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客戶體驗/客戶參與

市場調查報告書

商品編碼

1741315

按解決方案、服務、部署、企業規模、最終用途和地區客服中心軟體市場

Contact Center Software Market, By Solution, By Service, By Deployment, By Enterprise Size, By End Use, And By Geography

出版日期: 2025年03月26日 | 出版商:

Coherent Market Insights | 英文 175 Pages | 商品交期: 2-3個工作天內

價格

簡介目錄

2025 年客服中心軟體市場規模預計為 558.7 億美元，預計到 2032 年將達到 2001.9 億美元，2025 年至 2032 年的年複合成長率為 20.0%。

報告範圍		報告詳細資訊
基準年	2024	2025年的市場規模	558.7億美元
效能數據	2020-2024	預測期	2025-2032
預測期間：2025年至2032年的年複合成長率	20.00%	2032年價值預測	2001.9億美元

客服中心是一種技術解決方案，透過簡化客戶與員工之間的溝通來提高客服中心的效率和生產力。在疫情期間，全球許多企業實施了在家工作的規定，以遏制病毒傳播，這促使企業投資於客服中心軟體，以提供順暢優質的服務。該軟體允許企業與客戶進行遠端溝通。由於客服中心軟體的優勢，這些技術的應用日益廣泛，預計對聯絡中心軟體的需求將會增加。此外，機器智慧和人工智慧在業務中的引入，以及客戶互動管理方面的重大技術突破等技術進步，預計將在預測期內推動市場成長。

市場動態

雲端基礎的客服中心解決方案日益普及。

隨著網路服務的日益普及，許多企業正在轉向雲端客服中心。雲端基礎解決方案更加靈活，允許客服人員從任何地方連接，並即時存取即時客戶資訊。雲端基礎客服中心解決方案更易於訪問，因此客服人員不再需要僅在辦公室辦公室。雲端基礎客服中心服務還具有更高的系統安全性和穩定性。客服中心供應商正在建立功能架構，透過處理跨兩個地點的終端用戶基礎設施來提高安全性。因此，上述因素可能會在預測期內推動客服中心軟體的需求和採用。

研究的主要特點

本報告以 2024 年為基準年，詳細分析了預測期 2025 年至 2032 年的全球客服中心軟體市場規模和年複合成長率(CAGR)。
它揭示了各個領域的潛在商機，並說明了該市場的引人注目的投資提案矩陣。
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、區域前景以及主要市場參與者採用的競爭策略的重要見解。
它根據公司概況、財務表現、產品系列、地理位置、市值、關鍵發展、策略和未來計劃等參數，概述了全球客服中心軟體市場的主要企業。
本報告的見解將使企業負責人和經營團隊能夠就未來的產品發布、產品升級、市場擴張和行銷策略做出明智的決策。
全球客服中心軟體市場報告迎合了該行業的各個相關人員，例如投資者、供應商、託管服務供應商、第三方服務供應商、經銷商、新進入者和增值轉售商。
相關人員可以透過全球客服中心軟體市場分析中使用的各種策略矩陣輕鬆做出決策。

市場動態
- 驅動程式
對自動化客戶服務的需求不斷增加
專注於OBni通路解決方案，提升顧客體驗。
- 限制因素
LED和OLED顯示器高成本
高昂的投資成本阻礙了市場成長。
- 市場機會
日益激烈的競爭推動了中小企業對客服中心服務的需求
- 監管情景
- 產業趨勢
- 合併與收購
- 新系統推出/核准
- COVID-19疫情的影響

4. 2020 年至 2032 年全球客服中心軟體市場（依解決方案）

介紹
自動呼叫分配（ACD）
通話錄音
語音通訊整合（CTI）
客戶協作
撥號器
互動式語音應答（IVR）
報告和分析
人力資源最佳化
其他

5. 全球客服中心軟體市場（依服務分類），2020 年至 2032 年

介紹
整合與部署
支援和維護
培訓和諮詢
託管服務

6. 全球客服中心軟體市場（按部署），2020 年至 2032 年

介紹
雲端基礎
本地

7. 2020 年至 2032 年全球客服中心軟體市場（依公司規模）

介紹
主要企業
小型企業

8. 全球客服中心軟體市場（依最終用途分類），2020 年至 2032 年

介紹
BFSI
消費品和零售
政府
衛生保健
資訊科技/通訊
旅遊與飯店
其他

9. 2020 年至 2032 年全球客服中心軟體市場（按地區）

介紹
北美洲
歐洲
亞太地區
拉丁美洲
中東和非洲

第10章競爭格局

公司簡介
- 8X8, Inc.
- ALE International
- Altivon
- Amazon Web Services, Inc.
- Ameyo
- Amtelco
- Aspect Software
- Avaya Inc.
- Avoxi
- Cisco Systems, Inc.
- Salesforce Inc.
- Oracle

第 11 章章節

參考
調查方法

簡介目錄

Product Code: CMI6073

Contact Center Software Market is estimated to be valued at USD 55.87 Bn in 2025 and is expected to reach USD 200.19 Bn by 2032, growing at a compound annual growth rate (CAGR) of 20.0% from 2025 to 2032.

