按軟體類型、部署和地區分類的客服中心品質保證軟體市場

Contact Center Quality Assurance Software Market, By Software Type, By Deployment, By Geography

出版日期: 2025年03月21日 | 出版商:

Coherent Market Insights | 英文 160 Pages | 商品交期: 2-3個工作天內

價格

簡介目錄

2025 年全球客服中心品質保證軟體市場規模估計為 22.5 億美元，預計到 2032 年將達到 40.9 億美元，2025 年至 2032 年的年複合成長率（CAGR）為 8.9%。

報告範圍		報告詳細資訊
基準年	2024	2025年的市場規模	22.5億美元
效能數據	從2020年到2024年	預測期	2025年至2032年
預測期：2025-2032年複合年成長率：	8.90%	2032年價值預測	40.9億美元

數字。 2025年客服中心品質保證軟體市場佔有率（按地區分類）

由於人們越來越關注客戶經驗管理以及客服中心擴大採用人工智慧主導的分析，市場正在經歷顯著擴張。各行各業的企業都在投資品質保證 (QA) 軟體來監控、分析和提高代理商的績效，同時確保遵守法規。雲端基礎的客服中心解決方案、全通路通訊和人力資源最佳化工具的興起進一步推動了市場成長。然而，高實施成本和對資料安全的擔憂等挑戰繼續影響市場動態。

市場動態：

全球客服中心品質保證軟體市場的成長是由對人工智慧分析和自動化工具日益成長的需求所推動的，這些工具可以增強客戶互動並提高業務效率。企業擴大採用語音和文字分析、即時監控和人力資源最佳化解決方案來確保高品質的服務。然而，與舊有系統整合的複雜性以及對資料隱私法規的擔憂對市場擴張構成了顯著挑戰。日益轉向雲端基礎和遠端客服中心為可擴展的、人工智慧主導的QA 解決方案創造了機會。此外，機器學習、情緒分析和機器人流程自動化 (RPA) 等先進技術的整合正在改變市場，為工業企業提供新的成長途徑。

本研究的主要特點

本報告對客服中心品質保證軟體市場進行了詳細分析，並以 2024 年為基準年，給出了預測期（2025-2032 年）的市場規模和年複合成長率（CAGR%）。

它還強調了各個領域的潛在商機，並說明了該市場的有吸引力的投資提案矩陣。

它還提供了有關市場促進因素、限制因素、機會、新產品發布和核准、市場趨勢、區域前景和主要企業採用的競爭策略的重要見解。

客服中心品質保證軟體市場的主要企業是根據公司亮點、產品系列、關鍵亮點、業務績效和策略等參數進行的分析。

該研究包括阿爾卡特朗訊企業公司、Genesys、微軟公司、Avaya 公司、思科系統公司、SAP SE、Nice Systems Ltd.、Five9 Inc.、NEC 公司、華為科技有限公司、亞馬遜網路服務公司、Mitel Networks Corp.、RingCentral 公司、甲骨文公司和 Aspect Software。

本報告的見解將使負責人和公司經營團隊能夠就未來的產品發布、類型升級、市場擴張和行銷策略做出明智的決策。

本研究報告針對該產業的各個相關人員，包括投資者、供應商、產品製造商、經銷商、新進業者和財務分析師。

Report Coverage	Report Details
Base Year:	2024	Market Size in 2025:	USD 2.25 Bn
Historical Data for:	2020 To 2024	Forecast Period:	2025 To 2032
Forecast Period 2025 to 2032 CAGR:	8.90%	2032 Value Projection:	USD 4.09 Bn

The market has witnessed significant expansion due to the growing emphasis on customer experience management and the increasing adoption of AI-driven analytics in contact centers. Businesses across industries are investing in quality assurance (QA) software to monitor, analyze, and enhance agent performance while ensuring regulatory compliance. The rise of cloud-based contact center solutions, omnichannel communication, and workforce optimization tools have further fueled market growth. However, challenges such as high implementation costs and data security concerns continue to influence market dynamics.

Market Dynamics:

The global contact center quality assurance software market growth is driven by the growing demand for AI-powered analytics and automation tools that enhance customer interactions and improve operational efficiency. Companies are increasingly adopting speech and text analytics, real-time monitoring, and workforce optimization solutions to ensure high service quality. However, integration complexities with legacy systems and concerns over data privacy regulations pose notable challenges to market expansion. The increasing shift toward cloud-based and remote contact centers has created opportunities for scalable and AI-driven QA solutions. Additionally, the integration of advanced technologies such as machine learning, sentiment analysis, and robotic process automation (RPA) is transforming the market, offering new growth avenues for industry players.

