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聯絡中心軟件市場 - 2023 年至 2028 年預測
市場調查報告書
商品編碼
1302897

聯絡中心軟件市場 - 2023 年至 2028 年預測

Contact Center Software Market - Forecasts from 2023 to 2028
出版日期: | 出版商: Knowledge Sourcing Intelligence | 英文 134 Pages | 商品交期: 最快1-2個工作天內

價格
簡介目錄

聯絡中心軟件市場預計將以 25.14% 的複合年增長率增長，從 2021 年的 336.15 億美元增至 2028 年的 1615.19 億美元。

聯絡中心軟件是各種流程的集合，可自動執行與聯絡中心相關的基本流程。 聯絡中心軟件通過本地或雲部署為中小型企業提供的主要解決方案是自動呼叫分配器、通話錄音、計算機電話集成、客戶協作、撥號器、雙向語音應答、報告和分析。 此外，我們還提供集成和部署、支持和維護、培訓和諮詢以及託管服務等服務。 大型企業越來越多地採用聯絡中心軟件以及越來越多地採用基於雲端的聯絡中心軟件預計將推動聯絡中心軟件市場的增長。

市場促進因素：

對使用人工智能技術實現客戶服務自動化的需求不斷增加。

在提高業務效率和準確性的背景下，由於企業流程自動化，對有效處理客戶服務部門通信流程的聯絡中心軟件的需求不斷增加。 根據 IBM 2022 年全球 AI 採用指數研究，48% 的業務流程自動化組織受益於 AI 技術帶來的客戶體驗改善，其中聯絡中心等組織大約 23% 正在部署 AI 進行業務自動化，以解決勞動力短缺問題。 此外，大約 28% 的聯絡中心組織正在使用人工智能技術來減少呼叫等待時間，其中 36% 的公司聲稱其客戶服務代表的工作效率得到了提高。 此外，實時行為預測、洞察交付和消費者行為分析是在聯絡中心軟件平台中採用人工智能技術的其他好處。 例如，2020 年 7 月，提供聯絡中心解決方案的以色列軟件公司 NICE Systems Ltd. 宣布推出 ENLIGHTEN Fraud Prevention，這是一款採用語音生物識別技術和人工智能來自動檢測欺詐者的客戶交互工具。

新產品發布的增加歸因於全渠道解決方案的採用。

提供聯絡中心解決方案的公司數量的增加是預計增加聯絡中心軟件消耗的一個關鍵因素。 例如，微軟公司於2022年3月收購了Nuance Communications, Inc.，整合了Azure、Teams等不同品牌的現有服務，並於2022年7月發布了聯絡中心軟件平台“Microsoft Digital”。 此外，2022年2月，網路會議和影像通話解決方案市場領先公司Zoom Video Communications, Inc.宣布推出聯絡中心軟件平台“Zoom Contact Center”，以增強其平台服務。 此外，這兩款最近發布的產品都滿足全渠道網路的要求。 全渠道解決方案的日益普及正在推動全渠道聯絡中心軟件應用程序的開發並提高其盈利能力。

網路安全漏洞的威脅可能會減緩聯絡中心軟件市場的擴張。

數據問題和網路安全漏洞的威脅阻礙了企業聯絡中心軟件的廣泛採用。 聯絡中心正在部署網路聊天、自助服務渠道和 IVR 系統作為其運營的重要組成部分，以處理其座席收到的越來越多的呼叫，從而增加欺詐攻擊的風險以及由此造成的損失的影響。聯絡中心平台擁有大量可用的敏感客戶數據，使它們持續面臨網路攻擊的風險。 因此，針對聯絡中心軟件平台的網路攻擊數量不斷增加預計將對市場擴張產生負面影響。

新興市場的趨勢：

  • 2023 年4 月，Teckinfo Solutions Pvt. Ltd.（一家提供基於雲端的聯絡中心和呼叫中心服務的印度軟件技術公司）宣布推出一個新的軟件平台，該平台提供了一個統一的平台來為各種組織規模的客戶提供服務。我們宣布“ID雲端-高級聯絡中心”。 2023年1月，國際IT公司Cognizant與美國公司NICE Systems Ltd.簽署戰略合作夥伴協議，該公司提供領先的人工智能支持的聯絡中心軟件平台CXone，整合Cognizant的雲端原生客戶體驗平台，進一步增強您的客戶體驗。 2022年10月，美國軟件技術公司Duo World Inc.宣布將能夠有效地進行全渠道通信，集成第三方應用程序，並集成社交媒體源、聊天和語音通話。發布了DialDesk，這是一個基於雲端的新型聯絡中心平台，可自動擴展跨所有媒體的通信。

