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全球客服中心基础设施软体市场按组件、部署、公司类型、行业垂直、区域范围和预测划分：

Global Contact Center Infrastructure Software Market By Component, By Deployment, By Enterprise Type, By Vertical, By Geographic Scope and Forecast

出版日期: 2025年05月08日 | 出版商:

Verified Market Research | 英文 202 Pages | 商品交期: 2-3个工作天内

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简介目录

全球客服中心平台软体市场规模及预测

2024 年全球客服中心基础设施软体市场规模为 293.2 亿美元，预计到 2032 年将达到 831.6 亿美元，2026 年至 2032 年的复合年增长率为 13.92%。

客服中心基础设施软体是用于管理和简化客服中心业务的一套工具和技术，包括透过电话、电子邮件、聊天和社群媒体与客户互动。它通常包含自动呼叫分配、互动式语音应答、员工管理和分析等功能。

该软体广泛应用于零售、医疗保健、金融和通讯等行业，以改善客户服务、提高代理效率并管理大量客户互动，帮助企业提供一致、个人化和高效的客户体验，从而提高客户满意度和忠诚度。

在云端基础解决方案、人工智慧 (AI) 和全通路功能的日益普及的推动下，客服中心基础设施软体未来有望实现显着成长。人工智慧与高级分析和自动化的整合，加上对客户体验的日益关注，将推动该领域的创新，使其成为任何现代客户服务策略的重要组成部分。

全球客服中心基础设施软体市场动态

影响全球客服中心基础设施软体市场的关键市场动态：

关键市场驱动因素

改善客户体验的需求不断增加：对改善客户满意度的需求不断增加：随着企业优先考虑客户满意度，对能够透过多种管道提供个人化和高效客户互动的先进客服中心解决方案的需求不断增加，从而导致采用先进的基础设施软体。

转向云端基础解决方案：云端基础客服中心软体凭藉其扩充性、灵活性和成本效益，已成为各种规模企业的理想选择。随着企业寻求客户服务业务的现代化，这种转变正在加速市场成长。

人工智慧和自动化的整合：在客服中心软体中引入人工智慧和自动化，透过改进预测分析、聊天机器人、自动化工作流程等功能，提高了代理效率和客户服务成果。随着企业对人工智慧解决方案的投资，这一趋势正在推动市场成长。

全通路沟通的成长：社群媒体、通讯应用程式和即时聊天等多种沟通管道的使用日益增多，推动了对能够管理跨平台互动的客服中心基础设施软体的需求。全通路支援的需求正在推动更整合、更全面的软体解决方案的发展。

主要挑战

高昂的实施和维护成本：实施和维护现代客服中心基础设施软体的成本可能很高，尤其是对于中小型企业 (SME) 而言。这些成本不仅包括初始设置，还包括持续的升级、培训和 IT 支持，可能会成为采用这些软体的障碍。

资料安全和隐私问题：客服中心处理大量敏感的客户数据，因此遵守资料安全和隐私法规是一项重大挑战。资料外洩的风险以及遵守各种全球法规的复杂性，使得采用新的软体解决方案变得困难重重。

与旧有系统整合：许多公司使用的旧有系统难以与现代客服中心基础设施软体整合。这种相容性不足可能导致营运效率低下、成本增加，以及迁移到更高阶解决方案的困难。

全通路通讯管理的复杂性：儘管全通路通讯日益普及，但管理和同步跨多个管道（电话、电子邮件、聊天、社群媒体）的客户互动依然困难重重。客服中心基础设施供应商在确保所有平台上无缝一致的客户体验方面仍面临重大挑战。

主要趋势：

人工智慧和机器学习的应用。人工智慧 (AI) 和机器学习在客服中心软体中的引入，正在彻底改变客户服务业务。聊天机器人、预测分析和自动化工作流程等人工智慧工具正变得越来越普遍，从而实现了更有效率、更个人化的客户互动。

转向云端基础客服中心：从本地部署到云端基础客服中心基础架构的转变十分显着。云端解决方案因其扩充性、灵活且经济高效的特点，在寻求客服中心现代化的企业中越来越受欢迎。

全通路通讯的成长：客户越来越期望跨多个管道（电话、电子邮件、聊天、社群媒体等）实现无缝互动。客服中心软体正在不断发展，以提供统一的平台来管理和整合这些不同的沟通管道。

专注于客户经验(CX)：提升客户经验(CX) 是企业的首要任务，这推动了对先进客服中心解决方案的需求。即时分析、情绪分析和个人化客户旅程已成为客服中心软体提升客户体验日益重要的元素。

Contact Center Infrastructure Software is a set of tools and technologies used to manage and streamline contact center operations, including handling customer interactions via phone, email, chat, and social media. It typically includes features such as automated call distribution, interactive voice response, workforce management, and analytics.

