旅遊、飯店與客運業通訊與協作成長機會：全球，2026-2029 年

Growth Opportunities for Communications and Collaboration in the Travel, Hospitality, and Passenger Transport Industry, Global, 2026-2029

出版日期: 2026年08月31日 | 出版商:

Frost & Sullivan | 英文 61 Pages | 商品交期: 最快1-2個工作天內

價格

簡介目錄

本研究基於Frost & Sullivan公司2026年資訊科技決策者（ITDM）調查，檢驗了旅遊、飯店和客運產業在通訊和協作科技領域的成長機會。研究揭示了該產業企業如何優先考慮、投資並升級整合通訊與協作（UCC）環境，直至2029年。

旅遊業正穩步擴張，並逐漸融合為一個以科技主導的單一旅遊生態系統。其成長速度超過了全球經濟的整體成長速度，旅客越來越期望在預訂、住宿和交通的每個環節都能獲得無縫銜接、個人化且輕鬆無憂的旅行體驗。自主和基於代理的人工智慧、高度個人化、基於屬性的靈活銷售、非接觸式體驗、高階與平價市場的分化、永續發展舉措以及社交優先的發現等跨行業趨勢，正在重塑技術需求的本質。

在此背景下，本次調查發現了影響技術相關決策的營運挑戰。安全性和可靠性被視為先決條件，而非差異化因素。員工面臨的主要挑戰並非工具匱乏，而是工具氾濫，缺乏針對特定角色和工作流程量身訂製的解決方案，加劇了這個問題。採購負責人一再指出，在這個以非固定辦公人員、全天候營運以及多種設施和設備混合使用為特徵的行業中，通用的「一刀切」式通訊平台遠遠不夠。

投資意向保持穩定，重點在於提高效率。通訊相關預算持平或有所成長，支出主要用於精簡現場和後勤部門運營，而非追求收入成長。隨著傳統電話系統逐步淘汰，技術格局正向雲端和行動裝置轉變，投資也更加分散於各部門和工作流程，而非集中在單一職能。

整合和智慧是定義下一階段價值的關鍵要素。開放式通訊API和平台服務的引入，以及將通訊功能直接整合到營運預訂、設施和車輛管理等核心業務系統中，正在將人工交接轉變為自動化流程。人工智慧的期望也遵循著類似的路徑，在分析和智慧能力的驅動下，正迅速從試點階段邁向標準營運實踐。買家強烈傾向於在所有管道中擁有一致人工智慧功能的單一整合平台，並且更傾向於與可預測和可衡量的業務成果掛鉤的定價。

在這個領域取得成功的供應商將幫助營運商整合分散的通訊環境，滿足高安全性和可靠性標準，與行業系統深度整合，並提供基於可證明的商業價值定價的人工智慧功能。

旅遊、旅館和客運業－全球經濟概覽
旅遊、旅館和客運業－區域經濟概覽
趨勢概述—前瞻性和自主性人工智慧的融合
趨勢概述—人工智慧驅動的超個人化和預測性賓客旅程
趨勢概述—靈活且基於屬性的銷售
趨勢概覽 - 非接觸式刷卡體驗
趨勢概述—兩極化的經濟
趨勢概述—永續性和低碳基礎設施
趨勢概述—社交優先方法和基於真實性的信任的發現。

UCC面臨的挑戰與採購因素

全球資訊科技/電信產業面臨的挑戰
IT/電信業面臨的挑戰－按地區分類
員工溝通面臨的挑戰 - 全球
員工溝通挑戰－按地區分類
全球統一通訊法實施的關鍵因素
UCC實施的關鍵因素－按地區分類
挑戰與購買因素分析

UCC的預算和投資計劃

UCC申請的投資計劃
UCC設備投資計劃
推動對統一通訊解決方案投資的因素
UCC預算
按行業分類的數位通訊投資計劃
按工作流程分類的數位通訊投資計劃
UCC實施現況、預算與投資分析