Report Coverage		Report Details
Base Year:	2024	Market Size in 2025:	USD 55.87 Bn
Historical Data for:	2020 To 2024	Forecast Period:	2025 To 2032
Forecast Period 2025 to 2032 CAGR:	20.00%	2032 Value Projection:	USD 200.19 Bn

A contact center system is a technological solution that boosts a contact center's effectiveness and productivity by streamlining communications between customers and staff members. During the pandemic many businesses all over the world are implementing work-from-home rules to stop the spread of viruses, which has prompted companies to invest in contact center software in order to deliver smooth, high-quality services. Companies can communicate with their clients remotely thanks to this software. The demand for contact centre software is anticipated to rise as a result of an increase in the installation of these technologies due to the benefits of software. Furthermore, technological advancement such as introduction of machine intelligence and artificial intelligence into business operations, along with significant technological developments in customer interaction management, are anticipated to drive the market growth over forecast period.

Market Dynamics

Growing popularity of cloud-based contact center solutions

As internet-based services become more and more popular, many businesses have shifted to contact center that operate on the cloud. Because cloud-based solutions are flexible, agents can connect from any location and have immediate access to client information in real-time. Due to the accessibility of cloud-based contact centre solutions, agents no longer need to work only from an office location. Enterprises can also benefit from using cloud-based contact centre services, such as improved system security and stability. Contact centre system suppliers create a functional architecture that boosts security by processing end-use infrastructure across two locations. Thus, the above factor is likely to boost the demand and adoption of contact center software over forecast period.

Key features of the study:

This report provides an in-depth analysis of the global contact center software 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, regional outlook, and competitive strategies adopted by the leading market players
It profiles leading players in the global contact center software market based on the following parameters - company overview, financial performance, product portfolio, geographical presence, market capital, key developments, strategies, and future plans
Companies covered as a part of this study are 8X8, Inc., ALE International, Altivon, Amazon Web Services, Inc., Ameyo, Amtelco, Aspect Software, Avaya Inc., Avoxi, Cisco Systems, Inc. Salesforce Inc., Oracle, and others.
Insights from this report would allow marketers and management authorities of companies to make informed decisions regarding future product launches, product upgrades, market expansion, and marketing tactics
Global Contact Center Software Market report caters to various stakeholders in this industry including investors, suppliers, managed service providers, third-party service providers, distributors, new entrants, and value-added resellers
Stakeholders would have ease in decision-making through various strategy matrices used in analyzing the Global Contact Center Software Market

Detailed Segmentation

Global Contact Center Software Market, By Solution:
- Automatic Call Distribution (ACD)
- Call Recording
- Computer Telephony Integration (CTI)
- Customer Collaboration
- Dialer
- Interactive Voice Responses (IVR)
- Reporting & Analytics
- Workforce Optimization
- Others
Global Contact Center Software Market, By Services
- Integration & Deployment
- Support & Maintenance
- Training & Consulting
- Managed Services
Global Contact Center Software Market, By Deployment
- Cloud-based
- On-premise
Global Contact Center Software Market, By Enterprise Size
- Large Enterprises
- Small & Medium Enterprises
Global Contact Center Software Market, By End use
- BFSI
- Consumer Goods & Retail
- Government
- Healthcare
- IT & Telecom
- Travel & Hospitality
- Others
Global Contact Center Software Market, By Region:
- North America
- Latin America
- Europe
- Asia Pacific
- Middle East
- Africa
Company Profiles
- 8X8, Inc.
- ALE International
- Altivon
- Amazon Web Services, Inc.
- Ameyo
- Amtelco
- Aspect Software
- Avaya Inc.
- Avoxi
- Cisco Systems, Inc.
- Salesforce Inc.

