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零售雲端語音通訊市場報告：2031 年趨勢、預測與競爭分析

Cloud Telephony for Retail Market Report: Trends, Forecast and Competitive Analysis to 2031

出版日期: 2025年03月13日 | 出版商:

Lucintel | 英文 150 Pages | 商品交期: 3個工作天內

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簡介目錄

全球零售雲端語音通訊（雲端電話服務）市場前景光明，中小企業和大型企業市場都存在機會。預計 2025 年至 2031 年間，全球零售雲端語音通訊市場將以 9.1% 的複合年成長率成長。該市場的主要驅動力是對全通路通訊解決方案的需求不斷成長、虛擬客服中心在客戶支援方面的採用日益增多，以及人工智慧和自動化整合度不斷提高以改善客戶經驗。

根據 Lucintel 的預測，基於類型，無限雲端語音通訊預計在預測期內將實現高速成長。
從應用來看，中小企業預計將實現高速成長。
根據地區來看，預計亞太地區將在預測期內實現最高成長。

零售雲端語音通訊市場的策略性成長機會

零售雲端語音通訊市場為關鍵應用提供了各種成長機會，使品牌能夠創新並佔領新的細分市場。

自動化客戶服務：投資自動化客戶服務解決方案可以顯著提高效率和回應能力，使零售商能夠在不影響品質的情況下處理大量查詢。
電子商務整合：隨著網路購物的持續成長，將雲端語音通訊與電子商務平台結合可以簡化客戶溝通並改善訂單管理流程。
即時分析：在雲端語音通訊系統中提供即時分析工具，使零售商能夠根據客戶互動做出明智的決策，從而提高服務和客戶滿意度。
遠距工作解決方案：隨著遠距工作的興起，為遠端團隊提供雲端語音通訊解決方案有助於促進有效的溝通和協作，提高業務效率。
與技術供應商合作：與技術供應商合作以支援雲端語音通訊，使零售商能夠獲得尖端功能，幫助他們在快速發展的市場中保持競爭力。

這些成長機會正在透過推動創新、增強客戶參與和提高業務效率來再形成零售雲端語音通訊市場。

零售雲端語音通訊市場促進因素與挑戰

零售雲端語音通訊市場受到技術、經濟和監管因素等各種促進因素和挑戰的影響。

推動零售雲端語音通訊市場發展的因素包括：

數位通訊需求增加：向數位通訊管道的轉變正在推動零售商採用雲端語音通訊解決方案，以實現高效靈活的客戶互動。
提高成本效率：與傳統系統相比，雲端語音通訊可以節省成本，使零售商能夠更有效地分配資源並投資於業務的其他領域。
改善客戶體驗：零售商優先考慮客戶體驗，雲端語音通訊解決方案促進個人化、及時和有效的溝通，並提高整體客戶滿意度。
技術進步：雲端技術和人工智慧的快速發展使零售商能夠利用創新解決方案來提高業務效率和服務品質。
遠距工作趨勢：遠距工作的增加正在推動零售公司採用雲端語音通訊解決方案，為分散式團隊提供靈活的通訊選項。

零售雲端語音通訊市場面臨的挑戰是：

資料安全問題：由於客戶要求確保其資訊在雲端系統內受到保護，零售商面臨資料安全和隱私方面的挑戰。
整合複雜性：將雲端語音通訊與現有系統整合非常複雜且資源密集，需要仔細的規劃與執行。
市場競爭：雲端語音通訊市場競爭非常激烈，眾多供應商提供類似的解決方案，這使得零售商難以脫穎而出。

這些市場促進因素和挑戰正在塑造零售雲端語音通訊市場的動態，影響策略決策和整體成長潛力。

零售雲端語音通訊公司列表

市場上的公司根據其提供的產品品質競爭。該市場的主要企業正致力於擴大製造設施、投資研發、開發基礎設施以及利用整個價值鏈的整合機會。透過這些策略，零售雲端語音通訊公司能夠滿足日益成長的需求、保持競爭力、開發創新產品和技術、降低生產成本並擴大基本客群。本報告介紹的零售雲端語音通訊公司包括：