This software is widely used in industries such as retail, healthcare, finance, and telecommunications to improve customer service, increase agent efficiency, and manage large numbers of customer interactions. It enables businesses to provide consistent, personalized, and efficient customer experiences, which increases customer satisfaction and loyalty.

The future of contact center infrastructure software is poised for significant growth, driven by the increasing adoption of cloud-based solutions and artificial intelligence (AI). Omnichannel capabilities. The integration of AI for advanced analytics and automation, combined with a growing emphasis on customer experience, will drive innovation in this field, making it an essential component of modern customer service strategies.

Global Contact Center Infrastructure Software Market Dynamics

The key market dynamics that are shaping the global contact center infrastructure software market include:

Key Market Drivers:

Growing Demand for Improved Customer Experience: As businesses prioritize customer satisfaction, there is an increasing demand for advanced contact center solutions that can provide personalized and efficient customer interactions across multiple channels, resulting in the adoption of sophisticated infrastructure software.

Switch to Cloud-Based Solutions: The transition to cloud-based contact center software provides increased scalability, flexibility, and cost-effectiveness, making it an appealing option for businesses of all sizes. This shift is accelerating market growth as businesses seek to modernize their customer service operations.

Integration of AI and Automation: The use of AI and automation in contact center software improves capabilities such as predictive analytics, chatbots, and automated workflows, all of which improve agent efficiency and customer service results. This trend is driving market growth as companies invest in AI-powered solutions.

Growth of Omnichannel Communication: The growing use of diverse communication channels such as social media, messaging apps, and live chat necessitates contact center infrastructure software that can manage interactions across multiple platforms. The demand for omnichannel support is driving the development of more integrated and comprehensive software solutions.

Key Challenges:

High Implementation and Maintenance Costs: Implementing and maintaining advanced contact center infrastructure software can be costly, especially for small and medium-sized businesses (SMEs). These expenses cover not only the initial setup but also ongoing upgrades, training, and IT support, which can be a barrier to adoption.

Data Security and Privacy Concerns: Contact centers handle large amounts of sensitive customer data, making data security and compliance with privacy regulations a significant challenge. The risk of data breaches, as well as the complexities of complying with various global regulations, can make it difficult to adopt new software solutions.

Integration with legacy systems: Many organizations still use legacy systems that may not be easily integrated with modern contact center infrastructure software. This lack of compatibility can result in operational inefficiencies, increased costs, and difficulty transitioning to more advanced solutions.

Complexity of Managing Omnichannel Communication: While omnichannel communication is becoming more popular, managing and synchronizing customer interactions across multiple channels (phone, email, chat, and social media) can be challenging. Contact center infrastructure providers continue to face significant challenges in ensuring a seamless and consistent customer experience across all platforms.

Key Trends:

Adoption of AI and Machine Learning. The incorporation of artificial intelligence (AI) and machine learning into contact center software is revolutionizing customer service operations. AI-powered tools such as chatbots, predictive analytics, and automated workflows are becoming commonplace, allowing for more efficient and personalized customer interactions.

Switch to Cloud-Based Contact Centers: There is a significant shift from on-premises to cloud-based contact center infrastructure. Cloud solutions provide greater scalability, flexibility, and cost-effectiveness, making them increasingly popular among companies looking to modernize their contact centers.

Growth in Omnichannel Communication: Customers increasingly expect seamless interactions across multiple channels (phone, email, chat, social media, and so on). Contact center software is evolving to offer unified platforms for managing and integrating these various communication channels.

Focus on Customer Experience (CX): Improving customer experience (CX) is a top priority for businesses, fueling demand for advanced contact center solutions. Real-time analytics, sentiment analysis, and personalized customer journeys are increasingly important components of contact center software for improving CX.

