全球虚拟客服中心(VOC) 软体市场规模（按类型、应用、区域范围和预测）

虚拟客服中心（VOC）软体市场规模与预测

虚拟客服中心(VOC) 软体市场规模近年来一直以中等速度成长，成长率显着，2026-2032 年的市场规模、估计和预测显示该市场将大幅成长。

允许远距办公的公司生产力提高，如果可以灵活办公，大多数员工更愿意留在现有雇主处工作，这预计将提振全球市场的需求。这些因素正在推动虚拟呼叫中心 (VOC) 软体市场的扩张。由于公共和私营部门虚拟客服中心(VOC) 软体市场交易量的不断增长，预计该市场将快速成长。本研究报告对全球虚拟客服中心(VOC) 软体市场进行了全面的评估和分析，全面分析了关键细分市场、趋势、市场驱动因素、限制因素、竞争格局以及影响市场的关键因素。

虚拟客服中心(VOC) 软体市场规模在过去几年中一直以适度的速度成长，成长率相当高，预计在预测期内，即 2026-2032 年，市场将大幅成长。

全球虚拟客服中心（VOC）软体市场定义

虚拟客服中心可以直接拨打座席的行动电话。与传统的座席固定办公桌办公模式不同，虚拟客服中心允许座席随时随地远端办公，甚至在旅途中也能工作。由于虚拟客服中心云端基础，因此无需设定昂贵且笨重的设备（例如 EPABX 系统）。初始设定完成后，座席只需一部行动电话即可管理入境和呼出电话。

由于通话会被路由到座席的行动电话，因此无需依赖网路。远端客服中心让您可以灵活地在世界任何地方僱用座席，如果您的支援依赖在不同时区工作的人员，这将尤其有用。该软体包含详细的业务分析和报告，可为您提供改善客户服务所需的可见度和洞察力，从而助力您的业务发展。虚拟客服中心的设定和配置极为简单，您可以随时变更呼叫流程并移除或取代使用者。

全球虚拟客服中心（VOC）软体市场概览

虚拟客服中心(VOC) 软体不仅能为企业带来成本效益，还能提升流程效率。所有内部功能均透过虚拟客服中心(VOC) 软体实现标准化，从而确保整个流程顺畅且有效率。此外，生产力和员工满意度的提高、智慧型手机的广泛普及、企业硬体成本的降低以及行动数据和行动装置使用量的增加，都是推动全球市场成长的关键因素。

人工智慧和分析技术的市场引入为供应商提供无缝客户体验开闢了新领域。合理利用这些技术，企业可以获得有助于业务决策的资讯和洞察。虚拟客服中心已经意识到采用这些技术的优势和潜力，并已开始在其係统中实施。然而，缺乏软体解决方案知识、软体基础设施技能和资源的部署，以及客户对这些整合系统安全问题的政策，可能会限制其发展。

目录

第一章：全球虚拟客服中心（VC）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

第四章全球虚拟客服中心（VC）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

第五章全球虚拟客服中心（VC）软体市场（按类型）

• 概述
• 云端基础
• 基于网路

第六章全球虚拟客服中心（VC）软体市场（按应用）

• 概述
• 大公司
• 小型企业

7. 全球虚拟客服中心（VC）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 8 章：全球虚拟客服中心(VC) 软体市场的竞争格局

• 概述
• 各公司市场排名
• 重点发展策略

第九章 公司简介

• Five9
• Aspect
• eTollFree
• Twilio Flex
• Genesys
• Talkdesk
• ChaseData
• Nextiva
• NICE inContact
• Sharpen

第十章 附录

• 相关调查

Virtual Call Center (VOC) Software Market Size And Forecast

Virtual Call Center (VOC) Software Market size is growing at a moderate pace with substantial growth rates over the last few years and is estimated that the market will grow significantly in the forecasted period i.e. 2026 to 2032.

Companies allowing remote work resulted in an increase in productivity as well as most of the workers would be more willing to stay with their current employer if they could work flexible hours, this is anticipated to boost demand from the global market. Owing to these factors the market for VOC Software is enhancing. The market is expected to grow at a rapid pace due to the increase in the number of deals in the Virtual Call Center (VOC) Software Market across public and private sectors. The Global Virtual Call Center (VOC) Software Market report provides a holistic evaluation of the market. The report offers a comprehensive analysis of key segments, trends, drivers, restraints, competitive landscape, and factors that are playing a substantial role in the market.

Virtual Call Center (VOC) Software Market size is growing at a moderate pace with substantial growth rates over the last few years and is estimated that the market will grow significantly in the forecasted period i.e. 2026 to 2032.

Global Virtual Call Center (VOC) Software Market Definition

A virtual call centre lets you route calls directly to agents' mobile phones. Instead of a typical setup where agents are chained to their desks, a virtual call centre enables agents to work remotely from anywhere, anytime, or while they are travelling. Since virtual call centres are cloud-based, there's no need to go through the hassle of setting up expensive and bulky equipment like EPABX systems. After the initial setup, agents only require a mobile phone to manage both inbound and outbound calls.

As calls are routed to the agent's phone, there's no dependency on the internet. With a remote call center, you get the flexibility of hiring agents from any part of the world. It is especially useful if your support relies on people working in different time zones. The software offers in-depth business analytics and reports that give you the visibility and insights required to improve your customer service, thereby helping your business. Virtual call centers are extremely easy to set up and configure, and you can make changes to the call flow, and delete or modify users on the go.

