全球云端基础的客服中心中心软体市场规模（按组织规模、最终用户、区域范围和预测）

云端基础的客服中心软体市场规模与预测

2024 年云端基础的客服中心软体市场规模价值 312.7 亿美元，预计到 2032 年将达到 1,440 亿美元，在 2026-2032 年预测期内的复合年增长率为 23.2%。

云端基础的客服中心软体是一种託管在网路上的通讯解决方案，可让企业透过各种管道管理客户互动，包括语音通话、电子邮件、聊天和社交媒体。与传统的内部部署系统不同，云端基础的解决方案采用订阅模式，只需极少的硬体投资，提供灵活性、可扩展性和较低的前期成本。

各行各业的企业都使用云端基础的客服中心软体来改善客户服务并简化业务。它们通常包括自动呼叫分配、互动式语音应答 (IVR)、即时分析以及与客户关係管理 (CRM) 系统整合等功能。

该技术支援远端工作，并允许代理商从任何地方为客户提供服务。

全球云端基础客服中心软体市场动态

关键市场驱动因素

远距工作解决方案需求增加：由于 COVID-19 疫情，云端基础的客服中心软体市场对远端工作解决方案的需求正在增加。根据 Gartner 报告 (2023)，74% 的 CFO 计画在疫情后转为远距工作，这增加了对灵活沟通工具的需求。这一趋势正在推动公司采用云端基础的解决方案，使代理商可以在任何地方工作。 RingCentral 等公司报告用户群显着成长，反映出远距办公采用率的激增。随着组织努力维持业务效率，对云端解决方案的需求持续成长。

人工智慧和自动化的融合日益增强：云端基础的客服中心软体中人工智慧和自动化技术的融合是市场成长的主要驱动力。根据麦肯锡 2022 年的报告，采用人工智慧解决方案的公司可以将生产力提高高达 40%。自动呼叫路由、聊天机器人和预测分析等功能正成为标准服务。 Zendesk 等领先公司正在利用先进的人工智慧功能来增强其平台，从而改善客户服务并减少等待时间。随着企业意识到这些技术的价值，人工智慧整合客服中心软体市场正在迅速扩大。

更重视客户经验：更重视改善客户经验(CX) 对云端基础的客服中心解决方案的采用产生了重大影响。根据普华永道2023年的一项调查，73%的消费者表示「体验」是他们购买决策的重要因素。云端解决方案为企业提供了更好地追踪客户互动和回馈的工具，从而实现了更个人化的服务。 Salesforce 等大公司正大力投资客户经验能力，进一步推动对云端基础的平台的需求。随着企业寻求透过优质服务实现差异化，对 CX 的关注度也不断提高。

提高企业的成本效率：成本效率日益增长的需求是云端基础客服中心软体市场的主要驱动力。根据 Frost & Sullivan 2022 年的报告，企业透过转向云端解决方案可以将营运成本降低高达 30%。这种成本优势对于希望优化预算的中小型企业尤其有吸引力。 8X8 等主要企业正在行销活动中强调其解决方案的经济效益，以帮助推动采用。随着越来越多的企业意识到潜在的成本节约，云端基础的解决方案市场持续扩大。

主要问题

对资料安全的担忧日益加剧：云端基础的客服中心软体市场正面临对资料安全和隐私日益增长的担忧。根据美国联邦贸易委员会（FTC）2022年发布的报告，约有50%的公司报告过资料外洩事件，显示人们保护客户资讯的意识有所增强。这些担忧可能会阻碍公司采用云端解决方案，尤其是那些处理敏感资料的解决方案。儘管像 Challenge 这样的领先公司在最近的通讯中强调了对安全的承诺，但对资料外洩的担忧仍然对市场成长构成挑战。由于企业优先考虑安全性，这个问题仍然是一个主要障碍。

复杂的整合：云端基础的解决方案与现有系统的复杂整合可能会成为市场采用的障碍。根据德勤 2023 年的一项调查，45% 的公司认为整合困难是采用新技术的主要障碍。组织经常难以将云端解决方案与旧有系统集成，这可能会导致混乱。像 Avaya 这样的公司意识到了这项挑战，并正在努力使整合过程更加简单，但复杂性仍然是许多企业面临的障碍。这种整合问题可能会减缓整个云端基础的客服中心市场的成长。