1. Research Objectives and Assumptions

Research Objectives
Assumptions
Abbreviations

2. Market Purview

Report Description
- Market Definition and Scope
Executive Summary
- Market Snippet, By Solution
- Market Snippet, By Service
- Market Snippet, By Deployment
- Market Snippet, By Enterprise Size
- Market Snippet, By End Use
- Market Snippet, By Geography
Coherent Opportunity Map (COM)

3. Market Dynamics, Regulations, and Trends Analysis

Market Dynamics
- Drivers
Increasing demand for automated customer care services
Increasing focus on OBni channel solutions to improve customer experience.
- Restraints
High cost of LED and OLED displays
High investment costs hindering market growth.
- Market Opportunities
High Demand of Contact Center services among SMEs due to increasing competition
- Regulatory Scenario
- Industry Trend
- Merger and Acquisitions
- New system Launches/Approvals
- Impact of COVID-19 Pandemic

4. Global Contact Center Software Market, By Solution, 2020-2032, (US$ Billion)

Introduction
- Market Share Analysis, 2025 and 2032 (%)
- Y-o-Y Growth Analysis, 2021 - 2032
- Segment Trends Market Share Analysis, 2025 and 2032 (%)
Automatic Call Distribution (ACD)
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2020-2032,(US$ Bn)
Call Recording
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2020-2032,(US$ Bn)
Computer Telephony Integration (CTI)
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2020-2032,(US$ Bn)
Customer Collaboration
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2020-2032,(US$ Bn)
Dialer
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2020-2032,(US$ Bn)
Interactive Voice Responses (IVR)
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2020-2032,(US$ Bn)
Reporting & Analytics
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2020-2032,(US$ Bn)
Workforce Optimization
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2020-2032,(US$ Bn)
Others
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2020-2032,(US$ Bn)

5. Global Contact Center Software Market, By Service, 2020-2032, (US$ Billion)

Introduction
- Market Share Analysis, 2025 and 2032 (%)
- Y-o-Y Growth Analysis, 2021 - 2032
- Segment Trends Market Share Analysis, 2025 and 2032 (%)
Integration & Deployment
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2020-2032,(US$ Bn)
Support & Maintenance
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2020-2032,(US$ Bn)
Training & Consulting
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2020-2032,(US$ Bn)
Managed Services
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2020-2032,(US$ Bn)

6. Global Contact Center Software Market, By Deployment, 2020-2032, (US$ Billion)

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

7. Global Contact Center Software Market, By Enterprise Size, 2020-2032, (US$ Billion)

Introduction
- Market Share Analysis, 2025 and 2032 (%)
- Y-o-Y Growth Analysis, 2021 - 2032
- Segment Trends Market Share Analysis, 2025 and 2032 (%)
Large Enterprises
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2020-2032,(US$ Bn)
Small & Medium Enterprises
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2020-2032,(US$ Bn)

8. Global Contact Center Software Market, By End use, 2020-2032, (US$ Billion)

Introduction
- Market Share Analysis, 2025 and 2032 (%)
- Y-o-Y Growth Analysis, 2021 - 2032
- Segment Trends Market Share Analysis, 2025 and 2032 (%)
BFSI
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2020-2032,(US$ Bn)
Consumer Goods & Retail
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2020-2032,(US$ Bn)
Government
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2020-2032,(US$ Bn)
Healthcare
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2020-2032,(US$ Bn)
IT & Telecom
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2020-2032,(US$ Bn)
Travel & Hospitality
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2020-2032,(US$ Bn)
Others
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2020-2032,(US$ Bn)

