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1778894

聯絡中心軟體市場－全球產業規模、佔有率、趨勢、機會及預測（按產品、部署、產業、地區、競爭）2020-2030F

Contact Center Software Market - Global Industry Size, Share, Trends, Opportunity, and Forecast, By Offering, By Deployment, By Industry, By Region, By Competition 2020-2030F
出版日期: | 出版商: TechSci Research | 英文 185 Pages | 商品交期: 2-3個工作天內

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簡介目錄

2024年，全球聯絡中心軟體市場規模為345.6億美元，預計2030年將達到1,168.6億美元，複合年成長率為22.51%。全球聯絡中心軟體是指企業用來管理語音、電子郵件、即時聊天、簡訊和社群媒體等多種管道客戶互動的一套應用程式和工具。它使企業能夠簡化溝通流程、實現回應自動化、追蹤客戶諮詢並提升整體服務品質。這些軟體解決方案擴大與人工智慧 (AI)、機器學習 (ML) 和雲端運算等新興技術相結合，幫助企業提供無縫、個人化和高效的客戶支援體驗。

市場概覽
預測期 2026-2030
2024年市場規模 345.6億美元
2030年市場規模 1168.6億美元
2025-2030 年複合年成長率 22.51%
成長最快的領域 金融服務業
最大的市場 北美洲

全球聯絡中心軟體市場正蓬勃發展，這得益於幾個關鍵因素。首先，各行各業向數位轉型的轉變促使企業採用先進的通訊技術以保持競爭力。雲端服務的日益普及帶來了靈活性、可擴展性和成本效益，使其成為各種規模企業的理想選擇。此外，客戶體驗作為差異化因素的重要性日益提升，促使企業投資於能夠更快解決問題、進行即時資料分析以及跨平台提供一致服務的工具。遠距辦公的興起，尤其是在疫情後，進一步推動了對強大的雲端聯絡中心解決方案的需求，這些解決方案能夠支援遠端座席並確保業務連續性。

關鍵市場促進因素

全通路客戶互動需求不斷成長

主要市場挑戰

資料安全與監管合規風險

主要市場趨勢

人工智慧驅動的客戶互動

目錄

第 1 章：解決方案概述

  • 市場定義
  • 市場範圍
    • 覆蓋市場
    • 考慮學習的年限
    • 主要市場區隔

第2章：研究方法

第3章：執行摘要

第4章：顧客之聲

第5章：全球聯絡中心軟體市場展望

  • 市場規模和預測
    • 按價值
  • 市場佔有率和預測
    • 按提供（自動呼叫分配 (ACD)、通話記錄、電腦電話整合 (CTI)、客戶協作、撥號器、互動式語音應答 (IVR)、報告與分析、勞動力最佳化、其他）
    • 按部署（託管、本機）
    • 按行業（BFSI、消費品和零售、政府、醫療保健、IT 和電信、旅遊和酒店、其他）
    • 按地區（北美、歐洲、南美、中東和非洲、亞太地區）
  • 按公司分類（2024）
  • 市場地圖

第6章：北美聯絡中心軟體市場展望

  • 市場規模和預測
  • 市場佔有率和預測
  • 北美：國家分析
    • 美國
    • 加拿大
    • 墨西哥

第7章：歐洲聯絡中心軟體市場展望

  • 市場規模和預測
  • 市場佔有率和預測
  • 歐洲：國家分析
    • 德國
    • 法國
    • 英國
    • 義大利
    • 西班牙

第8章：亞太地區聯絡中心軟體市場展望

  • 市場規模和預測
  • 市場佔有率和預測
  • 亞太地區：國家分析
    • 中國
    • 印度
    • 日本
    • 韓國
    • 澳洲

第9章：中東和非洲聯絡中心軟體市場展望

  • 市場規模和預測
  • 市場佔有率和預測
  • 中東和非洲：國家分析
    • 沙烏地阿拉伯
    • 阿拉伯聯合大公國
    • 南非

第10章：南美洲聯絡中心軟體市場展望

  • 市場規模和預測
  • 市場佔有率和預測
  • 南美洲：國家分析
    • 巴西
    • 哥倫比亞
    • 阿根廷

第 11 章：市場動態

  • 驅動程式
  • 挑戰

第 12 章：市場趨勢與發展

  • 合併與收購（如有）
  • 產品發布（如有）
  • 最新動態

第13章：公司簡介

  • Genesys Telecommunications Laboratories, Inc.
  • Avaya LLC
  • Nice Ltd.
  • Five9, Inc.
  • Cisco Systems, Inc
  • 8x8, Inc.
  • Oracle Corporation
  • SAP SE