不断增加的监管合规要求：与云端资料储存和通讯相关的不断增加的监管合规要求可能会对市场构成挑战。根据国际隐私专业人员协会 (IAPP) 2023 年报告，不断变化的法规导致许多组织的合规成本上涨了 25%。企业需要确保其云端解决方案符合 GDPR 和 HIPAA 等标准，这增加了实施的复杂性。儘管 NICE 等公司已对其合规能力进行了投资，但这些法规可能会阻碍潜在用户。日益增长的合规性问题可能会限制云端基础的客服中心软体的扩展。

主要趋势

人工智慧解决方案的采用率不断提高：云端基础的客服中心软体市场正在见证人工智慧解决方案的采用率不断提高。根据麦肯锡 2023 年的报告，在客户服务业务中使用人工智慧的公司生产力可提高 40%。自动聊天机器人和情绪分析等功能正成为增强客户互动的重要工具。 Zendesk 等领先公司正在持续将先进的 AI 功能整合到其平台中，使企业能够简化业务并提高服务品质。随着企业意识到人工智慧的好处，其与客服中心软体的整合正在迅速成长。

全通路支援需求不断增长：反映消费者对无缝通讯的偏好，对云端基础的客服中心软体的全通路支援的需求不断增长。 Forrester 在 2023 年进行的一项调查发现，60% 的客户期望在多个管道中获得一致的体验。这一趋势正在推动企业采用将语音、聊天、电子邮件和社交媒体互动统一到单一平台上的解决方案。 Freshworks 等公司正在增强其服务，提供全面的全通路功能，不仅提高客户满意度，还提高忠诚度。随着企业努力满足这些期望，他们越来越关注全通路解决方案。

目录

第一章：全球云端基础客服中心中心软体市场简介

• 市场概览
• 研究范围
• 先决条件

第二章执行摘要

第三章：已验证的市场研究调查方法

• 资料探勘
• 验证
• 第一手资料
• 资料来源列表

第四章云端基础客服中心软体市场展望

• 概述
• 市场动态
  • 驱动程式
  • 限制因素
  • 机会
• 波特五力模型
• 价值链分析

第五章全球云端基础的客服中心软体市场（依组织规模）

• 概述
• 小型企业
• 大公司
• 其他的

第六章 全球云端基础的客服中心软体市场（按最终用户）

• 概述
• 银行、金融服务和保险（BFSI）
• 消费品和零售
• 政府
• 卫生保健
• IT/电信
• 旅游与饭店
• 其他的

第七章全球云端基础的客服中心软体市场（按地区）

• 概述
• 北美洲
  • 美国
  • 加拿大
  • 墨西哥
• 欧洲
  • 德国
  • 英国
  • 法国
  • 其他欧洲国家
• 亚太地区
  • 中国
  • 日本
  • 印度
  • 其他亚太地区
• 其他的
  • 拉丁美洲
  • 中东和非洲

第八章全球云端基础的客服中心软体市场竞争格局

• 概述
• 各公司市场排名
• 重点发展策略

第九章 公司简介

• NICE有限公司（以色列）
• Five9（美国）
• 8x8 Inc.（美国）
• 思科系统（美国）
• 甲骨文公司（美国）
• Genesys（美国）
• NewVoiceMedia（英国）
• Aspect软体（美国）
• 先连接（美国）
• Extreme Networks

第十章 附录

• 相关调查

Cloud-Based Call Center Software Market Size And Forecast

Cloud-Based Call Center Software Market size was valued at USD 31.27 Billion in 2024 and is projected to reach USD 144 Billion by 2032, growing at a CAGR of 23.2%from 2026 to 2032.

Cloud-based call center software is a communication solution hosted on the internet, allowing businesses to manage their customer interactions through various channels like voice calls, emails, chats, and social media. Unlike traditional on-premises systems, cloud-based solutions provide flexibility, scalability, and lower upfront costs, as they operate on a subscription model and require minimal hardware investment.

Businesses across various industries use cloud-based call center software to enhance customer service and streamline operations. Features often include automatic call distribution, interactive voice response (IVR), real-time analytics, and integration with customer relationship management (CRM) systems.

This technology enables remote work capabilities, allowing agents to assist customers from anywhere, which has become increasingly important in the modern workforce.

Global Cloud-Based Call Center Software Market Dynamics

Key Market Drivers

Rising Demand for Remote Work Solutions: The cloud-based call center software market is experiencing a rising demand for remote work solutions, accelerated by the COVID-19 pandemic. According to a report by Gartner (2023), 74% of CFOs plan to permanently shift to more remote work after the pandemic, increasing the need for flexible communication tools. This trend has driven businesses to adopt cloud-based solutions that enable agents to work from anywhere. Companies like RingCentral have reported significant growth in their user base, reflecting the surge in remote work adoption. As organizations seek to maintain operational efficiency, the demand for cloud solutions continues to rise.