Global Contact Center Infrastructure Software Market Regional Analysis

Here is a more detailed regional analysis of the global contact center infrastructure software market:

North America:

North America dominates the contact center infrastructure software market, owing to its advanced technological landscape, high adoption rates of cloud-based solutions, and strong emphasis on customer experience management. The United States, in particular, plays an important role because of its large base of enterprises and the presence of leading software providers who are constantly innovating to meet the changing needs of business. The region's robust IT infrastructure, combined with a high demand for AI and machine learning-based analytics tools, improves contact center capabilities, reinforcing North America's market leadership.

In June 2024, Salesforce announced that it would expand its contact center infrastructure capabilities with new AI-powered features in its Service Cloud, with the goal of improving customer interactions and agent productivity.

Furthermore, in March 2024, the US government issued new guidelines to improve data security and privacy in cloud-based contact center solutions, resulting in increased investment in secure and compliant software platforms. These advancements, combined with ongoing investments in innovation and regulatory support, help to maintain North America's dominance in the global contact center infrastructure software market.

Asia Pacific:

Asia Pacific is the fastest-growing region in the contact center infrastructure software market, owing to rapid digital transformation and the expansion of customer service operations across multiple industries. Countries such as India, China, and the Philippines are driving this growth, owing to the increased adoption of cloud-based contact center solutions and the region's status as a global outsourcing hub. Rising demand for better customer experiences, as well as the adoption of AI-powered analytics tools, are driving the market forward. Furthermore, the region's large and growing population is encouraging businesses to invest in more sophisticated contact center infrastructure to efficiently manage customer interactions.

In April 2024, Tata Communications announced the launch of a new cloud-based contact center platform in India, with the goal of assisting businesses in scaling their customer service operations more effectively.

Furthermore, in May 2024, China's government issued new regulations to support businesses' digital transformation, including incentives for implementing advanced customer service technologies. These initiatives, combined with increased investment from both domestic and international companies, are propelling Asia Pacific's contact center infrastructure software market forward, making it the world's fastest-growing region.

Global Contact Center Infrastructure Software Market: Segmentation Analysis

The Global Contact Center Infrastructure Software Market is segmented on the basis of By Component, By Deployment, By Enterprise Type, By Vertical and Geography.

Global Contact Center Infrastructure Software Market, By Component

Solution
Services

Based on Component, the Global Contact Center Infrastructure Software Market is segmented into Solution and Services. The Solution segment dominates the global contact center infrastructure software market, owing to the high demand for advanced software tools that improve customer interactions and streamline contact center operations. The fastest-growing segment is Services, which is driven by an increased demand for professional services such as implementation, consulting, and support to optimize and maintain contact center software solutions.

Global Contact Center Infrastructure Software Market, By Deployment

Cloud
On-Premise

Based on Deployment, the Global Contact Center Infrastructure Software Market is segmented into Cloud and On-Premise. The cloud segment dominates the global contact center infrastructure software market as it provides scalability, flexibility, and cost savings, making it the preferred option for many businesses. The On-Premise segment is still the second fastest-growing, driven by organizations with stringent data security requirements and those who prefer to maintain complete control over their contact center infrastructure.

Global Contact Center Infrastructure Software Market, By Enterprise Type

Small & Medium Enterprises
Large Enterprises

Based on Enterprise Type, the global market is segmented into Small & Medium Enterprises and Large Enterprises. The large enterprises segment dominates the global contact center infrastructure software market because they have the resources to invest in advanced infrastructure and need to manage large volumes of customer interactions. The second fastest-growing segment is Small and Medium Enterprises (SMEs), which is being driven by the increasing availability of low-cost cloud-based solutions that enable smaller businesses to implement sophisticated contact center software.

Global Contact Center Infrastructure Software Market, By Vertical

Banking, Financial Services and Insurance (BFSI)
ITES
IT and Telecom
Government
Healthcare
Consumer Goods & Retail
Travel & Hospitality
Media & Entertainment

Based on Vertical, the global market is segmented into BFSI, ITES, IT and Telecom, Government, Healthcare, Consumer Goods & Retail, Travel & Hospitality, Media & Entertainment. The BFSI (Banking, Financial Services, and Insurance) segment dominates the global contact center infrastructure software market because financial institutions need reliable and secure contact center solutions to manage sensitive customer interactions and provide high-quality service. The second fastest-growing segment is healthcare, which is being driven by an increasing demand for efficient patient communication, appointment management, and telehealth services, particularly in the wake of healthcare's digital transformation.