基於雲端的聯絡中心軟件解決方案的部署正在經歷顯著增長。

越來越多地採用基於雲端的聯絡中心及其有效處理網路服務器上的通信的能力，為聯絡中心軟件市場創造了增長機會。 基於雲端的聯絡中心越來越多地被採用，因為與傳統的聯絡中心相比，它們提供了更大的靈活性。 例如，根據美國網路硬件提供商思科系統公司2020年進行的一項民意調查，大約62%的聯絡中心決策者表示有興趣開發基於雲端的聯絡中心。 因此，在預測期內，雲端部門將佔據聯絡中心軟件市場的主要份額。

北美在聯絡中心軟件市場中佔有重要份額，預計在預測期內將會增長。

北美在聯絡中心軟件市場中佔據了相當大的份額，受領先公司和品牌逐漸向數字化轉型的推動，這有利於操作和其他相關任務的自動化，從而導致客戶可能有巨大的需求用於護理和通信服務中的軟件應用程序。 北美經濟中零售業的擴張導致零售公司對聯絡中心軟件的消費增加，從而提高了客戶保留率和滿意度。 此外，該地區主要的聯絡中心軟件平台（如Nice CXone、Genesys Cloud CX和UJET）的存在，為BFSI和IT等各行業的公司提供了招聘機會，使其成為該地區的首選。聯絡中心軟件產品預計將增加。

內容

第 1 章簡介

  • 市場概覽
  • 市場定義
  • 調查範圍
  • 市場細分
  • 貨幣
  • 先決條件
  • 基準年和預測年的時間表

第 2 章研究方法

  • 調查數據
  • 調查過程

第 3 章執行摘要

  • 研究亮點

第 4 章市場動態

  • 市場促進因素
  • 市場抑制因素
  • 波特五力分析
  • 行業價值鏈分析

第 5 章聯絡中心軟件市場：按組件

  • 簡介
  • 解決方案
    • 自動來電分配 (ACD)
    • 通話錄音
    • 電腦電話集成 (CTI)
    • 與客戶的合作
    • 撥號器
    • 交互式語音應答 (IVR)
    • 報告/分析
    • 其他
  • 服務
    • 集成/部署
    • 支持/維護
    • 培訓/諮詢
    • 託管服務

第 6 章聯絡中心軟件市場：按公司規模劃分

  • 簡介
  • 小型企業
  • 中型企業
  • 大型企業

第 7 章聯絡中心軟件市場：按部署劃分

  • 簡介
  • 雲端
  • 本地

第 8 章聯絡中心軟件市場：按地區

  • 簡介
  • 北美
    • 美國
    • 加拿大
    • 墨西哥
  • 南美洲
    • 巴西
    • 阿根廷
    • 其他
  • 歐洲
    • 德國
    • 法國
    • 英國
    • 西班牙
    • 其他
  • 中東/非洲
    • 沙特阿拉伯
    • 阿拉伯聯合酋長國
    • 以色列
    • 其他
  • 亞太地區
    • 中國
    • 日本
    • 印度
    • 韓國
    • 印度尼西亞
    • 台灣
    • 其他

第 9 章競爭格局與分析

  • 主要公司及戰略分析
  • 新興公司和市場盈利能力
  • 合併、收購、協議和合作
  • 供應商競爭力矩陣

第 10 章公司簡介

  • Genesys
  • Enghouse Interactive.
  • Mitel Networks Corp
  • NEC Corporation
  • NICE
  • Five9, Inc.
  • AWS
  • 3C Logic
  • Cisco
  • SAP SE
簡介目錄
Product Code: KSI061615032

The contact center software market is projected to grow at a CAGR of 25.14%, reaching US$161.519 billion in 2028 from US$33.615 billion in 2021.

The aggregation of various processes that automate the integral processes associated with a contact center is called the contact center software. Automatic call distribution, call recording, computer telephony integration, customer collaboration, dialer, interactive voice responses, and reporting & analytics are the major solutions offered by contact center software to small, medium, and large-sized enterprises by on-premise and cloud deployment. Further, it also provides services such as integration & deployment, support & maintenance, training & consulting, and managed services. The growing adoption of contact center software by large enterprises and the rise in the adoption of cloud-based contact center software are anticipated to grow the contact center software market.

Market Drivers:

The growing demand for automating customer care services using AI technology.