Increasing Integration of AI and Automation: The integration of AI and automation technologies in cloud-based call center software is a key driver of market growth. A 2022 report from McKinsey found that companies implementing AI-driven solutions can boost productivity by up to 40%. Features like automated call routing, chatbots, and predictive analytics are becoming standard offerings. Leading players like Zendesk are enhancing their platforms with advanced AI capabilities, allowing businesses to improve customer service and reduce wait times. As organizations recognize the value of these technologies, the market for AI-integrated call center software is increasing rapidly.

Growing Emphasis on Customer Experience: There is a growing emphasis on enhancing customer experience (CX), significantly influencing the adoption of cloud-based call center solutions. According to a 2023 survey by PwC, 73% of consumers say that experience is an important factor in their purchasing decisions. Cloud solutions provide businesses with tools for better tracking customer interactions and feedback, enabling a more personalized service. Major companies like Salesforce are investing heavily in customer experience features, further driving demand for cloud-based platforms. As businesses strive to differentiate themselves through superior service, the focus on CX continues to grow.

Rising Cost Efficiency for Businesses: The rising need for cost efficiency is a significant driver of the cloud-based call center software market. A 2022 report by Frost & Sullivan found that organizations can reduce operational costs by up to 30% by switching to cloud solutions. This cost advantage is particularly attractive for small to medium-sized enterprises (SMEs) looking to optimize their budgets. Key players like 8X8 have highlighted the financial benefits of their solutions in marketing efforts, contributing to increased adoption. As more companies recognize the potential savings, the market for cloud-based solutions continues to expand.

Key Challenges:

Rising Concerns over Data Security: The cloud-based call center software market is facing rising concerns over data security and privacy. According to a 2022 report from the Federal Trade Commission (FTC), nearly 50% of businesses reported data breaches, heightening awareness around customer information protection. This concern can deter companies from adopting cloud solutions, particularly those handling sensitive data. Major players like Genesys have emphasized their commitment to security in recent communications, but fears about data exposure continue to challenge market growth. As organizations prioritize security, this issue remains a significant restraint.

Increasing Complexity of Integration: The increasing complexity of integrating cloud-based solutions with existing systems can hinder market adoption. A 2023 survey by Deloitte found that 45% of companies cite integration difficulties as a significant barrier to implementing new technology. Organizations often struggle to align cloud solutions with legacy systems, which can lead to disruptions. Companies like Avaya have acknowledged this challenge and are working on more straightforward integration processes, yet the complexity remains a roadblock for many businesses. This integration issue can slow the overall growth of the cloud-based call center market.

Increasing Regulatory Compliance Requirements: The increasing regulatory compliance requirements related to cloud data storage and communication can pose challenges for the market. According to a 2023 report by the International Association of Privacy Professionals (IAPP), compliance costs have risen by 25% for many organizations due to evolving regulations. Businesses need to ensure that their cloud solutions adhere to standards such as GDPR and HIPAA, adding complexity to implementation. Companies like NICE are investing in compliance features, but navigating these regulations can deter potential users. As compliance concerns grow, they may restrict the expansion of cloud-based call center software.

Key Trends

Rising Adoption of AI-Powered Solutions: The cloud-based call center software market is witnessing a rising adoption of AI-powered solutions. According to a 2023 report from McKinsey, businesses utilizing AI in their customer service operations have seen productivity increases of up to 40%. Features like automated chatbots and sentiment analysis are becoming essential tools for enhancing customer interactions. Major players such as Zendesk are continually integrating advanced AI functionalities into their platforms, allowing companies to streamline operations and improve service quality. As organizations increasingly recognize the benefits of AI, its integration into call center software is rapidly growing.

Increasing Demand for Omnichannel Support: There is an increasing demand for omnichannel support in cloud-based call center software, reflecting consumers' preferences for seamless communication. A 2023 study by Forrester found that 60% of customers expect consistent experiences across multiple channels. This trend drives companies to adopt solutions that integrate voice, chat, email, and social media interactions into a single platform. Companies like Freshworks are enhancing their offerings to provide comprehensive omnichannel capabilities, which not only improves customer satisfaction but also boosts loyalty. As businesses strive to meet these expectations, the focus on omnichannel solutions is growing.