第 14 章：策略建議

第15章調查會社について,免責事項

簡介目錄
Product Code: 15757

Global Contact Center Software Market was valued at USD 34.56 Billion in 2024 and is expected to reach USD 116.86 Billion by 2030 with a CAGR of 22.51% through 2030. Global Contact Center Software refers to a suite of applications and tools used by businesses to manage customer interactions across multiple channels such as voice, email, live chat, SMS, and social media. It enables companies to streamline communication, automate responses, track customer inquiries, and enhance overall service quality. These software solutions are increasingly integrated with emerging technologies such as artificial intelligence (AI), machine learning (ML), and cloud computing, which help businesses provide seamless, personalized, and efficient customer support experiences.

Market Overview
Forecast Period2026-2030
Market Size 2024USD 34.56 Billion
Market Size 2030USD 116.86 Billion
CAGR 2025-203022.51%
Fastest Growing SegmentBFSI
Largest MarketNorth America

The global market for contact center software is on the rise due to several key factors. First, the shift towards digital transformation across industries has led businesses to adopt advanced communication technologies to remain competitive. The increased adoption of cloud-based services offers flexibility, scalability, and cost-effectiveness, making it an attractive option for enterprises of all sizes. Moreover, the growing importance of customer experience as a differentiator has pushed companies to invest in tools that allow faster resolution, real-time data analytics, and consistent service across platforms. The rise of remote work, especially post-pandemic, has further fueled the need for robust, cloud-based contact center solutions that support remote agents and ensure business continuity.

Key Market Drivers

Increasing Demand for Omnichannel Customer Engagement

Businesses are increasingly prioritizing omnichannel strategies to deliver a seamless customer experience across platforms such as voice, chat, email, social media, and messaging apps. Customers now expect real-time, personalized communication regardless of the channel they use. This shift has driven the demand for contact center software that integrates and manages all interactions through a unified platform. Enterprises are adopting such tools to reduce service fragmentation and boost customer satisfaction.

As digital adoption continues to expand, companies recognize the need to centralize communication workflows. A unified interface enables customer service agents to maintain context across touchpoints, improving resolution time and customer loyalty. As a result, omnichannel capabilities have become a core purchasing criterion for contact center software solutions. According to some reports, 61 percent of U.S. customers used three or more communication channels to reach customer service in 2023. This statistic underscores the growing complexity of customer expectations, where consumers demand continuity across multiple platforms. Businesses failing to offer integrated, cross-channel support risk inconsistent service delivery and potential customer churn, thereby amplifying the need for omnichannel contact center solutions.

Key Market Challenges

Data Security and Regulatory Compliance Risks

As organizations increasingly rely on digital channels and cloud-based solutions for customer engagement, data security and regulatory compliance have emerged as critical concerns in the global contact center software market. Contact centers handle vast volumes of sensitive customer data-including personally identifiable information, payment details, and behavioral insights-which makes them attractive targets for cyberattacks. The growing complexity of cyber threats, including ransomware, phishing schemes, and insider breaches, places substantial pressure on software providers and enterprises alike to adopt advanced security measures. Failure to implement adequate security protocols not only jeopardizes customer trust but can also result in significant financial and reputational damage.

In parallel, organizations must navigate a rapidly evolving global regulatory landscape. Legal frameworks such as the General Data Protection Regulation in Europe, the California Consumer Privacy Act in the United States, and sector-specific guidelines in regions like Asia-Pacific impose strict obligations on data collection, storage, and processing. These regulations vary significantly by jurisdiction, adding complexity for multinational enterprises and cloud service providers operating across borders. Non-compliance can lead to substantial fines and operational disruptions, forcing contact center software vendors to invest heavily in regulatory alignment. Ensuring secure data flows, real-time auditing capabilities, and encryption across all touchpoints is no longer optional-it is a foundational requirement. Consequently, software providers must balance innovation with compliance, which can slow down product development cycles and increase overall costs, thus impeding the pace of market growth.

Key Market Trends

Artificial Intelligence-Powered Customer Interactions

The adoption of artificial intelligence in contact center software is transforming the way businesses engage with customers. AI-powered tools such as chatbots, virtual agents, and natural language processing engines are enabling real-time, intelligent conversations that improve response accuracy and efficiency. These tools can handle high-volume inquiries, provide 24/7 support, and reduce agent workload by automating routine tasks. Businesses benefit from faster response times, lower operational costs, and enhanced customer satisfaction through consistent, context-aware engagement.

