联络中心即服务市场－全球产业规模、份额、趋势、机会和预测，按功能、企业类型、产业、地区和竞争格局划分，2020-2030 年预测

2024年全球联络中心即服务（CCaaS）市场规模为74.3亿美元，预计2030年将以15.17%的复合年增长率成长至173.4亿美元。联络中心即服务（CCaaS）是一种基于云端的客户服务解决方案，使企业无需本地基础设施即可管理跨渠道的客户互动。此模式具有固有的灵活性和可扩展性，有助于企业快速适应不断变化的业务需求。

主要市场驱动因素

云端解决方案的日益普及是全球联络中心即服务市场发展的重要驱动力，有助于企业提升营运敏捷性并实现基础设施现代化。云端环境固有的可扩展性和易用性使企业能够部署和管理联络中心功能，而无需承担本地硬体和软体的负担。

主要市场挑战

全球联络中心即服务市场扩张面临的一大挑战是资料安全和隐私的重大关切。企业需要在云端环境中处理敏感的客户讯息，这要求企业实施强大的安全协议并严格遵守复杂的监管框架。

主要市场趋势

将先进的人工智慧和机器学习技术整合到呼叫中心营运中，是重塑全球呼叫中心即服务市场的关键趋势。这涉及到将复杂的人工智慧功能直接嵌入呼叫中心的工作流程中，以增强人工客服并优化流程，其功能不仅限于基本的自动化，还包括智慧路由、预测性人员配置和即时客服协助。

目录

第一章：产品概述

第二章：研究方法

第三章：执行概要

第四章：顾客之声

第五章：全球联络中心即服务市场展望

• 市场规模及预测
  • 按价值
• 市占率及预测
  • 按功能分类（互动式语音应答 (IVR)、多通路、自动呼叫分配、电脑电话整合 (CTI)、报告和分析、劳动力优化、客户协作、其他）
  • 依企业类型（中小企业、大型企业）
  • 按行业划分（银行、金融服务和保险、IT和电信、政府、医疗保健、消费品和零售、旅游和酒店、媒体和娱乐、其他）
  • 按地区
  • 按公司（2024 年）
• 市场地图

第六章：北美联络中心即服务市场展望

• 市场规模及预测
• 市占率及预测
• 北美洲：国家分析
  • 美国
  • 加拿大
  • 墨西哥

第七章：欧洲联络中心即服务市场展望

• 市场规模及预测
• 市占率及预测
• 欧洲：国家分析
  • 德国
  • 法国
  • 英国
  • 义大利
  • 西班牙

第八章：亚太地区联络中心即服务市场展望

• 市场规模及预测
• 市占率及预测
• 亚太地区：国家分析
  • 中国
  • 印度
  • 日本
  • 韩国
  • 澳洲

第九章：中东和非洲呼叫中心即服务市场展望

• 市场规模及预测
• 市占率及预测
• 中东和非洲：国家分析
  • 沙乌地阿拉伯
  • 阿联酋
  • 南非

第十章：南美洲联络中心即服务市场展望

• 市场规模及预测
• 市占率及预测
• 南美洲：国家分析
  • 巴西
  • 哥伦比亚
  • 阿根廷

第十一章：市场动态

• 司机
• 挑战

第十二章：市场趋势与发展

• 併购
• 产品发布
• 最新进展

第十三章：全球联络中心即服务市场：SWOT分析

第十四章：波特五力分析

• 产业竞争
• 新进入者的潜力
• 供应商议价能力
• 顾客的力量
• 替代产品的威胁

第十五章：竞争格局

• Talkdesk, Inc
• Genesys Cloud Services Inc.
• NICE Ltd.
• Five9 Inc.
• RingCentral, Inc.
• 8x8, Inc
• Microsoft Corporation
• Cisco Systems, Inc.
• Amazon.com Inc.
• Avaya LLC

第十六章：策略建议

第17章调查会社について・免责事项

The Global Contact Center As a Service Market, valued at USD 7.43 Billion in 2024, is projected to experience a CAGR of 15.17% to reach USD 17.34 Billion by 2030. Contact Center as a Service (CCaaS) is a cloud-based customer service solution, enabling organizations to manage customer interactions across diverse channels without on-premises infrastructure. This model provides inherent flexibility and scalability, facilitating rapid adaptation to evolving business demands.

Key Market Drivers

The increasing adoption of cloud-based solutions represents a fundamental driver for the Global Contact Center as a Service Market, facilitating operational agility and infrastructure modernization across enterprises. The inherent scalability and accessibility of cloud environments enable organizations to deploy and manage contact center functionalities without the burden of on-premises hardware and software. This transition supports flexible work models and ensures business continuity, proving particularly advantageous for distributed workforces.