Global Contact Center Infrastructure Software Market, By Geography

North America
Europe
Asia Pacific
Rest of the World

Based on the Geography, the global market are classified into North America, Europe, Asia Pacific, and Rest of World. North America dominates the global contact center infrastructure software market due to advanced technology adoption, significant investment in IT infrastructure, and the presence of leading software providers. Asia Pacific is the second fastest-growing region, driven by rapid digital transformation, increased adoption of cloud-based solutions, and an expanding customer service sector in key economies such as China and India.

Key Players

The "Global Contact Center Infrastructure Software Market" study report will provide valuable insight with an emphasis on the global market. The major players in the market are NICE, Genesys, Amazon Web Services (AWS), Five9, Twilio, Mitel, SAP, Dixa, Google Cloud.

Our market analysis also entails a section solely dedicated to such major players wherein our analysts provide an insight into the financial statements of all the major players, along with its product benchmarking and SWOT analysis. The competitive landscape section also includes key development strategies, market share, and market ranking analysis of the above-mentioned players globally.

Global Contact Center Infrastructure Software Market: Recent Developments
In April 2024, Avaya has released an upgraded version of its Avaya OneCloud CCaaS (Contact Center as a Service) platform, which includes improved omnichannel support and advanced security features to meet the growing demand for integrated customer service management.
In March 2024, NICE added new capabilities to its NICE CXone cloud contact center platform, with a focus on AI-powered customer insights and workforce optimization. These enhancements aim to improve operational efficiency and customer satisfaction.
In February 2024, Genesys has announced a major update to its Genesys Cloud CX platform, which includes expanded AI capabilities and improved integration with CRM systems. This update aims to improve customer interactions and provide more detailed insights into customer behavior.

1. Introduction

Market Definition
Market Segmentation
Research Methodology

2. Executive Summary

Key Findings
Market Overview
Market Highlights

3. Market Overview

Market Size and Growth Potential
Market Trends
Market Drivers
Market Restraints
Market Opportunities
Porter's Five Forces Analysis

4. Contact Center Infrastructure Software Market, By Component

Solution
Services

5. Contact Center Infrastructure Software Market, By Deployment

On-premises
Cloud-based

6. Contact Center Infrastructure Software Market, By Enterprise Type

Small & Medium Enterprises
Large Enterprises

7. Contact Center Infrastructure Software Market, By Vertical

Banking, Financial Services and Insurance (BFSI)
ITES
IT and Telecom
Government
Healthcare
Consumer Goods & Retail
Travel & Hospitality
Media & Entertainment

8. Regional Analysis

North America
United States
Canada
Mexico
Europe
United Kingdom
Germany
France
Italy
Asia-Pacific
China
Japan
India
Australia
Latin America
Brazil
Argentina
Chile
Middle East and Africa
South Africa
Saudi Arabia
UAE

9. Market Dynamics

Market Drivers
Market Restraints
Market Opportunities
Impact of COVID-19 on the Market

10. Competitive Landscape

Key Players
Market Share Analysis

11. Company Profiles

NICE (Israel)
Genesys (US)
Amazon Web Services (AWS) (US)
Five9 (US)
Twilio (US)
Cisco (US)
Mitel (Canada)
SAP (Germany)
Dixa (Denmark)
Google Cloud (US)

12. Market Outlook and Opportunities

Emerging Technologies
Future Market Trends
Investment Opportunities

13. Appendix

List of Abbreviations
Sources and References

02-2729-4219

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License/价格

全球客服中心基础设施软体市场按组件、部署、公司类型、行业垂直、区域范围和预测划分：

Global Contact Center Infrastructure Software Market By Component, By Deployment, By Enterprise Type, By Vertical, By Geographic Scope and Forecast

全球客服中心平台软体市场规模及预测

全球客服中心基础设施软体市场动态

目录

第一章 引言

第二章执行摘要

第三章市场概述

第四章客服中心基础设施软体市场（按组件）

第五章客服中心平台软体市场（按部署）

第六章客服中心基础设施软体市场（依公司类型）

第七章 按产业分類的客服中心基础设施软体市场

第八章区域分析

第九章市场动态

第十章 竞争格局

第十一章 公司简介

第十二章 市场展望市场展望与机会

第十三章 附录

Global Contact Center Infrastructure Software Market Size and Forecast