云端型客服中心市场:现状分析与预测(2022年～2030年)

由于对个性化和简化的客户服务的需求不断增长，云端型联络中心市场预计将以约 23% 的稳定速度增长。此外，全渠道联络中心的日益普及，提高了渠道可用性，也是推动市场增长的一个因素。此外，云端型联络中心推出的产品数量不断增加也是推动市场增长的最突出因素之一。

2021年，北美将主导全球云联络中心市场。北美的压倒性占有率很大程度上归功于云端型联络中心的灵活性、可扩展性、成本效益、改进的可访问性和移动性。云端型解决方案为传统的本地系统提供了灵活且可扩展的替代方案。这种可扩展性使企业能够快速响应不断变化的呼叫量和客户需求，这对于具有季节性或不可预测需求的行业尤其重要。

目录

第1章 市场简介

• 市场定义
• 主要目的
• 相关利益者
• 限制事项

第2章 调查手法或前提

• 调查流程
• 调查手法
• 受访者简介

第3章 市场摘要

第4章 摘要整理

第5章 COVID-19对云端型客服中心市场带来的影响

第6章 云端型客服中心市场收益，2020-2030年

第7章 市场洞察:各零件

• 解决方案
• 服务

第8章 市场洞察:各组织规模

• 大企业
• 中小企业

第9章 市场洞察:各用途

• 自动语音应答
• 自动通话分配
• 通话录音
• 劳动力的最佳化
• 其他

第10章 市场洞察:各业界

• 银行及金融服务
• 媒体和娱乐
• 医疗保健
• 资讯通讯技术
• 其他

第11章 市场洞察:各地区

• 北美
  • 美国
  • 加拿大
  • 其他北美地区
• 欧洲
  • 德国
  • 英国
  • 法国
  • 义大利
  • 西班牙
  • 其他欧洲地区
• 亚太地区
  • 中国
  • 日本
  • 印度
  • 其他亚太地区
• 全球其他地区

第12章 云端型客服中心市场动态

• 推动市场要素
• 市场课题
• 影响分析

第13章 云端型客服中心市场机会

第14章 云端型客服中心市场趋势

第15章 需求面和供给面的分析

• 需求面分析
• 供给面分析

第16章 价值链分析

第17章 策略性洞察能力

第18章 竞争模式

• 竞争情形
  • 波特的五力分析

第19章 企业简介

• Genesys
• Ameyo
• Aircall
• RingCentral, Inc.
• Amazon Web Services, Inc.
• Microsoft
• Cisco Systems, Inc.
• Oracle
• Avaya LLC
• TATA Consultancy Services Limited

第20章 免责声明

A cloud-based call center (also known as a cloud call center) is a web-based software platform for handling incoming and outgoing corporate communications. Being cloud-based, cloud call center technology does not require a physical location. It also means anytime, anywhere access, giving you the flexibility to deploy remote agents around the world and scale the workforce to meet demand as needed.

The Cloud-based Contact Center Market is expected to grow at a steady rate of around 23% owing to the growing need for personalized and streamlined customer interactions. Moreover, the increasing popularity of omnichannel contact centers to improve the availability of channels is another factor helping the market to grow. Additionally, the increasing number of products launched in the cloud-based contact center is one of the most prominent factors contributing to the growth of the market. For instance, in July 2022, Microsoft launched a new Digital Contact Center Platform that combines several distinct capabilities across Dynamics 365, Teams, Power Platform, Azure, and Nuance, showing off the power of its platform strategy.

Based on component, the market is bifurcated into solutions and services. The solutions segment held a prominent share of the market in 2021 and is expected to grow at a prominent CAGR during the forecasted period. This is because a cloud-based contact center allows businesses to build the exact solution needed through application programming interfaces (APIs) rather than adopting immutable hardware and software. Moreover, cloud-based contact centers also enable greater agent versatility, improve agent efficiency, reduce cost, and enhance security

On the basis of organization size, the market is bifurcated into large enterprises and SMEs. Among these, large enterprises dominated the market in 2021 mainly because they are the early adopters of cloud-based contact center solutions. Factors such as the reduction in capital and operational expenditure and the large customer base are some of the most prominent factors contributing to segmental growth. Additionally, the rising trend of remote working is also supporting the growth of this segment

By application, interactive voice response, automatic call distribution, call recording, workforce optimization, and others. The interactive voice response catered to a significant share of the global cloud-based contact center market in 2021 majorly due to the benefits it offers to the organizations such as efficient call routing, lower operational costs, error reduction, increased security, and others. Besides, IVR offers virtual receptionist and operator options to save labor costs and free up time for the service team. This allows making better use of the resources while meeting the needs of the customers

