-M and LTE Cat.
In November 2023, Hewlett Packard Enterprise (HPE) announced its extending collaboration with Nvidia (NVDA) to boost its reach into generative artificial intelligence (AI). The company said the agreement will help create what it called the next series of AI-native and hybrid cloud offerings.
Note: Tables for North America, Europe, APAC, South America, and Middle East & Africa Regions are also represented in the same manner as above.