NFON
RingCentral
思科
敏迪網路
Avaya
8x8
恩雷奇
命運 NV
Twilio
3CX

宏觀經濟趨勢（2019-2024）及預測（2025-2031）
全球零售雲端語音通訊市場趨勢（2019-2024 年）及預測（2025-2031 年）
全球零售雲端語音通訊市場（按類型）
- 無限雲端語音通訊
- 計量型的雲端語音通訊
全球零售雲端語音通訊市場（按應用程式）
- 中小型企業
- 大型企業

第4章區域市場趨勢與預測分析（2019-2031）

全球零售雲端語音通訊市場（按地區）
北美零售雲端語音通訊市場
歐洲零售雲端語音通訊市場
亞太地區零售雲端語音通訊市場
世界其他地區零售雲端語音通訊市場

第5章競爭分析

產品系列分析
營運整合
波特五力分析

第6章成長機會與策略分析

成長機會分析
- 全球零售雲端語音通訊市場成長機會（按類型）
- 全球零售雲端語音通訊市場成長機會（按應用）
- 全球零售雲端語音通訊市場各區域成長機會
全球零售雲端語音通訊市場的新趨勢
戰略分析
- 新產品開發
- 全球零售雲端語音通訊市場容量擴張
- 全球零售雲端語音通訊市場的企業合併
- 認證和許可

第7章主要企業簡介

NFON
RingCentral
Cisco
Mitel Networks
Avaya
8x8
Enreach
Destiny NV
Twilio
3CX

簡介目錄

The future of the global cloud telephony for retail market looks promising with opportunities in the small & medium business and large enterprise markets. The global cloud telephony for retail market is expected to grow with a CAGR of 9.1% from 2025 to 2031. The major drivers for this market are the increasing demand for omnichannel communication solutions, the growing adoption of virtual call centers for customer support, and the rising integration of artificial intelligence & automation for enhanced customer experiences.

Lucintel forecasts that, within the type category, unlimited cloud telephony is expected to witness higher growth over the forecast period.
Within this application category, small & medium business is expected to witness higher growth.
In terms of regions, APAC is expected to witness the highest growth over the forecast period.

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Emerging Trends in the Cloud Telephony for Retail Market

The cloud telephony for retail market is influenced by several emerging trends that reflect the industry's ongoing evolution and consumer expectations.

AI and Automation: Retailers are increasingly integrating AI and automation into their cloud telephony systems, enhancing customer interactions through chatbots and automated response systems. This trend improves efficiency and provides 24/7 support.
Omnichannel Communication: There is a growing focus on providing seamless omnichannel communication experiences. Retailers are utilizing cloud telephony to integrate voice, chat, and social media platforms, allowing for consistent customer engagement.
Personalization: Retailers are leveraging data analytics and cloud technologies to personalize customer communications. Tailored messages based on customer preferences enhance engagement and improve satisfaction.
Scalability and Flexibility: Cloud solutions provide retailers with the scalability needed to adjust their operations based on demand. This flexibility is particularly beneficial for seasonal retailers and those facing fluctuating customer needs.
Enhanced Security Features: With growing concerns about data privacy, cloud telephony providers are focusing on offering robust security features. Retailers are prioritizing secure solutions that comply with regulations, ensuring customer data protection.

These trends are reshaping the cloud telephony for retail market by promoting innovation, enhancing customer experience, and ensuring adaptability in a competitive landscape.

Recent Developments in the Cloud Telephony for Retail Market

The cloud telephony for retail market highlight advancements aimed at enhancing operational efficiency and customer engagement.