9. Global Contact Center Software Market, By Region, 2020-2032, (US$ Billion)

Introduction
- Market Share Analysis, By Country, 2025 and 2032 (%)
- Y-o-Y Growth Analysis, For Country 2021-2032
- Country Trends
North America
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2020-2032, (US$ Billion)
- Market Size and Forecast, and Y-o-Y Growth, By Solution, 2020-2032, (US$ Billion)
- Market Size and Forecast, and Y-o-Y Growth, By Services, 2020-2032, (US$ Billion)
- Market Size and Forecast, and Y-o-Y Growth, By Deployment, 2020-2032, (US$ Billion)
- Market Size and Forecast, and Y-o-Y Growth, By Enterprise Size, 2020-2032, (US$ Billion)
- Market Size and Forecast, and Y-o-Y Growth, By End use, 2020-2032, (US$ Billion)
- Market Size and Forecast, and Y-o-Y Growth, By Country, 2020-2032, (US$ Billion)
  - U.S.
  - Canada
Europe
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2020-2032, (US$ Billion)
- Market Size and Forecast, and Y-o-Y Growth, By Solution, 2020-2032, (US$ Billion)
- Market Size and Forecast, and Y-o-Y Growth, By Services, 2020-2032, (US$ Billion)
- Market Size and Forecast, and Y-o-Y Growth, By Deployment, 2020-2032, (US$ Billion)
- Market Size and Forecast, and Y-o-Y Growth, By Enterprise Size, 2020-2032, (US$ Billion)
- Market Size and Forecast, and Y-o-Y Growth, By End use, 2020-2032, (US$ Billion)
- Market Size and Forecast, and Y-o-Y Growth, By Country, 2020-2032, (US$ Billion)
  - Germany
  - U.K.
  - France
  - Italy
  - Spain
  - Russia
  - Rest of Europe
Asia Pacific
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2020-2032, (US$ Billion)
- Market Size and Forecast, and Y-o-Y Growth, By Solution, 2020-2032, (US$ Billion)
- Market Size and Forecast, and Y-o-Y Growth, By Services, 2020-2032, (US$ Billion)
- Market Size and Forecast, and Y-o-Y Growth, By Deployment, 2020-2032, (US$ Billion)
- Market Size and Forecast, and Y-o-Y Growth, By Enterprise Size, 2020-2032, (US$ Billion)
- Market Size and Forecast, and Y-o-Y Growth, By End use, 2020-2032, (US$ Billion)
- Market Size and Forecast, and Y-o-Y Growth, By Country, 2020-2032, (US$ Billion)
  - China
  - India
  - Japan
  - Australia
  - South Korea
  - ASEAN
  - Rest of Asia Pacific
Latin America
- Introduction
- Market Size and Forecast, and Y-o-Y Growth, 2020-2032, (US$ Billion)
- Market Size and Forecast, and Y-o-Y Growth, By Solution, 2020-2032, (US$ Billion)
- Market Size and Forecast, and Y-o-Y Growth, By Services, 2020-2032, (US$ Billion)
- Market Size and Forecast, and Y-o-Y Growth, By Deployment, 2020-2032, (US$ Billion)
- Market Size and Forecast, and Y-o-Y Growth, By Enterprise Size, 2020-2032, (US$ Billion)
- Market Size and Forecast, and Y-o-Y Growth, By End use, 2020-2032, (US$ Billion)
- Market Size and Forecast, and Y-o-Y Growth, By Country, 2020-2032, (US$ Billion)
  - Brazil
  - Mexico
  - Rest of Latin America
Middle East & Africa
- Introduction
- Market Size and Forecast, and Y-o-Y Growth,2020-2032 (US$ Billion)
- Market Size and Forecast, and Y-o-Y Growth, By Solution, 2020-2032, (US$ Billion)
- Market Size and Forecast, and Y-o-Y Growth, By Services, 2020-2032, (US$ Billion)
- Market Size and Forecast, and Y-o-Y Growth, By Deployment, 2020-2032, (US$ Billion)
- Market Size and Forecast, and Y-o-Y Growth, By Enterprise Size, 2020-2032, (US$ Billion)
- Market Size and Forecast, and Y-o-Y Growth, By End use, 2020-2032, (US$ Billion)
- Market Size and Forecast, and Y-o-Y Growth, By Country/Sub-region, 2020-2032, (US$ Billion)
  - South Africa
  - GCC Countries
  - Rest of the Middle East & Africa

10. Competitive Landscape

Company Profiles
- 8X8, Inc.
  - Company Overview
  - Product Portfolio
  - Financial Performance
  - Key Strategies
  - Recent Developments/Updates
- ALE International
  - Company Overview
  - Product Portfolio
  - Financial Performance
  - Recent Developments/Updates
- Altivon
  - Company Overview
  - Product Portfolio
  - Financial Performance
  - Recent Developments/Updates
- Amazon Web Services, Inc.
  - Company Overview
  - Product Portfolio
  - Financial Performance
  - Recent Developments/Updates
- Ameyo
  - Company Overview
  - Product Portfolio
  - Financial Performance
  - Recent Developments/Updates
- Amtelco
  - Company Overview
  - Product Portfolio
  - Financial Performance
  - Recent Developments/Updates
- Aspect Software
  - Company Overview
  - Product Portfolio
  - Financial Performance
  - Recent Developments/Updates
- Avaya Inc.
  - Company Overview
  - Product Portfolio
  - Financial Performance
  - Recent Developments/Updates
- Avoxi
  - Company Overview
  - Product Portfolio
  - Financial Performance
  - Recent Developments/Updates
- Cisco Systems, Inc.
  - Company Overview
  - Product Portfolio
  - Financial Performance
  - Recent Developments/Updates
- Salesforce Inc.
  - Company Overview
  - Product Portfolio
  - Financial Performance
  - Recent Developments/Updates
- Oracle
  - Company Overview
  - Product Portfolio
  - Financial Performance
  - Recent Developments/Updates
- Analyst Views