Beyond basic automation, artificial intelligence is enabling predictive customer service and sentiment analysis. Advanced contact center platforms now use machine learning algorithms to analyze customer behavior, anticipate issues, and suggest proactive solutions to agents in real time. Sentiment analysis helps agents adapt their tone and responses based on the customer's emotional state, leading to improved resolution outcomes. As enterprises increasingly prioritize customer experience, artificial intelligence integration has become a strategic differentiator in software selection and deployment.

Key Market Players

  • Genesys Telecommunications Laboratories, Inc.
  • Avaya LLC
  • Nice Ltd.
  • Five9, Inc.
  • Cisco Systems, Inc.
  • 8x8, Inc.
  • Oracle Corporation
  • SAP SE

Report Scope:

In this report, the Global Contact Center Software Market has been segmented into the following categories, in addition to the industry trends which have also been detailed below:

Contact Center Software Market, By Offering:

  • Automatic Call Distribution (ACD)
  • Call Recording
  • Computer Telephony Integration (CTI)
  • Customer Collaboration
  • Dialer
  • Interactive Voice Responses (IVR)
  • Reporting & Analytics
  • Workforce Optimization
  • Others

Contact Center Software Market, By Deployment:

  • Hosted
  • On-premises

Contact Center Software Market, By Industry:

  • BFSI
  • Consumer Goods & Retail
  • Government
  • Healthcare
  • IT & Telecom
  • Traveling & Hospitality
  • Others

Contact Center Software Market, By Region:

  • North America
    • United States
    • Canada
    • Mexico
  • Europe
    • Germany
    • France
    • United Kingdom
    • Italy
    • Spain
  • Asia Pacific
    • China
    • India
    • Japan
    • South Korea
    • Australia
  • Middle East & Africa
    • Saudi Arabia
    • UAE
    • South Africa
  • South America
    • Brazil
    • Colombia
    • Argentina

Competitive Landscape

Company Profiles: Detailed analysis of the major companies present in the Global Contact Center Software Market.

Available Customizations:

Global Contact Center Software Market report with the given market data, TechSci Research offers customizations according to a company's specific needs. The following customization options are available for the report:

Company Information

  • Detailed analysis and profiling of additional market players (up to five).

Table of Contents

1. Solution Overview

  • 1.1. Market Definition
  • 1.2. Scope of the Market
    • 1.2.1. Markets Covered
    • 1.2.2. Years Considered for Study
    • 1.2.3. Key Market Segmentations

2. Research Methodology

  • 2.1. Objective of the Study
  • 2.2. Baseline Methodology
  • 2.3. Key Industry Partners
  • 2.4. Major Association and Secondary Sources
  • 2.5. Forecasting Methodology
  • 2.6. Data Triangulation & Validation
  • 2.7. Assumptions and Limitations

3. Executive Summary

  • 3.1. Overview of the Market
  • 3.2. Overview of Key Market Segmentations
  • 3.3. Overview of Key Market Players
  • 3.4. Overview of Key Regions/Countries
  • 3.5. Overview of Market Drivers, Challenges, and Trends

4. Voice of Customer

5. Global Contact Center Software Market Outlook

  • 5.1. Market Size & Forecast
    • 5.1.1. By Value
  • 5.2. Market Share & Forecast
    • 5.2.1. By Offering (Automatic Call Distribution (ACD), Call Recording, Computer Telephony Integration (CTI), Customer Collaboration, Dialer, Interactive Voice Responses (IVR), Reporting & Analytics, Workforce Optimization, Others)
    • 5.2.2. By Deployment (Hosted, On-premises)
    • 5.2.3. By Industry (BFSI, Consumer Goods & Retail, Government, Healthcare, IT & Telecom, Traveling & Hospitality, Others)
    • 5.2.4. By Region (North America, Europe, South America, Middle East & Africa, Asia Pacific)
  • 5.3. By Company (2024)
  • 5.4. Market Map

