2026-2030年全球客服中心市場

全球客服中心市場預計在2025年至2030年間成長至2,593億美元，預測期間內複合年成長率（CAGR）為11.1%。本報告對全球客服中心市場進行了全面分析，包括市場規模和預測、趨勢、成長要素和挑戰，以及對約25家公司的供應商分析。

該報告對當前市場狀況、最新市場趨勢和促進因素以及整體市場環境進行了最新分析。市場成長的促進因素包括：企業專注於降低營運成本、需要改進客戶關係管理 (CRM) 系統以有效產生收入，以及客服中心整合互動式語音應答 (IVR) 系統。

本研究採用客觀的方法，結合一手和二手訊息，包括來自主要行業相關人員的意見。報告包含全面的市場規模數據、區域細分分析、供應商格局以及對主要企業的分析。報告提供歷史數據和預測數據。

該研究還強調，採用聊天機器人來提高營運效率是未來幾年推動全球客服中心市場成長的關鍵因素之一，而雲端聯絡客服中心的日益普及以及客服中心採用人工智慧來提供客製化解決方案，預計將推動市場出現巨大的需求。

目錄

第1章執行摘要

第2章 Technavio 分析

• 價格、生命週期、顧客購買籃、採用率和購買標準分析
• 投入與差異化因素的重要性
• 混淆來源
• 促進因素和挑戰的影響

第3章 市場情勢

• 市場生態系統
• 市場特徵
• 價值鏈分析

第4章 市場規模

• 市場定義
• 市場區隔分析
• 2025年市場規模
• 2025-2030年市場展望

第5章 市場規模表現

• 2020-2024年全球客服中心市場
• 類型細分市場分析 2020-2024
• 2020-2024年細分市場分析
• 2020-2024年服務細分市場分析
• 2020-2024年區域市場分析
• 2020-2024年國家細分市場分析

第6章 定性分析

• 人工智慧對全球客服中心客服中心的影響

第7章五力分析

• 五力分析概述
• 買方的議價能力
• 供應商的議價能力
• 新進入者的威脅
• 替代品的威脅
• 競爭威脅
• 市場狀況

第8章 按類型分類的市場區隔

• 比較：按類型
• 基於語音
• 基於文字
• 基於社群媒體
• 按類型分類的市場機會

9. 依部署方式進行市場區隔

• 比較：依部署方式
• 本地部署
• 基於雲端的
• 按部署方式分類的市場機會

第10章 按服務進行市場細分

• 比較：按服務
• 專業服務
• 託管服務
• 基於雲端的客服中心服務
• 按服務分類的市場機會

第11章 客戶情況

第12章 區域情勢

• 區域細分
• 區域比較
• 北美洲
  • 美國
  • 加拿大
  • 墨西哥
• 亞太地區
  • 中國
  • 印度
  • 日本
  • 菲律賓
  • 澳洲
  • 印尼
• 歐洲
  • 德國
  • 法國
  • 英國
  • 西班牙
  • 荷蘭
  • 義大利
• 南美洲
  • 巴西
  • 阿根廷
  • 哥倫比亞
• 中東和非洲
  • 南非
  • 阿拉伯聯合大公國
  • 沙烏地阿拉伯
  • 埃及
  • 奈及利亞
• 各區域的市場機遇

第13章：促進因素、挑戰與機遇

• 市場促進因素
• 市場挑戰
• 促進因素和挑戰的影響
• 市場機遇

第14章 競爭格局

• 概述
• 競爭格局
• 令人困惑的局面
• 產業風險

第15章 競爭分析

• 公司簡介
• 企業排名指數
• 公司市場定位
• 8x8 Inc.
• ALE International
• Alvaria Inc.
• Amazon.com Inc.
• Ameyo Pvt Ltd.
• Atos SE
• Avaya LLC
• Cisco Systems Inc.
• Enghouse Systems Ltd.
• Five9 Inc.
• Genesys Telecom Lab Inc.
• Google LLC
• Mitel Networks Corp.
• NEC Corp.
• NICE Ltd.

第16章附錄

The global contact center market is forecasted to grow by USD 259.3 bn during 2025-2030, accelerating at a CAGR of 11.1% during the forecast period. The report on the global contact center market provides a holistic analysis, market size and forecast, trends, growth drivers, and challenges, as well as vendor analysis covering around 25 vendors.

The report offers an up-to-date analysis regarding the current market scenario, the latest trends and drivers, and the overall market environment. The market is driven by focus on reducing operating costs of businesses, necessity to improve crm for effective revenue generation, integration of ivr into contact centers.

The study was conducted using an objective combination of primary and secondary information including inputs from key participants in the industry. The report contains a comprehensive market size data, segment with regional analysis and vendor landscape in addition to an analysis of the key companies. Reports have historic and forecast data.