CPaaS 和開放通訊 API 採用現狀

CPaaS 和開放通訊 API 採用現狀
CPaaS 和 API 賦能通訊的重要性
CPaaS 或開放式通訊 API 的預期結果

CPaaS與開放式通訊API採用情形分析

UCC AI的引入和定價展望

人工智慧驅動的統一通訊功能的重要性
在科克大學使用人工智慧的益處
基於代理的通訊人工智慧作為購買因素
基於代理的UCC AI實施現狀
基於代理的統一通訊人工智慧的定價偏好
影響基於代理的統一通訊系統人工智慧定價的因素
基於人工智慧的代理式統一通訊規範分析

主要發現

主要發現

附錄

成長機會正在驅動Growth Pipeline Engine™。
為什麼經濟成長變得越來越困難？
The Strategic Imperative 8(TM)

未來計劃

成長機會的益處和影響
未來計劃
附件清單
免責聲明

簡介目錄

Product Code: KD0D-64

This study examines growth opportunities for communications and collaboration technologies across the travel, hospitality, and passenger transport industry, drawing on Frost & Sullivan's 2026 information technology decision-maker (ITDM) survey. It captures how organizations in this sector are prioritizing, funding, and modernizing their unified communications and collaboration (UCC) environments through 2029.

The sector is expanding steadily and converging into a single, technology-driven travel ecosystem. Growth is outpacing the wider global economy, and travelers increasingly expect connected, personalized, and low-friction journeys across booking, lodging, and transport. A set of cross-cutting trends is reshaping technology requirements: autonomous and agentic AI, hyper-personalization, flexible attribute-based selling, contactless experiences, a two-tiered luxury-versus-value market, sustainability commitments, and social-first discovery.

Against that backdrop, the study identifies the operational pressures shaping technology decisions. Security and reliability are treated as prerequisites rather than differentiators. The dominant employee pain point is tool sprawl rather than tool scarcity, compounded by a shortage of solutions matched to specific roles and workflows. Buyers consistently signal that horizontal, one-size-fits-all communications platforms fall short of an industry defined by deskless staff, round-the-clock operations, and multi-property, multi-terminal environments.

Investment intent is stable and efficiency-driven. Communications budgets are holding or growing, and spending is directed at streamlining both frontline and back-office operations rather than chasing top-line growth. The technology mix is shifting toward cloud and mobility as legacy telephony is retired, and investment is spread broadly across departments and workflows rather than concentrated in a single function.

Integration and intelligence define the next phase of value. Open communication APIs and platform services are being adopted to embed communications directly into the core operational systems that run bookings, properties, and fleets, turning manual handoffs into automated processes. AI expectations follow the same path, led by analytics and by agentic capabilities that are moving quickly from pilot to standard operating practice. Buyers strongly favor a single integrated platform with consistent AI across every channel, and prefer pricing tied to predictable, measurable business outcomes.

The providers positioned to win in this sector will help operators consolidate fragmented communications estates, meet a high security and reliability bar, integrate deeply with industry systems, and deliver AI capabilities priced against demonstrable business value.

Research Objectives and Methodology

Research Objectives and Methodology
Respondent Demographics

Travel, Hospitality, and Passenger Transport Sector Overview

Travel, Hospitality, and Passenger Transport Industry - Global Economic Overview
Travel, Hospitality, and Passenger Transport Industry - Regional Economic Overview
Trends Overview - Proactive, Autonomous AI Integration
Trends Overview - AI-Driven Hyper-Personalization and Predictive Guest Journeys
Trends Overview - Flexible, Attribute-Based Selling
Trends Overview - Contactless, Tap-and-Go Experiences
Trends Overview - Two-Tiered Economy
Trends Overview - Sustainability and Low-Carbon Infrastructure
Trends Overview - Social-First Discovery and Authenticity-Driven Trust