Key Features of the Study:

This report provides in-depth analysis of the contact center quality assurance software market, and provides market size (US$ Billion) and compound annual growth rate (CAGR%) for the forecast period (2025-2032), considering 2024 as the base year

It elucidates potential revenue opportunities across different segments and explains attractive investment proposition matrices for this market

This study also provides key insights about market drivers, restraints, opportunities, new product launches or approvals, market trends, regional outlook, and competitive strategies adopted by key players

It profiles key players in the contact center quality assurance software market based on the following parameters - company highlights, products portfolio, key highlights, financial performance, and strategies

Key companies covered as a part of this study include Alcatel-Lucent Enterprise, Genesys, Microsoft Corporation, Avaya Inc., Cisco Systems Inc., SAP SE, Nice Systems Ltd., Five9 Inc., NEC Corporation, Huawei Technologies Co. Ltd., Amazon Web Services, Inc., Mitel Networks Corp., RingCentral, Inc., Oracle Corp., Aspect Software

Insights from this report would allow marketers and the management authorities of the companies to make informed decisions regarding their future product launches, type up-gradation, market expansion, and marketing tactics

The global contact center quality assurance software market report caters to various stakeholders in this industry including investors, suppliers, product manufacturers, distributors, new entrants, and financial analysts

Market Segmentation

Software Type Insights (Revenue, USD Bn, 2020 - 2032)
- Inbound Contact Center
- IVR Systems
- ACD
- CTI
- Workforce Management
- Reporting & Analytics
- Quality Management
Deployment Insights (Revenue, USD Bn, 2020 - 2032)
- Cloud-Based
- On-Premises
Regional Insights (Revenue, USD Bn, 2020 - 2032)
- North America
- U.S.
- Canada
- Latin America
- Brazil
- Argentina
- Mexico
- Rest of Latin America
- Europe
- Germany
- U.K.
- Spain
- France
- Italy
- Russia
- Rest of Europe
- Asia Pacific
- China
- India
- Japan
- Australia
- South Korea
- ASEAN
- Rest of Asia Pacific
- Middle East
- GCC Countries
- Israel
- Rest of Middle East
- Africa
- South Africa
- North Africa
- Central Africa
Key Players Insights
- Alcatel-Lucent Enterprise
- Genesys
- Microsoft Corporation
- Avaya Inc.
- Cisco Systems Inc.
- SAP SE
- Nice Systems Ltd.
- Five9 Inc.
- NEC Corporation
- Huawei Technologies Co. Ltd.
- Amazon Web Services, Inc.
- Mitel Networks Corp.
- RingCentral, Inc.
- Oracle Corp.
- Aspect Software

1. Research Objectives and Assumptions

Research Objectives
Assumptions
Abbreviations

2. Market Purview

Report Description
- Market Definition and Scope
Executive Summary
- Global Contact Center Quality Assurance Software Market, By Software Type
- Global Contact Center Quality Assurance Software Market, By Deployment
- Global Contact Center Quality Assurance Software Market, By Region

3. Market Dynamics, Regulations, and Trends Analysis

Market Dynamics
Impact Analysis
Key Highlights
Regulatory Scenario
Product Launches/Approvals
PEST Analysis
PORTER's Analysis
Market Opportunities
Regulatory Scenario
Key Developments
Industry Trends

4. Global Contact Center Quality Assurance Software Market, By Software Type, 2020-2032, (USD Bn)

Introduction
- Market Share Analysis, 2025 and 2032 (%)
- Y-o-Y Growth Analysis, 2021 - 2032
- Segment Trends
Inbound Contact Center
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2020-2032, (USD Bn)
IVR Systems
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2020-2032, (USD Bn)
ACD
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2020-2032, (USD Bn)
CTI
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2020-2032, (USD Bn)
Workforce Management
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2020-2032, (USD Bn)
Reporting & Analytics
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2020-2032, (USD Bn)
Quality Management
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2020-2032, (USD Bn)

5. Global Contact Center Quality Assurance Software Market, By Deployment, 2020-2032, (USD Bn)

Introduction
- Market Share Analysis, 2025 and 2032 (%)
- Y-o-Y Growth Analysis, 2021 - 2032
- Segment Trends
Cloud-based
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2020-2032, (USD Bn)
On-Premises
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2020-2032, (USD Bn)