The automation of company processes fueled by the enhancement of operational efficiency of businesses and the improvement in accuracy is generating a high demand for contact center software to handle communication processes in the customer care service department effectively. According to IBM's Global AI Adoption Index research from 2022, 48% of the organizations automating their business processes benefited from enhanced customer experience as a result of AI technology, and approximately 23% of the organizations such as contact centers, are adopting AI for business, automation to address the issue of employee shortages. Further, about 28% of contact center organizations are using AI technology to reduce the waiting time on calls, and 36% of these enterprises declared an enhancement in the productivity of customer service agents. Further, real-time behavior prediction, insight provision, and consumer behavior analysis are the additional benefits of employing AI technology in contact center software platforms. For instance, in July 2020, Israeli software company NICE Systems Ltd., a software company providing contact center solutions, unveiled a customer interaction tool, ENLIGHTEN Fraud Prevention, that employs speech biometrics and artificial intelligence to detect fraudsters automatically.

The rise in new product launches is due to the adoption of omnichannel solutions.

The growth in the number of companies offering contact center solutions is a significant factor expected to increase the consumption of contact center software. For instance, in July 2022, Microsoft Corporation introduced its contact center software platform, Microsoft Digital, due to its previous acquisition of Nuance Communications, Inc. in March 2022 and the integration of its existing services under its different brands, such as Azure and Teams. Further, in February 2022, Zoom Video Communications, Inc., a leading company in the web conferencing and video call solution market, introduced its contact center software platform, Zoom Contact Center, to fortify its platform services. In addition, both these recent launches meet the requirement of an omnichannel network. The rising adoption of omnichannel solutions increases their profit margins in encouraging the development of omnichannel contact center software applications.

The threat of cybersecurity vulnerabilities could slow down the expansion of the contact center software market.

The data issues and the threat of cybersecurity violations are restraining companies' extensive adoption of contact center software. Since contact centers majorly deploy webchats, self-service channels, and IVR systems as an integral part of their working operations to handle the rising calls received by agents, they become increasingly susceptible to the danger of fraud attacks and consequential losses. The availability of vast amounts of sensitive client data with contact center platforms continuously exposes them to the risk of cyberattacks. Therefore, the increasing number of cyberattacks on contact center software platforms is anticipated to affect market expansion negatively.

Market Developments:

  • In April 2023, Teckinfo Solutions Pvt. Ltd., a software technology company in India offering cloud-based contact and call center services, introduced a new software platform, ID Cloud - Premium Contact Centre, to provide a uniform platform for engaging customers across all organizational sizes.
  • In January 2023, Cognizant, an international IT company, entered into a strategic partnership deal with NICE Systems Ltd., a US-based company offering a leading contact center software platform sponsored by AI, CXone, to merge the CXone software with Cloud Native Customer Experience Platform offered by Cognizant to enhance customer experience further.
  • In October 2022, DialDesk, a new contact center platform based on the cloud, was released by Duo World Inc., a US-based software technology company, to effectively conduct communication in omnichannel, integrate third-party applications, and autoscale communications on all mediums, including social media feeds, chats, and voice calls.

By deployment, cloud-based contact center software solutions are experiencing substantial growth.

The growing adoption of cloud-based contact centers is creating a growth opportunity for the contact center software market due to its effective ability to handle communication processed on web servers. The rising deployment of cloud-based contact centers is due to their ability to provide flexibility compared to conventional contact centers. For example, according to a poll conducted in 2020 by Cisco Systems Inc., a US-based company providing networking hardware, approximately 62% of decision-makers in contact centers have indicated an interest in developing cloud-based contact centers. Therefore, the cloud sector will hold a major share of the contact center software market over the forecast period.

North America has a significant share of the contact center software market and is expected to grow in the forecast period.

North America holds a significant share of the contact center software market fueled by the automation of business operations and other associated tasks encouraged by the gradual transition of top firms and brands towards digitalization, creating a huge demand for software applications in customer care and communication services. The expansion of the retail sector of North American economies is resulting in increased consumption of contact center software by retail companies to improve customer retention and satisfaction rates. Further, the presence of major contact center software platforms in the region, such as Nice CXone, Genesys Cloud CX, and UJET, offer adoption opportunities for companies working in various industries, such as the BFSI and IT which are expected to increase the consumption of contact center software products in the region.