Global Cloud-Based Call Center Software Market Regional Analysis

North America

North America leads the global cloud-based call center software market, driven by rapid digital transformation and the adoption of advanced customer service technologies. The region's dominance is fueled by a strong presence of major tech companies, a highly skilled workforce, and a culture of innovation in customer experience management. According to the U.S. Bureau of Labor Statistics, as of May 2023, there were over 2.9 million customer service representatives employed in the United States, highlighting the significant demand for efficient call center solutions. This large workforce has accelerated the adoption of cloud-based systems that offer flexibility, scalability, and cost-effectiveness for businesses of all sizes.

The market has seen substantial growth and innovation, with key players continuously enhancing their offerings to meet evolving customer needs. In July 2024, Genesys, a leading provider of cloud customer experience solutions, announced the integration of advanced AI capabilities into its cloud platform, enabling more personalized and efficient customer interactions. This move reflects the industry's shift towards AI-powered solutions to improve service quality and operational efficiency. Additionally, the increasing focus on remote work solutions has further boosted the demand for cloud-based call center software, as businesses seek to maintain seamless customer support operations regardless of physical location.

Asia Pacific

The Asia Pacific region is experiencing rapid growth in the cloud-based call center software market, driven by digital transformation initiatives across various industries and the increasing focus on enhancing customer experience. Countries like India, China, and Japan are leading this growth, with businesses recognizing the benefits of cloud-based solutions in terms of scalability, cost-effectiveness, and flexibility.

According to the Indian Ministry of Electronics and Information Technology, the country's cloud services market is projected to grow at a CAGR of 22.2% from 2023 to 2028, indicating a strong adoption trend for cloud-based technologies, including call center software. This growth is further accelerated by the region's large and growing customer service sector, which is embracing innovative technologies to improve efficiency and customer satisfaction.

Global Cloud-Based Call Center Software Market: Segmentation Analysis

The Global Cloud-Based Call Center Software Market is segmented based on Organization Size, End-User, And Geography.

Cloud-Based Call Center Software Market, By Organization Size

• Small and Medium Enterprise
• Large Enterprise

Based on Organization Size, the Cloud-Based Call Center Software Market is classified Small and Medium Enterprise and Large Enterprise. In the cloud-based call center software market, the Large Enterprise segment currently dominates, as these organizations have greater resources to invest in advanced technology and require robust solutions to manage high volumes of customer interactions. However, the Small and Medium Enterprise (SME) segment is rapidly growing, driven by the increasing availability of affordable cloud solutions that enable smaller businesses to enhance their customer service capabilities without significant upfront investments. This shift highlights the rising trend of digital transformation among SMEs, making them key players in the market's expansion.

Cloud-Based Call Center Software Market, By End-User

• Financial Services and Insurance (BFSI)
• Consumer Goods & Retail
• Government
• Healthcare
• IT & Telecom
• Travel & Hospitality

Based on End-User, Cloud Based Call Center Software Market is divided into Banking, Financial Services and Insurance (BFSI), Consumer Goods and Retail, Government, Healthcare, IT & Telecom, Travel & Hospitality. In the cloud-based call center software market, the Financial Services and Insurance (BFSI) segment currently dominates, driven by the need for efficient customer service and regulatory compliance in managing client interactions. However, the Healthcare segment is rapidly growing, fueled by increasing demand for patient engagement and streamlined communication amidst a digital transformation in the industry. This growth reflects a rising emphasis on customer-centric service delivery and improved patient experiences, positioning healthcare as a key area of expansion within the market.

Cloud-Based Call Center Software Market, By Geography

• North America
• Europe
• Asia Pacific
• Rest of the World

Based on Geography, the Global Cloud-Based Call Center Software Market is classified into North America, Europe, Asia Pacific, and the Rest of the World. In the cloud-based call center software market, North America currently dominates, largely due to its advanced technological infrastructure and high adoption rates among businesses seeking to enhance customer service efficiency. However, the Asia Pacific region is experiencing rapid growth, driven by increasing digital transformation initiatives and a burgeoning demand for customer engagement solutions across various industries. This trend reflects the region's expanding economies and growing awareness of the benefits of cloud technology in improving operational effectiveness.

Key Players

The "Global Cloud-Based Call Center Software Market" study report will provide valuable insight with an emphasis on the global market. The major players in the market are NICE Ltd., Fiveg, 8X8, Inc., Cisco Systems, Oracle Corporation, Genesys, New Voice Media, Aspect Software, Connect First, and Extreme Networks.