Technavio's global contact center market is segmented as below:

By Type

• Voice-based
• Text-based
• Social media-based

By Deployment

• On-premises
• Cloud-based

By Service

• Professional services
• Managed services
• Cloud-based contact center as a services

Geography

• North America
  • US
  • Canada
  • Mexico
• APAC
  • China
  • India
  • Japan
  • Philippines
  • Australia
  • Indonesia
• Europe
  • Germany
  • France
  • UK
  • Spain
  • The Netherlands
  • Italy
• South America
  • Brazil
  • Argentina
  • Colombia
• Middle East and Africa
  • South Africa
  • UAE
  • Egypt
• Rest of World (ROW)

This study identifies the integration of chatbots into businesses for better turnaround times as one of the prime reasons driving the global contact center market growth during the next few years. Also, rising adoption of cloud-based contact centers and incorporation of AI into contact centers for providing customized solutions will lead to sizable demand in the market.

The report on the global contact center market covers the following areas:

• Global contact center market sizing
• Global contact center market forecast
• Global contact center market industry analysis

The robust vendor analysis is designed to help clients improve their market position, and in line with this, this report provides a detailed analysis of several leading global contact center market vendors that include 8x8 Inc., ALE International, Alvaria Inc., Amazon.com Inc., Ameyo Pvt Ltd., Atos SE, Avaya LLC, Cisco Systems Inc., Enghouse Systems Ltd., Five9 Inc., Genesys Telecom Lab Inc., Google LLC, Mitel Networks Corp., NEC Corp., NICE Ltd., SAP SE, Vocalcom Group, Vonage Holdings Corp., Zendesk Inc., ZTE Corp.. Also, the global contact center market analysis report includes information on upcoming trends and challenges that will influence market growth. This is to help companies strategize and leverage all forthcoming growth opportunities.

The publisher presents a detailed picture of the market by the way of study, synthesis, and summation of data from multiple sources by an analysis of key parameters such as profit, pricing, competition, and promotions. It presents various market facets by identifying the key industry influencers. The data presented is comprehensive, reliable, and a result of extensive primary and secondary research. The market research reports provide a complete competitive landscape and an in-depth vendor selection methodology and analysis using qualitative and quantitative research to forecast accurate market growth.

Table of Contents

1 Executive Summary

• 1.1 Market overview
  • Executive Summary - Chart on Market Overview
  • Executive Summary - Data Table on Market Overview
  • Executive Summary - Chart on Global Market Characteristics
  • Executive Summary - Chart on Market by Geography
  • Executive Summary - Chart on Market Segmentation by Type
  • Executive Summary - Chart on Market Segmentation by Deployment
  • Executive Summary - Chart on Market Segmentation by Service
  • Executive Summary - Chart on Incremental Growth
  • Executive Summary - Data Table on Incremental Growth
  • Executive Summary - Chart on Company Market Positioning

2 Technavio Analysis

• 2.1 Analysis of price sensitivity, lifecycle, customer purchase basket, adoption rates, and purchase criteria
  • Analysis of price sensitivity, lifecycle, customer purchase basket, adoption rates, and purchase criteria
• 2.2 Criticality of inputs and Factors of differentiation
• 2.3 Factors of disruption
• 2.4 Impact of drivers and challenges

3 Market Landscape

• 3.1 Market ecosystem
• 3.2 Market characteristics
• 3.3 Value chain analysis

4 Market Sizing

• 4.1 Market definition
• 4.2 Market segment analysis
  • Market segments
• 4.3 Market size 2025
• 4.4 Market outlook: Forecast for 2025-2030

5 Historic Market Size

• 5.1 Global Contact Center Market 2020 - 2024
  • Historic Market Size - Data Table on Global Contact Center Market 2020 - 2024 ($ billion)
• 5.2 Type segment analysis 2020 - 2024
  • Historic Market Size - Type Segment 2020 - 2024 ($ billion)
• 5.3 Deployment segment analysis 2020 - 2024
  • Historic Market Size - Deployment Segment 2020 - 2024 ($ billion)
• 5.4 Service segment analysis 2020 - 2024
  • Historic Market Size - Service Segment 2020 - 2024 ($ billion)
• 5.5 Geography segment analysis 2020 - 2024
  • Historic Market Size - Geography Segment 2020 - 2024 ($ billion)
• 5.6 Country segment analysis 2020 - 2024
  • Historic Market Size - Country Segment 2020 - 2024 ($ billion)