Integration with CRM systems: Many retailers are integrating cloud telephony with customer relationship management (CRM) systems to streamline customer interactions and maintain comprehensive customer profiles, facilitating personalized service.
Adoption of voice AI: The implementation of voice AI technologies is becoming more common, enabling retailers to automate responses to common inquiries and improve the efficiency of customer service operations.
Investment in security protocols: Retailers are investing in advanced security protocols to protect customer data and ensure compliance with regulations. This focus on security enhances trust and reliability in cloud telephony solutions.
Multi-language support: As global retail markets expand, cloud telephony providers are offering multi-language support features, allowing retailers to engage with diverse customer bases effectively.
Focus on analytics: Retailers are increasingly utilizing analytics tools integrated within cloud telephony platforms to gather insights on customer behavior, enabling data-driven decision-making and improving service strategies.

These developments are positively impacting the cloud telephony for retail market by driving innovation, enhancing customer service quality, and ensuring security in communications.

Strategic Growth Opportunities for Cloud Telephony for Retail Market

The cloud telephony for retail market presents various growth opportunities across key applications, enabling brands to innovate and capture new market segments.

Customer service automation: Investing in automated customer service solutions can significantly enhance efficiency and responsiveness, allowing retailers to handle higher volumes of inquiries without compromising quality.
Integration with e-commerce: As online shopping continues to grow, integrating cloud telephony with e-commerce platforms can streamline customer communications and improve order management processes.
Real-time analytics: Providing real-time analytics tools within cloud telephony systems can empower retailers to make informed decisions based on customer interactions, leading to improved service and customer satisfaction.
Remote work solutions: With the rise of remote work, offering cloud telephony solutions tailored for remote teams can facilitate effective communication and collaboration, enhancing operational efficiency.
Partnerships with tech providers: Collaborating with technology providers to enhance cloud telephony offerings can enable retailers to access cutting-edge features and stay competitive in a rapidly evolving market.

These growth opportunities are reshaping the cloud telephony for retail market by fostering innovation, enhancing customer engagement, and driving operational efficiency.

Cloud Telephony for Retail Market Driver and Challenges

The cloud telephony for retail market is influenced by various drivers and challenges shaped by technological, economic, and regulatory factors.

The factors responsible for driving the cloud telephony for retail market include:

Increased demand for digital communication: The shift toward digital communication channels is driving retailers to adopt cloud telephony solutions, allowing for efficient and flexible customer interactions.
Cost efficiency: Cloud telephony offers cost savings compared to traditional systems, enabling retailers to allocate resources more effectively and invest in other areas of their business.
Enhanced customer experience: Retailers are prioritizing customer experience, and cloud telephony solutions facilitate personalized, timely, and effective communication, enhancing overall customer satisfaction.
Technological advancements: Rapid advancements in cloud technology and AI are enabling retailers to leverage innovative solutions that improve operational efficiency and service quality.
Growing remote work trends: The rise of remote work is pushing retailers to adopt cloud telephony solutions that support flexible communication options for distributed teams.

Challenges in the cloud telephony market for retail are:

Data security concerns: Retailers face challenges related to data security and privacy, as customers demand assurance that their information is protected within cloud systems.
Integration complexities: Integrating cloud telephony with existing systems can be complex and resource-intensive, requiring careful planning and execution.
Market competition: The cloud telephony market is highly competitive, with numerous providers offering similar solutions, making differentiation challenging for retailers.

These drivers and challenges collectively shape the dynamics of the cloud telephony for retail market, influencing strategic decisions and overall growth potential.

List of Cloud Telephony Companies for Retail Market

Companies in the market compete on the basis of product quality offered. Major players in this market focus on expanding their manufacturing facilities, R&D investments, infrastructural development, and leverage integration opportunities across the value chain. Through these strategies cloud telephony for retail market companies cater increasing demand, ensure competitive effectiveness, develop innovative products & technologies, reduce production costs, and expand their customer base. Some of the cloud telephony for retail market companies profiled in this report include-

NFON
RingCentral
Cisco
Mitel Networks
Avaya
8x8
Enreach
Destiny NV
Twilio
3CX

Cloud Telephony for Retail by Segment

The study includes a forecast of the global cloud telephony for retail market by type, application, and region.