TABLE OF CONTENTS

1 INTRODUCTION OF GLOBAL CLOUD-BASED CALL CENTER SOFTWARE MARKET

• 1.1 Overview of the Market
• 1.2 Scope of Report
• 1.3 Assumptions

2 EXECUTIVE SUMMARY

3 RESEARCH METHODOLOGY OF VERIFIED MARKET RESEARCH

• 3.1 Data Mining
• 3.2 Validation
• 3.3 Primary Interviews
• 3.4 List of Data Sources

4 GLOBAL CLOUD-BASED CALL CENTER SOFTWARE MARKET OUTLOOK

• 4.1 Overview
• 4.2 Market Dynamics
  • 4.2.1 Drivers
  • 4.2.2 Restraints
  • 4.2.3 Opportunities
• 4.3 Porters Five Force Model
• 4.4 Value Chain Analysis

5 GLOBAL CLOUD-BASED CALL CENTER SOFTWARE MARKET, BY SIZE

• 5.1 Overview
• 5.2 Small and Medium Enterprise
• 5.3 Large Enterprise
• 5.4 Others

6 GLOBAL CLOUD-BASED CALL CENTER SOFTWARE MARKET, BY END USER

• 6.1 Overview
• 6.2 Bank, Financial Services and Insurance (BFSI)
• 6.3 Consumer Goods & Retail
• 6.4 Government
• 6.5 Healthcare
• 6.6 IT & Telecom
• 6.7 Travel & Hospitality
• 6.8 Others

7 GLOBAL CLOUD-BASED CALL CENTER SOFTWARE MARKET, BY GEOGRAPHY

• 7.1 Overview
• 7.2 North America
  • 7.2.1 U.S.
  • 7.2.2 Canada
  • 7.2.3 Mexico
• 7.3 Europe
  • 7.3.1 Germany
  • 7.3.2 U.K.
  • 7.3.3 France
  • 7.3.4 Rest of Europe
• 7.4 Asia Pacific
  • 7.4.1 China
  • 7.4.2 Japan
  • 7.4.3 India
  • 7.4.4 Rest of Asia Pacific
• 7.5 Rest of the World
  • 7.5.1 Latin America
  • 7.5.2 Middle East & Africa

8 GLOBAL CLOUD-BASED CALL CENTER SOFTWARE MARKET COMPETITIVE LANDSCAPE

• 8.1 Overview
• 8.2 Company Market Ranking
• 8.3 Key Development Strategies

9 COMPANY PROFILES

• 9.1 NICE Ltd. (Israel)
  • 9.1.1 Overview
  • 9.1.2 Financial Performance
  • 9.1.3 Product Outlook
  • 9.1.4 Key Developments
• 9.2 Five9 (US)
  • 9.2.1 Overview
  • 9.2.2 Financial Performance
  • 9.2.3 Product Outlook
  • 9.2.4 Key Developments
• 9.3 8x8 Inc. (US)
  • 9.3.1 Overview
  • 9.3.2 Financial Performance
  • 9.3.3 Product Outlook
  • 9.3.4 Key Developments
• 9.4 Cisco Systems (US)
  • 9.4.1 Overview
  • 9.4.2 Financial Performance
  • 9.4.3 Product Outlook
  • 9.4.4 Key Developments
• 9.5 Oracle Corporation (US)
  • 9.5.1 Overview
  • 9.5.2 Financial Performance
  • 9.5.3 Product Outlook
  • 9.5.4 Key Developments
• 9.6 Genesys (US)
  • 9.6.1 Overview
  • 9.6.2 Financial Performance
  • 9.6.3 Product Outlook
  • 9.6.4 Key Developments
• 9.7 NewVoiceMedia (UK)
  • 9.7.1 Overview
  • 9.7.2 Financial Performance
  • 9.7.3 Product Outlook
  • 9.7.4 Key Developments
• 9.8 Aspect Software (US)
  • 9.8.1 Overview
  • 9.8.2 Financial Performance
  • 9.8.3 Product Outlook
  • 9.8.4 Key Developments
• 9.9 Connect First (US)
  • 9.9.1 Overview
  • 9.9.2 Financial Performance
  • 9.9.3 Product Outlook
  • 9.9.4 Key Developments
• 9.10 Extreme Networks
  • 9.10.1 Overview
  • 9.10.2 Financial Performance
  • 9.10.3 Product Outlook
  • 9.10.4 Key Developments

10 Appendix

• 10.1 Related Research