6. North America Contact Center Software Market Outlook

  • 6.1. Market Size & Forecast
    • 6.1.1. By Value
  • 6.2. Market Share & Forecast
    • 6.2.1. By Offering
    • 6.2.2. By Deployment
    • 6.2.3. By Industry
    • 6.2.4. By Country
  • 6.3. North America: Country Analysis
    • 6.3.1. United States Contact Center Software Market Outlook
      • 6.3.1.1. Market Size & Forecast
        • 6.3.1.1.1. By Value
      • 6.3.1.2. Market Share & Forecast
        • 6.3.1.2.1. By Offering
        • 6.3.1.2.2. By Deployment
        • 6.3.1.2.3. By Industry
    • 6.3.2. Canada Contact Center Software Market Outlook
      • 6.3.2.1. Market Size & Forecast
        • 6.3.2.1.1. By Value
      • 6.3.2.2. Market Share & Forecast
        • 6.3.2.2.1. By Offering
        • 6.3.2.2.2. By Deployment
        • 6.3.2.2.3. By Industry
    • 6.3.3. Mexico Contact Center Software Market Outlook
      • 6.3.3.1. Market Size & Forecast
        • 6.3.3.1.1. By Value
      • 6.3.3.2. Market Share & Forecast
        • 6.3.3.2.1. By Offering
        • 6.3.3.2.2. By Deployment
        • 6.3.3.2.3. By Industry

7. Europe Contact Center Software Market Outlook

  • 7.1. Market Size & Forecast
    • 7.1.1. By Value
  • 7.2. Market Share & Forecast
    • 7.2.1. By Offering
    • 7.2.2. By Deployment
    • 7.2.3. By Industry
    • 7.2.4. By Country
  • 7.3. Europe: Country Analysis
    • 7.3.1. Germany Contact Center Software Market Outlook
      • 7.3.1.1. Market Size & Forecast
        • 7.3.1.1.1. By Value
      • 7.3.1.2. Market Share & Forecast
        • 7.3.1.2.1. By Offering
        • 7.3.1.2.2. By Deployment
        • 7.3.1.2.3. By Industry
    • 7.3.2. France Contact Center Software Market Outlook
      • 7.3.2.1. Market Size & Forecast
        • 7.3.2.1.1. By Value
      • 7.3.2.2. Market Share & Forecast
        • 7.3.2.2.1. By Offering
        • 7.3.2.2.2. By Deployment
        • 7.3.2.2.3. By Industry
    • 7.3.3. United Kingdom Contact Center Software Market Outlook
      • 7.3.3.1. Market Size & Forecast
        • 7.3.3.1.1. By Value
      • 7.3.3.2. Market Share & Forecast
        • 7.3.3.2.1. By Offering
        • 7.3.3.2.2. By Deployment
        • 7.3.3.2.3. By Industry
    • 7.3.4. Italy Contact Center Software Market Outlook
      • 7.3.4.1. Market Size & Forecast
        • 7.3.4.1.1. By Value
      • 7.3.4.2. Market Share & Forecast
        • 7.3.4.2.1. By Offering
        • 7.3.4.2.2. By Deployment
        • 7.3.4.2.3. By Industry
    • 7.3.5. Spain Contact Center Software Market Outlook
      • 7.3.5.1. Market Size & Forecast
        • 7.3.5.1.1. By Value
      • 7.3.5.2. Market Share & Forecast
        • 7.3.5.2.1. By Offering
        • 7.3.5.2.2. By Deployment
        • 7.3.5.2.3. By Industry

8. Asia Pacific Contact Center Software Market Outlook

  • 8.1. Market Size & Forecast
    • 8.1.1. By Value
  • 8.2. Market Share & Forecast
    • 8.2.1. By Offering
    • 8.2.2. By Deployment
    • 8.2.3. By Industry
    • 8.2.4. By Country
  • 8.3. Asia Pacific: Country Analysis
    • 8.3.1. China Contact Center Software Market Outlook
      • 8.3.1.1. Market Size & Forecast
        • 8.3.1.1.1. By Value
      • 8.3.1.2. Market Share & Forecast
        • 8.3.1.2.1. By Offering
        • 8.3.1.2.2. By Deployment
        • 8.3.1.2.3. By Industry
    • 8.3.2. India Contact Center Software Market Outlook
      • 8.3.2.1. Market Size & Forecast
        • 8.3.2.1.1. By Value
      • 8.3.2.2. Market Share & Forecast
        • 8.3.2.2.1. By Offering
        • 8.3.2.2.2. By Deployment
        • 8.3.2.2.3. By Industry
    • 8.3.3. Japan Contact Center Software Market Outlook
      • 8.3.3.1. Market Size & Forecast
        • 8.3.3.1.1. By Value
      • 8.3.3.2. Market Share & Forecast
        • 8.3.3.2.1. By Offering
        • 8.3.3.2.2. By Deployment
        • 8.3.3.2.3. By Industry
    • 8.3.4. South Korea Contact Center Software Market Outlook
      • 8.3.4.1. Market Size & Forecast
        • 8.3.4.1.1. By Value
      • 8.3.4.2. Market Share & Forecast
        • 8.3.4.2.1. By Offering
        • 8.3.4.2.2. By Deployment
        • 8.3.4.2.3. By Industry
    • 8.3.5. Australia Contact Center Software Market Outlook
      • 8.3.5.1. Market Size & Forecast
        • 8.3.5.1.1. By Value
      • 8.3.5.2. Market Share & Forecast
        • 8.3.5.2.1. By Offering
        • 8.3.5.2.2. By Deployment
        • 8.3.5.2.3. By Industry