6 Qualitative Analysis

• 6.1 Impact of AI on The Global Contact Center Market

7 Five Forces Analysis

• 7.1 Five forces summary
  • Five forces analysis - Comparison between 2025 and 2030
• 7.2 Bargaining power of buyers
  • Bargaining power of buyers - Impact of key factors 2025 and 2030
• 7.3 Bargaining power of suppliers
  • Bargaining power of suppliers - Impact of key factors in 2025 and 2030
• 7.4 Threat of new entrants
  • Threat of new entrants - Impact of key factors in 2025 and 2030
• 7.5 Threat of substitutes
  • Threat of substitutes - Impact of key factors in 2025 and 2030
• 7.6 Threat of rivalry
  • Threat of rivalry - Impact of key factors in 2025 and 2030
• 7.7 Market condition

8 Market Segmentation by Type

• 8.1 Market segments
• 8.2 Comparison by Type
• 8.3 Voice-based - Market size and forecast 2025-2030
• 8.4 Text-based - Market size and forecast 2025-2030
• 8.5 Social media-based - Market size and forecast 2025-2030
• 8.6 Market opportunity by Type
  • Market opportunity by Type ($ billion)

9 Market Segmentation by Deployment

• 9.1 Market segments
• 9.2 Comparison by Deployment
• 9.3 On-premises - Market size and forecast 2025-2030
• 9.4 Cloud-based - Market size and forecast 2025-2030
• 9.5 Market opportunity by Deployment
  • Market opportunity by Deployment ($ billion)

10 Market Segmentation by Service

• 10.1 Market segments
• 10.2 Comparison by Service
• 10.3 Professional services - Market size and forecast 2025-2030
• 10.4 Managed services - Market size and forecast 2025-2030
• 10.5 Cloud-based contact center as a services - Market size and forecast 2025-2030
• 10.6 Market opportunity by Service
  • Market opportunity by Service ($ billion)

11 Customer Landscape

• 11.1 Customer landscape overview
  • Analysis of price sensitivity, lifecycle, customer purchase basket, adoption rates, and purchase criteria

12 Geographic Landscape

• 12.1 Geographic segmentation
• 12.2 Geographic comparison
• 12.3 North America - Market size and forecast 2025-2030
  • 12.3.1 US - Market size and forecast 2025-2030
  • 12.3.2 Canada - Market size and forecast 2025-2030
  • 12.3.3 Mexico - Market size and forecast 2025-2030
• 12.4 APAC - Market size and forecast 2025-2030
  • 12.4.1 China - Market size and forecast 2025-2030
  • 12.4.2 India - Market size and forecast 2025-2030
  • 12.4.3 Japan - Market size and forecast 2025-2030
  • 12.4.4 Philippines - Market size and forecast 2025-2030
  • 12.4.5 Australia - Market size and forecast 2025-2030
  • 12.4.6 Indonesia - Market size and forecast 2025-2030
• 12.5 Europe - Market size and forecast 2025-2030
  • 12.5.1 Germany - Market size and forecast 2025-2030
  • 12.5.2 France - Market size and forecast 2025-2030
  • 12.5.3 UK - Market size and forecast 2025-2030
  • 12.5.4 Spain - Market size and forecast 2025-2030
  • 12.5.5 The Netherlands - Market size and forecast 2025-2030
  • 12.5.6 Italy - Market size and forecast 2025-2030
• 12.6 South America - Market size and forecast 2025-2030
  • 12.6.1 Brazil - Market size and forecast 2025-2030
  • 12.6.2 Argentina - Market size and forecast 2025-2030
  • 12.6.3 Colombia - Market size and forecast 2025-2030
• 12.7 Middle East and Africa - Market size and forecast 2025-2030
  • 12.7.1 South Africa - Market size and forecast 2025-2030
  • 12.7.2 UAE - Market size and forecast 2025-2030
  • 12.7.3 Saudi Arabia - Market size and forecast 2025-2030
  • 12.7.4 Egypt - Market size and forecast 2025-2030
  • 12.7.5 Nigeria - Market size and forecast 2025-2030
• 12.8 Market opportunity by geography
  • Market opportunity by geography ($ billion)
  • Data Tables on Market opportunity by geography ($ billion)

13 Drivers, Challenges, and Opportunity

• 13.1 Market drivers
  • Focus on reducing operating costs of businesses
  • Necessity to improve CRM for effective revenue generation
  • Integration of IVR into contact centers
• 13.2 Market challenges
  • Rising cybersecurity threats associated with contact centers
  • Low employee engagement and attrition level in contact centers
  • Need to adhere to regulatory requirements regarding personal data
• 13.3 Impact of drivers and challenges
  • Impact of drivers and challenges in 2025 and 2030
• 13.4 Market opportunities
  • Integration of chatbots into businesses for better turnaround times
  • Rising adoption of cloud-based contact centers
  • Incorporation of AI into contact centers for providing customized solutions

