CCaaS擴大還是縮小？

CCaaS Expansion or Contraction?

出版日期: 2025年05月02日 | 出版商:

Frost & Sullivan | 英文 15 Pages | 商品交期: 最快1-2個工作天內

價格

簡介目錄

非傳統解決方案供應商顛覆客服中心生態系統背後的競爭動態

過去五年，領先的ICT產業供應商紛紛進軍聯絡中心即服務（CCaaS）領域，將原生建構的客服中心（CC）功能整合到其產品中。憑藉在統一通訊（UC）、視訊會議、網路、人工智慧（AI）等領域的優勢，這些公司如今提供全面的解決方案，以簡化業務並提升客戶體驗（CX）。這種轉變顛覆客服中心格局，加劇競爭，推動創新。這催生了一個更互聯的生態系統，亟需更完善的成長策略。

但這引發了一個問題：紮根於客服中心的傳統供應商是否會停滯不前，還是整個產業擴張？這種顛覆將如何影響客戶？

Frost & Sullivan 表示，儘管 CCaaS 領域的併購活動依然活躍，新興企業因各種原因被收購或破產，但 CCaaS 市場目前仍在成長。二十年前，競爭對手和合作夥伴競相擴大市場佔有率，而如今，合作夥伴已成為必需品，需要更廣泛的關係建設和更完善的GTM（市場進入）策略。

為了更了解此類提供者對客戶體驗（CX）產業的影響，Frost & Sullivan 於2025年 2月 12 日舉辦了一場智庫研討會，邀請了「顛覆者」類別中幾家公司的關鍵人物。智庫研討會的洞見有助於形成 Frost & Sullivan 對擴張和收縮的看法。

Over the last five years, leading providers in the ICT industry have expanded into the contact centers-as-a-service (CCaaS) space by integrating natively built contact center (CC) capabilities into their offerings. Leveraging their strengths in unified communications (UC), video conferencing, networking, and artificial intelligence (AI), these companies now provide full-suite solutions that streamline operations and enhance customer experience (CX). This shift has disrupted the contact center landscape by intensifying competition and driving innovation. The result is a more interconnected ecosystem that necessitates improved growth strategies.

However, this raises questions - Are traditional vendors that originated in the contact center space losing ground, or is the industry expanding for all? How does this disruption impact customers?

Frost & Sullivan contends that while mergers and acquisitions (M&A) remain healthy in the CCaaS space, and start-ups are acquired or fail for various reasons, the CCaaS market is currently growing. What was referred to as coopetition 20 years ago, when competitors and partners navigated to expand their piece of the pie, has now evolved to partners being indispensable, with broader relationship building and better go-to-market (GTM) strategies.

To gain a deeper understanding of the impact these providers are having on the CX industry, Frost & Sullivan hosted a Think Tank on February 12, 2025, and invited key individuals from several companies in the "disruptors" category. The insights from the that Think Tank helped to round out Frost & Sullivan's opinion of expansion versus contraction.