Cloud Telephony for Retail Market by Type [Analysis by Value from 2019 to 2031]:

Unlimited Cloud Telephony
Metered Cloud Telephony

Cloud Telephony for Retail Market by Application [Analysis by Value from 2019 to 2031]:

Small & Medium Business
Large Enterprise

Cloud Telephony for Retail Market by Region [Analysis by Value from 2019 to 2031]:

North America
Europe
Asia Pacific
The Rest of the World

Country Wise Outlook for the Cloud Telephony for Retail Market

The cloud telephony for retail market is rapidly evolving, driven by technological advancements and changing consumer behaviors. Retailers increasingly adopt cloud-based communication solutions to enhance customer engagement, streamline operations, and improve overall service efficiency. The COVID-19 pandemic has accelerated the shift toward digitalization, prompting retailers to leverage cloud telephony for better scalability and flexibility in their operations. This overview explores recent developments in key markets, including the United States, China, Germany, India, and Japan.

United States: In the U.S., cloud telephony adoption in retail has surged, with major retailers integrating AI-powered voice solutions to enhance customer interactions. Companies are using cloud platforms to manage customer data effectively, enabling personalized communication and improved customer service. The trend toward omnichannel experiences is prompting retailers to unify voice, chat, and social media interactions through cloud solutions. Regulatory compliance and data security are also prioritized, pushing vendors to enhance their offerings with robust security features.
China: China's retail sector is witnessing rapid advancements in cloud telephony, with significant investments in digital infrastructure. Retailers are increasingly leveraging cloud solutions for customer service automation, incorporating chatbots and AI-driven systems to handle inquiries efficiently. The integration of cloud telephony with e-commerce platforms is enhancing the customer experience by providing seamless communication options. Additionally, the government's focus on digital economy initiatives is promoting the adoption of innovative communication technologies across various retail segments.
Germany: In Germany, the cloud telephony market for retail is expanding as businesses embrace digital transformation. Retailers are implementing unified communications solutions to streamline operations and improve customer service quality. A growing focus on sustainability is influencing the choice of cloud providers, with many opting for vendors that offer eco-friendly solutions. German retailers are also investing in training staff to utilize cloud telephony systems effectively, ensuring that teams can maximize the benefits of these technologies.
India: The cloud telephony market in India is experiencing rapid growth, driven by an increase in smartphone penetration and internet connectivity. Retailers are adopting cloud solutions to enhance customer engagement and improve service delivery. Startups and established companies alike are leveraging cloud telephony to manage customer interactions more efficiently. Government initiatives promoting digitalization are further supporting the adoption of cloud technologies in the retail sector, with many businesses focusing on cost-effective solutions.
Japan: Japan's retail market is witnessing a gradual shift toward cloud telephony, with an emphasis on enhancing customer experience through technology. Retailers are integrating cloud solutions to facilitate real-time communication and support services. The use of AI and machine learning is becoming more prevalent, helping businesses analyze customer behavior and tailor their services accordingly. Additionally, the focus on data privacy and regulatory compliance is driving the demand for secure cloud telephony solutions among Japanese retailers.

Features of the Global Cloud Telephony for Retail Market

Market Size Estimates: Cloud telephony for retail market size estimation in terms of value ($B).

Trend and Forecast Analysis: Market trends (2019 to 2024) and forecast (2025 to 2031) by various segments and regions.

Segmentation Analysis: Cloud telephony for retail market size by type, application, and region in terms of value ($B).

Regional Analysis: Cloud telephony for retail market breakdown by North America, Europe, Asia Pacific, and Rest of the World.

Growth Opportunities: Analysis of growth opportunities in different types, applications, and regions of the cloud telephony for retail market.

Strategic Analysis: This includes M&A, new product development, and competitive landscape of the cloud telephony for retail market.