6. Global Contact Center Quality Assurance Software Market, By Region, 2020 - 2032, Value (USD Bn)

Introduction
- Market Share (%) Analysis, 2025, 2028 & 2032, Value (USD Bn)
- Market Y-o-Y Growth Analysis (%), 2021 - 2032, Value (USD Bn)
- Regional Trends
North America
- Introduction
- Market Size and Forecast, By Software Type, 2020 - 2032, Value (USD Bn)
- Market Size and Forecast, By Deployment, 2020 - 2032, Value (USD Bn)
- Market Size and Forecast, By Country, 2020 - 2032, Value (USD Bn)
  - U.S.
  - Canada
Latin America
- Introduction
- Market Size and Forecast, By Software Type, 2020 - 2032, Value (USD Bn)
- Market Size and Forecast, By Deployment, 2020 - 2032, Value (USD Bn)
- Market Size and Forecast, By Country, 2020 - 2032, Value (USD Bn)
  - Brazil
  - Argentina
  - Mexico
  - Rest of Latin America
Europe
- Introduction
- Market Size and Forecast, By Software Type, 2020 - 2032, Value (USD Bn)
- Market Size and Forecast, By Deployment, 2020 - 2032, Value (USD Bn)
- Market Size and Forecast, By Country, 2020 - 2032, Value (USD Bn)
  - Germany
  - U.K.
  - Spain
  - France
  - Italy
  - Russia
  - Rest of Europe
Asia Pacific
- Introduction
- Market Size and Forecast, By Software Type, 2020 - 2032, Value (USD Bn)
- Market Size and Forecast, By Deployment, 2020 - 2032, Value (USD Bn)
- Market Size and Forecast, By Country, 2020 - 2032, Value (USD Bn)
  - China
  - India
  - Japan
  - Australia
  - South Korea
  - ASEAN
  - Rest of Asia Pacific
Middle East
- Introduction
- Market Size and Forecast, By Software Type, 2020 - 2032, Value (USD Bn)
- Market Size and Forecast, By Deployment, 2020 - 2032, Value (USD Bn)
- Market Size and Forecast, By Country, 2020 - 2032, Value (USD Bn)
  - GCC Countries
  - Israel
  - Rest of Middle East
Africa
- Introduction
- Market Size and Forecast, By Software Type, 2020 - 2032, Value (USD Bn)
- Market Size and Forecast, By Deployment, 2020 - 2032, Value (USD Bn)
- Market Size and Forecast, By Country/Region, 2020 - 2032, Value (USD Bn)
  - South Africa
  - North Africa
  - Central Africa

7. Competitive Landscape

Alcatel-Lucent Enterprise
- Company Highlights
- Product Portfolio
- Key Developments
- Financial Performance
- Strategies
Genesys
- Company Highlights
- Product Portfolio
- Key Developments
- Financial Performance
- Strategies
Microsoft Corporation
- Company Highlights
- Product Portfolio
- Key Developments
- Financial Performance
- Strategies
Avaya Inc.
- Company Highlights
- Product Portfolio
- Key Developments
- Financial Performance
- Strategies
Cisco Systems Inc.
- Company Highlights
- Product Portfolio
- Key Developments
- Financial Performance
- Strategies
SAP SE
- Company Highlights
- Product Portfolio
- Key Developments
- Financial Performance
- Strategies
Nice Systems Ltd.
- Company Highlights
- Product Portfolio
- Key Developments
- Financial Performance
- Strategies
Five9 Inc.
- Company Highlights
- Product Portfolio
- Key Developments
- Financial Performance
- Strategies
NEC Corporation
- Company Highlights
- Product Portfolio
- Key Developments
- Financial Performance
- Strategies
Huawei Technologies Co. Ltd.
- Company Highlights
- Product Portfolio
- Key Developments
- Financial Performance
- Strategies
Amazon Web Services, Inc.
- Company Highlights
- Product Portfolio
- Key Developments
- Financial Performance
- Strategies
Mitel Networks Corp.
- Company Highlights
- Product Portfolio
- Key Developments
- Financial Performance
- Strategies
RingCentral, Inc.
- Company Highlights
- Product Portfolio
- Key Developments
- Financial Performance
- Strategies
Oracle Corp.
- Company Highlights
- Product Portfolio
- Key Developments
- Financial Performance
- Strategies
Aspect Software
- Company Highlights
- Product Portfolio
- Key Developments
- Financial Performance
- Strategies