Based on industry, banking & financial services, media & entertainment, healthcare, information & communication technology, and others. Compliance, flexibility, scalability, cost-effectiveness, integration capabilities, and advanced analytics capabilities are some factors that are playing a major role in driving the demand for cloud-based contact centers in the banking and financial services industry. As banking companies continue to prioritize customer centricity, cloud-based solutions are becoming an integral part of their overall customer service strategy

For a better understanding of the market adoption of the cloud-based contact center industry, the market is analyzed based on its worldwide presence in the countries such as North America (U.S., Canada, Rest of North America), Europe (Germany, U.K., France, Spain, Italy, Rest of Europe), Asia-Pacific (China, Japan, India, Rest of Asia-Pacific), Rest of World. North America held the major share of the global cloud-based contact center market in 2021. The dominating share of North America can be largely attributed to the flexibility, scalability, cost-effectiveness, better accessibility, and mobility of cloud-based contact centers. Cloud-based solutions offer a flexible and scalable alternative to traditional on-premises systems. This scalability allows businesses to quickly adapt to changing call volume and customer needs, which is especially important in industries with high seasonality or unpredictable demand

Some of the major players operating in the market include: Genesys; Ameyo; Aircall; RingCentral, Inc.; Amazon Web Services, Inc.; Microsoft; Cisco Systems, Inc.; Oracle; Avaya LLC; and TATA Consultancy Services Limited.

TABLE OF CONTENTS

1 MARKET INTRODUCTION

• 1.1. Market Definitions
• 1.2. Main Objective
• 1.3. Stakeholders
• 1.4. Limitation

2 RESEARCH METHODOLOGY OR ASSUMPTION

• 2.1. Research Process of the Cloud-based Contact Center Market
• 2.2. Research Methodology of the Cloud-based Contact Center Market
• 2.3. Respondent Profile

3 MARKET SYNOPSIS

4 EXECUTIVE SUMMARY

5 IMPACT OF COVID-19 ON THE CLOUD-BASED CONTACT CENTER MARKET

6 CLOUD-BASED CONTACT CENTER MARKET REVENUE, 2020-2030F

7 MARKET INSIGHTS BY COMPONENT

• 7.1. Solutions
• 7.2. Services

8 MARKET INSIGHTS BY ORGANIZATION SIZE

• 8.1. Large Enterprises
• 8.2. SMEs

9 MARKET INSIGHTS BY APPLICATION

• 9.1. Interactive Voice Response
• 9.2. Automatic Call Distribution
• 9.3. Call Recording
• 9.4. Workforce optimization
• 9.5. Others

10 MARKET INSIGHTS BY INDUSTRY

• 10.1. Banking & Financial Services
• 10.2. Media & Entertainment
• 10.3. Healthcare
• 10.4. Information & Communication Technology
• 10.5. Others

11 MARKET INSIGHTS BY REGION

• 11.1. North America
  • 11.1.1. U.S.
  • 11.1.2. Canada
  • 11.1.3. Rest of North America
• 11.2. Europe
  • 11.2.1. Germany
  • 11.2.2. U.K.
  • 11.2.3. France
  • 11.2.4. Italy
  • 11.2.5. Spain
  • 11.2.6. Rest of Europe
• 11.3. Asia-Pacific
  • 11.3.1. China
  • 11.3.2. Japan
  • 11.3.3. India
  • 11.3.4. Rest of Asia-Pacific
• 11.4. Rest of World

12 CLOUD-BASED CONTACT CENTER MARKET DYNAMICS

• 12.1. Market Drivers
• 12.2. Market Challenges
• 12.3. Impact Analysis

13 CLOUD-BASED CONTACT CENTER MARKET OPPORTUNITIES

14 CLOUD-BASED CONTACT CENTER MARKET TRENDS

15 DEMAND AND SUPPLY-SIDE ANALYSIS

• 15.1. Demand Side Analysis
• 15.2. Supply Side Analysis

16 VALUE CHAIN ANALYSIS

17 STRATEGIC INSIGHTS

18 COMPETITIVE SCENARIO

• 18.1. Competitive Landscape
  • 18.1.1. Porters Fiver Forces Analysis

19 COMPANY PROFILED

• 19.1. Genesys
• 19.2. Ameyo
• 19.3. Aircall
• 19.4. RingCentral, Inc.
• 19.5. Amazon Web Services, Inc.
• 19.6. Microsoft
• 19.7. Cisco Systems, Inc.
• 19.8. Oracle
• 19.9. Avaya LLC
• 19.10. TATA Consultancy Services Limited

20 DISCLAIMER