Key Market Challenges

A significant challenge impeding the expansion of the Global Contact Center as a Service Market is the considerable concern surrounding data security and privacy. Organizations are tasked with handling sensitive customer information within cloud environments, which mandates the implementation of robust security protocols and strict adherence to complex regulatory frameworks. This necessity directly decelerates the adoption of CCaaS solutions, particularly within highly regulated sectors such as finance and healthcare, where the penalties for non-compliance are substantial.

Key Market Trends

Advanced artificial intelligence and machine learning integration for enhanced operations represents a pivotal trend reshaping the Global Contact Center as a Service market. This involves embedding sophisticated AI capabilities directly into contact center workflows to augment human agents and optimize processes, extending beyond basic automation to include intelligent routing, predictive staffing, and real-time agent assistance.

Key Market Players

• Talkdesk, Inc
• Genesys Cloud Services Inc.
• NICE Ltd.
• Five9 Inc.
• RingCentral, Inc.
• 8x8, Inc
• Microsoft Corporation
• Cisco Systems, Inc.
• Amazon.com Inc.
• Avaya LLC

Report Scope:

In this report, the Global Contact Center As a Service Market has been segmented into the following categories, in addition to the industry trends which have also been detailed below:

Contact Center As a Service Market, By Function:

• Interactive Voice Response (IVR)
• Multichannel
• Automatic Call Distribution
• Computer Telephony Integration (CTI)
• Reporting and Analytics
• Workforce Optimization
• Customer Collaboration
• Others

Contact Center As a Service Market, By Enterprise Type:

• SMEs
• Large Enterprises

Contact Center As a Service Market, By Industry:

• BFSI
• IT & Telecommunications
• Government
• Healthcare
• Consumer Goods & Retail
• Travel & Hospitality
• Media & Entertainment
• Others

Contact Center As a Service Market, By Region:

• North America
  • United States
  • Canada
  • Mexico
• Europe
  • France
  • United Kingdom
  • Italy
  • Germany
  • Spain
• Asia Pacific
  • China
  • India
  • Japan
  • Australia
  • South Korea
• South America
  • Brazil
  • Argentina
  • Colombia
• Middle East & Africa
  • South Africa
  • Saudi Arabia
  • UAE

Competitive Landscape

Company Profiles: Detailed analysis of the major companies presents in the Global Contact Center As a Service Market.

Available Customizations:

Global Contact Center As a Service Market report with the given market data, TechSci Research offers customizations according to a company's specific needs. The following customization options are available for the report:

Company Information

• Detailed analysis and profiling of additional market players (up to five).

Table of Contents

1. Product Overview

• 1.1. Market Definition
• 1.2. Scope of the Market
  • 1.2.1. Markets Covered
  • 1.2.2. Years Considered for Study
  • 1.2.3. Key Market Segmentations

2. Research Methodology

• 2.1. Objective of the Study
• 2.2. Baseline Methodology
• 2.3. Key Industry Partners
• 2.4. Major Association and Secondary Sources
• 2.5. Forecasting Methodology
• 2.6. Data Triangulation & Validation
• 2.7. Assumptions and Limitations

3. Executive Summary

• 3.1. Overview of the Market
• 3.2. Overview of Key Market Segmentations
• 3.3. Overview of Key Market Players
• 3.4. Overview of Key Regions/Countries
• 3.5. Overview of Market Drivers, Challenges, Trends

4. Voice of Customer

5. Global Contact Center As a Service Market Outlook

• 5.1. Market Size & Forecast
  • 5.1.1. By Value
• 5.2. Market Share & Forecast
  • 5.2.1. By Function (Interactive Voice Response (IVR), Multichannel, Automatic Call Distribution, Computer Telephony Integration (CTI), Reporting and Analytics, Workforce Optimization, Customer Collaboration, Others)
  • 5.2.2. By Enterprise Type (SMEs, Large Enterprises)
  • 5.2.3. By Industry (BFSI, IT & Telecommunications, Government, Healthcare, Consumer Goods & Retail, Travel & Hospitality, Media & Entertainment, Others)
  • 5.2.4. By Region
  • 5.2.5. By Company (2024)
• 5.3. Market Map