14 Competitive Landscape

• 14.1 Overview
• 14.2 Competitive Landscape
  • Overview on criticality of inputs and factors of differentiation
• 14.3 Landscape disruption
  • Overview on factors of disruption
• 14.4 Industry risks
  • Impact of key risks on business

15 Competitive Analysis

• 15.1 Companies profiled
  • Companies covered
• 15.2 Company ranking index
  • Company ranking index
• 15.3 Market positioning of companies
  • Matrix on companies position and classification
• 15.4 8x8 Inc.
  • 8x8 Inc. - Overview
  • 8x8 Inc. - Product / Service
  • 8x8 Inc. - Key news
  • 8x8 Inc. - Key offerings
  • SWOT
• 15.5 ALE International
  • ALE International - Overview
  • ALE International - Product / Service
  • ALE International - Key offerings
  • SWOT
• 15.6 Alvaria Inc.
  • Alvaria Inc. - Overview
  • Alvaria Inc. - Product / Service
  • Alvaria Inc. - Key offerings
  • SWOT
• 15.7 Amazon.com Inc.
  • Amazon.com Inc. - Overview
  • Amazon.com Inc. - Business segments
  • Amazon.com Inc. - Key news
  • Amazon.com Inc. - Key offerings
  • Amazon.com Inc. - Segment focus
  • SWOT
• 15.8 Ameyo Pvt Ltd.
  • Ameyo Pvt Ltd. - Overview
  • Ameyo Pvt Ltd. - Product / Service
  • Ameyo Pvt Ltd. - Key offerings
  • SWOT
• 15.9 Atos SE
  • Atos SE - Overview
  • Atos SE - Business segments
  • Atos SE - Key news
  • Atos SE - Key offerings
  • Atos SE - Segment focus
  • SWOT
• 15.10 Avaya LLC
  • Avaya LLC - Overview
  • Avaya LLC - Product / Service
  • Avaya LLC - Key news
  • Avaya LLC - Key offerings
  • SWOT
• 15.11 Cisco Systems Inc.
  • Cisco Systems Inc. - Overview
  • Cisco Systems Inc. - Business segments
  • Cisco Systems Inc. - Key news
  • Cisco Systems Inc. - Key offerings
  • Cisco Systems Inc. - Segment focus
  • SWOT
• 15.12 Enghouse Systems Ltd.
  • Enghouse Systems Ltd. - Overview
  • Enghouse Systems Ltd. - Business segments
  • Enghouse Systems Ltd. - Key offerings
  • Enghouse Systems Ltd. - Segment focus
  • SWOT
• 15.13 Five9 Inc.
  • Five9 Inc. - Overview
  • Five9 Inc. - Product / Service
  • Five9 Inc. - Key news
  • Five9 Inc. - Key offerings
  • SWOT
• 15.14 Genesys Telecom Lab Inc.
  • Genesys Telecom Lab Inc. - Overview
  • Genesys Telecom Lab Inc. - Product / Service
  • Genesys Telecom Lab Inc. - Key offerings
  • SWOT
• 15.15 Google LLC
  • Google LLC - Overview
  • Google LLC - Product / Service
  • Google LLC - Key offerings
  • SWOT
• 15.16 Mitel Networks Corp.
  • Mitel Networks Corp. - Overview
  • Mitel Networks Corp. - Product / Service
  • Mitel Networks Corp. - Key offerings
  • SWOT
• 15.17 NEC Corp.
  • NEC Corp. - Overview
  • NEC Corp. - Business segments
  • NEC Corp. - Key news
  • NEC Corp. - Key offerings
  • NEC Corp. - Segment focus
  • SWOT
• 15.18 NICE Ltd.
  • NICE Ltd. - Overview
  • NICE Ltd. - Business segments
  • NICE Ltd. - Key news
  • NICE Ltd. - Key offerings
  • NICE Ltd. - Segment focus
  • SWOT

16 Appendix

• 16.1 Scope of the report
  • Market definition
  • Objectives
  • Notes and caveats
• 16.2 Inclusions and exclusions checklist
  • Inclusions checklist
  • Exclusions checklist
• 16.3 Currency conversion rates for US$
  • Currency conversion rates for US$
• 16.4 Research methodology
  • Research methodology
• 16.5 Data procurement
  • Information sources
• 16.6 Data validation
  • Data validation
• 16.7 Validation techniques employed for market sizing
  • Validation techniques employed for market sizing
• 16.8 Data synthesis
  • Data synthesis
• 16.9 360 degree market analysis
  • 360 degree market analysis
• 16.10 List of abbreviations
  • List of abbreviations