9. Middle East & Africa Contact Center Software Market Outlook

  • 9.1. Market Size & Forecast
    • 9.1.1. By Value
  • 9.2. Market Share & Forecast
    • 9.2.1. By Offering
    • 9.2.2. By Deployment
    • 9.2.3. By Industry
    • 9.2.4. By Country
  • 9.3. Middle East & Africa: Country Analysis
    • 9.3.1. Saudi Arabia Contact Center Software Market Outlook
      • 9.3.1.1. Market Size & Forecast
        • 9.3.1.1.1. By Value
      • 9.3.1.2. Market Share & Forecast
        • 9.3.1.2.1. By Offering
        • 9.3.1.2.2. By Deployment
        • 9.3.1.2.3. By Industry
    • 9.3.2. UAE Contact Center Software Market Outlook
      • 9.3.2.1. Market Size & Forecast
        • 9.3.2.1.1. By Value
      • 9.3.2.2. Market Share & Forecast
        • 9.3.2.2.1. By Offering
        • 9.3.2.2.2. By Deployment
        • 9.3.2.2.3. By Industry
    • 9.3.3. South Africa Contact Center Software Market Outlook
      • 9.3.3.1. Market Size & Forecast
        • 9.3.3.1.1. By Value
      • 9.3.3.2. Market Share & Forecast
        • 9.3.3.2.1. By Offering
        • 9.3.3.2.2. By Deployment
        • 9.3.3.2.3. By Industry

10. South America Contact Center Software Market Outlook

  • 10.1. Market Size & Forecast
    • 10.1.1. By Value
  • 10.2. Market Share & Forecast
    • 10.2.1. By Offering
    • 10.2.2. By Deployment
    • 10.2.3. By Industry
    • 10.2.4. By Country
  • 10.3. South America: Country Analysis
    • 10.3.1. Brazil Contact Center Software Market Outlook
      • 10.3.1.1. Market Size & Forecast
        • 10.3.1.1.1. By Value
      • 10.3.1.2. Market Share & Forecast
        • 10.3.1.2.1. By Offering
        • 10.3.1.2.2. By Deployment
        • 10.3.1.2.3. By Industry
    • 10.3.2. Colombia Contact Center Software Market Outlook
      • 10.3.2.1. Market Size & Forecast
        • 10.3.2.1.1. By Value
      • 10.3.2.2. Market Share & Forecast
        • 10.3.2.2.1. By Offering
        • 10.3.2.2.2. By Deployment
        • 10.3.2.2.3. By Industry
    • 10.3.3. Argentina Contact Center Software Market Outlook
      • 10.3.3.1. Market Size & Forecast
        • 10.3.3.1.1. By Value
      • 10.3.3.2. Market Share & Forecast
        • 10.3.3.2.1. By Offering
        • 10.3.3.2.2. By Deployment
        • 10.3.3.2.3. By Industry

11. Market Dynamics

  • 11.1. Drivers
  • 11.2. Challenges

12. Market Trends and Developments

  • 12.1. Merger & Acquisition (If Any)
  • 12.2. Product Launches (If Any)
  • 12.3. Recent Developments

13. Company Profiles

  • 13.1. Genesys Telecommunications Laboratories, Inc.
    • 13.1.1. Business Overview
    • 13.1.2. Key Revenue and Financials
    • 13.1.3. Recent Developments
    • 13.1.4. Key Personnel
    • 13.1.5. Key Product/Services Offered
  • 13.2. Avaya LLC
  • 13.3. Nice Ltd.
  • 13.4. Five9, Inc.
  • 13.5. Cisco Systems, Inc
  • 13.6. 8x8, Inc.
  • 13.7. Oracle Corporation
  • 13.8. SAP SE

14. Strategic Recommendations

15. About Us & Disclaimer