Analysis of competitive intensity of the industry based on Porter's Five Forces model.

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This report answers following 11 key questions:

Q.1. What are some of the most promising, high-growth opportunities of the cloud telephony for retail market by type (unlimited cloud telephony and metered cloud telephony), application (small & medium business and large enterprise), and region (North America, Europe, Asia Pacific, and the Rest of the World)?
Q.2. Which segments will grow at a faster pace and why?
Q.3. Which region will grow at a faster pace and why?
Q.4. What are the key factors affecting market dynamics? What are the key challenges and business risks in this market?
Q.5. What are the business risks and competitive threats in this market?
Q.6. What are the emerging trends in this market and the reasons behind them?
Q.7. What are some of the changing demands of customers in the market?
Q.8. What are the new developments in the market? Which companies are leading these developments?
Q.9. Who are the major players in this market? What strategic initiatives are key players pursuing for business growth?
Q.10. What are some of the competing products in this market and how big of a threat do they pose for loss of market share by material or product substitution?
Q.11. What M&A activity has occurred in the last 5 years and what has its impact been on the industry?

1. Executive Summary

2. Global Cloud Telephony for Retail Market : Market Dynamics

2.1: Introduction, Background, and Classifications
2.2: Supply Chain
2.3: Industry Drivers and Challenges

3. Market Trends and Forecast Analysis from 2019 to 2031

3.1. Macroeconomic Trends (2019-2024) and Forecast (2025-2031)
3.2. Global Cloud Telephony for Retail Market Trends (2019-2024) and Forecast (2025-2031)
3.3: Global Cloud Telephony for Retail Market by Type
- 3.3.1: Unlimited Cloud Telephony
- 3.3.2: Metered Cloud Telephony
3.4: Global Cloud Telephony for Retail Market by Application
- 3.4.1: Small & Medium Business
- 3.4.2: Large Enterprise

4. Market Trends and Forecast Analysis by Region from 2019 to 2031

4.1: Global Cloud Telephony for Retail Market by Region
4.2: North American Cloud Telephony for Retail Market
- 4.2.1: North American Market by Type: Unlimited Cloud Telephony and Metered Cloud Telephony
- 4.2.2: North American Market by Application: Small & Medium Business and Large Enterprise
4.3: European Cloud Telephony for Retail Market
- 4.3.1: European Market by Type: Unlimited Cloud Telephony and Metered Cloud Telephony
- 4.3.2: European Market by Application: Small & Medium Business and Large Enterprise
4.4: APAC Cloud Telephony for Retail Market
- 4.4.1: APAC Market by Type: Unlimited Cloud Telephony and Metered Cloud Telephony
- 4.4.2: APAC Market by Application: Small & Medium Business and Large Enterprise
4.5: ROW Cloud Telephony for Retail Market
- 4.5.1: ROW Market by Type: Unlimited Cloud Telephony and Metered Cloud Telephony
- 4.5.2: ROW Market by Application: Small & Medium Business and Large Enterprise

5. Competitor Analysis

5.1: Product Portfolio Analysis
5.2: Operational Integration
5.3: Porter's Five Forces Analysis

6. Growth Opportunities and Strategic Analysis

6.1: Growth Opportunity Analysis
- 6.1.1: Growth Opportunities of the Global Cloud Telephony for Retail Market by Type
- 6.1.2: Growth Opportunities of the Global Cloud Telephony for Retail Market by Application
- 6.1.3: Growth Opportunities of the Global Cloud Telephony for Retail Market by Region
6.2: Emerging Trends in the Global Cloud Telephony for Retail Market
6.3: Strategic Analysis
- 6.3.1: New Product Development
- 6.3.2: Capacity Expansion of the Global Cloud Telephony for Retail Market
- 6.3.3: Mergers, Acquisitions, and Joint Ventures in the Global Cloud Telephony for Retail Market
- 6.3.4: Certification and Licensing