6. North America Contact Center As a Service Market Outlook

• 6.1. Market Size & Forecast
  • 6.1.1. By Value
• 6.2. Market Share & Forecast
  • 6.2.1. By Function
  • 6.2.2. By Enterprise Type
  • 6.2.3. By Industry
  • 6.2.4. By Country
• 6.3. North America: Country Analysis
  • 6.3.1. United States Contact Center As a Service Market Outlook
    • 6.3.1.1. Market Size & Forecast
      • 6.3.1.1.1. By Value
    • 6.3.1.2. Market Share & Forecast
      • 6.3.1.2.1. By Function
      • 6.3.1.2.2. By Enterprise Type
      • 6.3.1.2.3. By Industry
  • 6.3.2. Canada Contact Center As a Service Market Outlook
    • 6.3.2.1. Market Size & Forecast
      • 6.3.2.1.1. By Value
    • 6.3.2.2. Market Share & Forecast
      • 6.3.2.2.1. By Function
      • 6.3.2.2.2. By Enterprise Type
      • 6.3.2.2.3. By Industry
  • 6.3.3. Mexico Contact Center As a Service Market Outlook
    • 6.3.3.1. Market Size & Forecast
      • 6.3.3.1.1. By Value
    • 6.3.3.2. Market Share & Forecast
      • 6.3.3.2.1. By Function
      • 6.3.3.2.2. By Enterprise Type
      • 6.3.3.2.3. By Industry

7. Europe Contact Center As a Service Market Outlook

• 7.1. Market Size & Forecast
  • 7.1.1. By Value
• 7.2. Market Share & Forecast
  • 7.2.1. By Function
  • 7.2.2. By Enterprise Type
  • 7.2.3. By Industry
  • 7.2.4. By Country
• 7.3. Europe: Country Analysis
  • 7.3.1. Germany Contact Center As a Service Market Outlook
    • 7.3.1.1. Market Size & Forecast
      • 7.3.1.1.1. By Value
    • 7.3.1.2. Market Share & Forecast
      • 7.3.1.2.1. By Function
      • 7.3.1.2.2. By Enterprise Type
      • 7.3.1.2.3. By Industry
  • 7.3.2. France Contact Center As a Service Market Outlook
    • 7.3.2.1. Market Size & Forecast
      • 7.3.2.1.1. By Value
    • 7.3.2.2. Market Share & Forecast
      • 7.3.2.2.1. By Function
      • 7.3.2.2.2. By Enterprise Type
      • 7.3.2.2.3. By Industry
  • 7.3.3. United Kingdom Contact Center As a Service Market Outlook
    • 7.3.3.1. Market Size & Forecast
      • 7.3.3.1.1. By Value
    • 7.3.3.2. Market Share & Forecast
      • 7.3.3.2.1. By Function
      • 7.3.3.2.2. By Enterprise Type
      • 7.3.3.2.3. By Industry
  • 7.3.4. Italy Contact Center As a Service Market Outlook
    • 7.3.4.1. Market Size & Forecast
      • 7.3.4.1.1. By Value
    • 7.3.4.2. Market Share & Forecast
      • 7.3.4.2.1. By Function
      • 7.3.4.2.2. By Enterprise Type
      • 7.3.4.2.3. By Industry
  • 7.3.5. Spain Contact Center As a Service Market Outlook
    • 7.3.5.1. Market Size & Forecast
      • 7.3.5.1.1. By Value
    • 7.3.5.2. Market Share & Forecast
      • 7.3.5.2.1. By Function
      • 7.3.5.2.2. By Enterprise Type
      • 7.3.5.2.3. By Industry

8. Asia Pacific Contact Center As a Service Market Outlook

• 8.1. Market Size & Forecast
  • 8.1.1. By Value
• 8.2. Market Share & Forecast
  • 8.2.1. By Function
  • 8.2.2. By Enterprise Type
  • 8.2.3. By Industry
  • 8.2.4. By Country
• 8.3. Asia Pacific: Country Analysis
  • 8.3.1. China Contact Center As a Service Market Outlook
    • 8.3.1.1. Market Size & Forecast
      • 8.3.1.1.1. By Value
    • 8.3.1.2. Market Share & Forecast
      • 8.3.1.2.1. By Function
      • 8.3.1.2.2. By Enterprise Type
      • 8.3.1.2.3. By Industry
  • 8.3.2. India Contact Center As a Service Market Outlook
    • 8.3.2.1. Market Size & Forecast
      • 8.3.2.1.1. By Value
    • 8.3.2.2. Market Share & Forecast
      • 8.3.2.2.1. By Function
      • 8.3.2.2.2. By Enterprise Type
      • 8.3.2.2.3. By Industry
  • 8.3.3. Japan Contact Center As a Service Market Outlook
    • 8.3.3.1. Market Size & Forecast
      • 8.3.3.1.1. By Value
    • 8.3.3.2. Market Share & Forecast
      • 8.3.3.2.1. By Function
      • 8.3.3.2.2. By Enterprise Type
      • 8.3.3.2.3. By Industry
  • 8.3.4. South Korea Contact Center As a Service Market Outlook
    • 8.3.4.1. Market Size & Forecast
      • 8.3.4.1.1. By Value
    • 8.3.4.2. Market Share & Forecast
      • 8.3.4.2.1. By Function
      • 8.3.4.2.2. By Enterprise Type
      • 8.3.4.2.3. By Industry
  • 8.3.5. Australia Contact Center As a Service Market Outlook
    • 8.3.5.1. Market Size & Forecast
      • 8.3.5.1.1. By Value
    • 8.3.5.2. Market Share & Forecast
      • 8.3.5.2.1. By Function
      • 8.3.5.2.2. By Enterprise Type
      • 8.3.5.2.3. By Industry