Market Segmentation:

By Component

  • Solutions
  • Automatic Call Distribution (ACD)
  • Call Recording
  • Computer Telephony Integration (CTI)
  • Customer Collaboration
  • Dialer
  • Interactive Voice Responses (IVR)
  • Reporting & Analytics
  • Others
  • Service
  • Integration & Deployment
  • Support & Maintenance
  • Training & Consulting
  • Managed Services

By Enterprise Size

  • Small Enterprises
  • Medium enterprises
  • Large Enterprises

By Deployment

  • Cloud
  • On-Premise

By Geography

  • North America
    • USA
    • Canada
    • Mexico
  • South America
    • Brazil
    • Argentina
    • Others
  • Europe
    • Germany
    • France
    • United Kingdom
    • Spain
    • Others
  • Middle East and Africa
    • Saudi Arabia
    • UAE
    • Israel
    • Others
  • Asia Pacific
    • China
    • Japan
    • India
    • South Korea
    • Indonesia
    • Taiwan
    • Others

TABLE OF CONTENTS

1. INTRODUCTION

  • 1.1. Market Overview
  • 1.2. Market Definition
  • 1.3. Scope of the Study
  • 1.4. Market Segmentation
  • 1.5. Currency
  • 1.6. Assumptions
  • 1.7. Base and Forecast Years Timeline

2. RESEARCH METHODOLOGY

  • 2.1. Research Data
  • 2.2. Research Process

3. EXECUTIVE SUMMARY

  • 3.1. Research Highlights

4. MARKET DYNAMICS

  • 4.1. Market Drivers
  • 4.2. Market Restraints
  • 4.3. Porter's Five Force Analysis
    • 4.3.1. Bargaining Power of Suppliers
    • 4.3.2. Bargaining Power of Buyers
    • 4.3.3. Threat of New Entrants
    • 4.3.4. Threat of Substitutes
    • 4.3.5. Competitive Rivalry in the Industry
  • 4.4. Industry Value Chain Analysis

5. CONTACT CENTER SOFTWARE MARKET BY COMPONENT

  • 5.1. Introduction
  • 5.2. Solutions
    • 5.2.1. Automatic Call Distribution (ACD)
    • 5.2.2. Call Recording
    • 5.2.3. Computer Telephony Integration (CTI)
    • 5.2.4. Customer Collaboration
    • 5.2.5. Dialer
    • 5.2.6. Interactive Voice Responses (IVR)
    • 5.2.7. Reporting & Analytics
    • 5.2.8. Others
  • 5.3. Service
    • 5.3.1. Integration & Deployment
    • 5.3.2. Support & Maintenance
    • 5.3.3. Training & Consulting
    • 5.3.4. Managed Services

6. CONTACT CENTER SOFTWARE MARKET BY ENTERPRISE SIZE

  • 6.1. Introduction
  • 6.2. Small Enterprises
  • 6.3. Medium Enterprises
  • 6.4. Large Enterprises

7. CONTACT CENTER SOFTWARE MARKET BY DEPLOYMENT

  • 7.1. Introduction
  • 7.2. Cloud
  • 7.3. On-Premise

8. CONTACT CENTER SOFTWARE MARKET BY GEOGRAPHY

  • 8.1. Introduction
  • 8.2. North America
    • 8.2.1. USA
    • 8.2.2. Canada
    • 8.2.3. Mexico
  • 8.3. South America
    • 8.3.1. Brazil
    • 8.3.2. Argentina
    • 8.3.3. Others
  • 8.4. Europe
    • 8.4.1. Germany
    • 8.4.2. France
    • 8.4.3. United Kingdom
    • 8.4.4. Spain
    • 8.4.5. Others
  • 8.5. Middle East And Africa
    • 8.5.1. Saudi Arabia
    • 8.5.2. UAE
    • 8.5.3. Israel
    • 8.5.4. Others
  • 8.6. Asia Pacific
    • 8.6.1. China
    • 8.6.2. Japan
    • 8.6.3. India
    • 8.6.4. South Korea
    • 8.6.5. Indonesia
    • 8.6.6. Taiwan
    • 8.6.7. Others

9. COMPETITIVE ENVIRONMENT AND ANALYSIS

  • 9.1. Major Players and Strategy Analysis
  • 9.2. Emerging Players and Market Lucrative
  • 9.3. Mergers, Acquisition, Agreements, and Collaborations
  • 9.4. Vendor Competitiveness Matrix

10. COMPANY PROFILES

  • 10.1. Genesys
  • 10.2. Enghouse Interactive.
  • 10.3. Mitel Networks Corp
  • 10.4. NEC Corporation
  • 10.5. NICE
  • 10.6. Five9, Inc.
  • 10.7. AWS
  • 10.8. 3C Logic
  • 10.9. Cisco
  • 10.10. SAP SE