Global Virtual Call Center (VOC) Software Market Overview

Apart from being cost-efficient, Virtual Call Center (VOC) Software also provide process efficiency to the companies. All the internal functions are standardized using Virtual Call Center (VOC) Software, therefore making the whole process smooth and efficient. Furthermore, increasing productivity and employee satisfaction increased Smartphone penetration, reduced hardware cost for enterprises, increasing Mobile Data and Mobile Devices are the major factor for boosting the market growth globally.

The adoption of artificial intelligence and analytics in the market has opened new realms of opportunities for the vendors to provide a seamless customer experience. By making proper use of these technologies, enterprises have access to information and insights that can drive business decisions. Virtual call centers have realized the benefits and potential of adopting these technologies and have started implementing them into their systems. However, the lack of knowledge of software solutions, the software infrastructure skills and resource deployment, and client policies on security issues of these integrated systems may limit the ability of market development.

Global Virtual Call Center (VOC) Software Market: Segmentation Analysis

The Global Virtual Call Center (VOC) Software Market is segmented on the basis of Type, Application, And Geography.

Virtual Call Center (VOC) Software Market, By Type

• Cloud-Based
• Web-Based

Based on Type, The market is bifurcated into Cloud-Based and Web-Based.

Virtual Call Center (VOC) Software Market, By Application

• Large Enterprises
• SMEs

Based on Application, The market is bifurcated into Large Enterprises and SMEs.The Large Enterprises segment is expected to gain a larger market share during the forecast period. Moreover, the adoption of virtual call center software has become an integral part of large enterprises to sustain their position in the highly competitive market. Furthermore, large enterprises prefer implementing software and services that are expected to assist them in enhancing their profit.

Virtual Call Center (VOC) Software Market, By Geography

• North America
• Europe
• Asia Pacific
• Rest of the world
• On the basis of Geography, The Global Virtual Call Center (VOC) Software Market is classified into North America, Europe, Asia Pacific, and the Rest of the world. North America has the first-mover advantage of adopting new technologies, such as big data and cloud platforms. Moreover, there has been an increasing demand among enterprises to increase their overall productivity by optimizing inbound and outbound operations in the region.
• Several companies willingly invest in North America due to the presence of many large enterprises in the region. These factors along with a stable economy, technology enhancements, and optimized infrastructure costs are expected to drive the North American market. APAC is expected to be the fastest-growing region in the global market, owing to the presence of a considerable number of SMEs and a broad customer base in the region.

Key Players

The "Global Virtual Call Center (VOC) Software Market" study report will provide valuable insight with an emphasis on the global market. The major players in the market are Five9, Aspect, eTollFree, Twilio Flex, Genesys, Talkdesk, ChaseData, Nextiva, NICE inContact, Sharpen. The competitive landscape section also includes key development strategies, market share, and market ranking analysis of the above-mentioned players globally.

TABLE OF CONTENTS

1 INTRODUCTION OF GLOBAL VIRTUAL CALL CENTER (VOC) 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 VIRTUAL CALL CENTER (VOC) 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 VIRTUAL CALL CENTER (VOC) SOFTWARE MARKET, BY TYPE

• 5.1 Overview
• 5.2 Cloud Based
• 5.3 Web Based

6 GLOBAL VIRTUAL CALL CENTER (VOC) SOFTWARE MARKET, BY APPLICATION

• 6.1 Overview
• 6.2 Large Enterprises
• 6.3 SMEs

7 GLOBAL VIRTUAL CALL CENTER (VOC) 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 VIRTUAL CALL CENTER (VOC) SOFTWARE MARKET COMPETITIVE LANDSCAPE

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

9 COMPANY PROFILES

• 9.1 Five9
  • 9.1.1 Overview
  • 9.1.2 Financial Performance
  • 9.1.3 Product Outlook
  • 9.1.4 Key Developments
• 9.2 Aspect
  • 9.2.1 Overview
  • 9.2.2 Financial Performance
  • 9.2.3 Product Outlook
  • 9.2.4 Key Developments
• 9.3 eTollFree
  • 9.3.1 Overview
  • 9.3.2 Financial Performance
  • 9.3.3 Product Outlook
  • 9.3.4 Key Developments
• 9.4 Twilio Flex
  • 9.4.1 Overview
  • 9.4.2 Financial Performance
  • 9.4.3 Product Outlook
  • 9.4.4 Key Developments
• 9.5 Genesys
  • 9.5.1 Overview
  • 9.5.2 Financial Performance
  • 9.5.3 Product Outlook
  • 9.5.4 Key Developments
• 9.6 Talkdesk
  • 9.6.1 Overview
  • 9.6.2 Financial Performance
  • 9.6.3 Product Outlook
  • 9.6.4 Key Developments
• 9.7 ChaseData
  • 9.7.1 Overview
  • 9.7.2 Financial Performance
  • 9.7.3 Product Outlook
  • 9.7.4 Key Developments
• 9.8 Nextiva
  • 9.8.1 Overview
  • 9.8.2 Financial Performance
  • 9.8.3 Product Outlook
  • 9.8.4 Key Developments
• 9.9 NICE inContact
  • 9.9.1 Overview
  • 9.9.2 Financial Performance
  • 9.9.3 Product Outlook
  • 9.9.4 Key Developments
• 9.10 Sharpen
  • 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