9. Middle East & Africa Contact Center As a Service Market Outlook

• 9.1. Market Size & Forecast
  • 9.1.1. By Value
• 9.2. Market Share & Forecast
  • 9.2.1. By Function
  • 9.2.2. By Enterprise Type
  • 9.2.3. By Industry
  • 9.2.4. By Country
• 9.3. Middle East & Africa: Country Analysis
  • 9.3.1. Saudi Arabia Contact Center As a Service Market Outlook
    • 9.3.1.1. Market Size & Forecast
      • 9.3.1.1.1. By Value
    • 9.3.1.2. Market Share & Forecast
      • 9.3.1.2.1. By Function
      • 9.3.1.2.2. By Enterprise Type
      • 9.3.1.2.3. By Industry
  • 9.3.2. UAE Contact Center As a Service Market Outlook
    • 9.3.2.1. Market Size & Forecast
      • 9.3.2.1.1. By Value
    • 9.3.2.2. Market Share & Forecast
      • 9.3.2.2.1. By Function
      • 9.3.2.2.2. By Enterprise Type
      • 9.3.2.2.3. By Industry
  • 9.3.3. South Africa Contact Center As a Service Market Outlook
    • 9.3.3.1. Market Size & Forecast
      • 9.3.3.1.1. By Value
    • 9.3.3.2. Market Share & Forecast
      • 9.3.3.2.1. By Function
      • 9.3.3.2.2. By Enterprise Type
      • 9.3.3.2.3. By Industry

10. South America Contact Center As a Service Market Outlook

• 10.1. Market Size & Forecast
  • 10.1.1. By Value
• 10.2. Market Share & Forecast
  • 10.2.1. By Function
  • 10.2.2. By Enterprise Type
  • 10.2.3. By Industry
  • 10.2.4. By Country
• 10.3. South America: Country Analysis
  • 10.3.1. Brazil Contact Center As a Service Market Outlook
    • 10.3.1.1. Market Size & Forecast
      • 10.3.1.1.1. By Value
    • 10.3.1.2. Market Share & Forecast
      • 10.3.1.2.1. By Function
      • 10.3.1.2.2. By Enterprise Type
      • 10.3.1.2.3. By Industry
  • 10.3.2. Colombia Contact Center As a Service Market Outlook
    • 10.3.2.1. Market Size & Forecast
      • 10.3.2.1.1. By Value
    • 10.3.2.2. Market Share & Forecast
      • 10.3.2.2.1. By Function
      • 10.3.2.2.2. By Enterprise Type
      • 10.3.2.2.3. By Industry
  • 10.3.3. Argentina Contact Center As a Service Market Outlook
    • 10.3.3.1. Market Size & Forecast
      • 10.3.3.1.1. By Value
    • 10.3.3.2. Market Share & Forecast
      • 10.3.3.2.1. By Function
      • 10.3.3.2.2. By Enterprise Type
      • 10.3.3.2.3. By Industry

11. Market Dynamics

• 11.1. Drivers
• 11.2. Challenges

12. Market Trends & Developments

• 12.1. Merger & Acquisition (If Any)
• 12.2. Product Launches (If Any)
• 12.3. Recent Developments

13. Global Contact Center As a Service Market: SWOT Analysis

14. Porter's Five Forces Analysis

• 14.1. Competition in the Industry
• 14.2. Potential of New Entrants
• 14.3. Power of Suppliers
• 14.4. Power of Customers
• 14.5. Threat of Substitute Products

15. Competitive Landscape

• 15.1. Talkdesk, Inc
  • 15.1.1. Business Overview
  • 15.1.2. Products & Services
  • 15.1.3. Recent Developments
  • 15.1.4. Key Personnel
  • 15.1.5. SWOT Analysis
• 15.2. Genesys Cloud Services Inc.
• 15.3. NICE Ltd.
• 15.4. Five9 Inc.
• 15.5. RingCentral, Inc.
• 15.6. 8x8, Inc
• 15.7. Microsoft Corporation
• 15.8. Cisco Systems, Inc.
• 15.9. Amazon.com Inc.
• 15.10. Avaya LLC

16. Strategic Recommendations

17. About Us & Disclaimer