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1886285

聯絡中心即服務市場－全球產業規模、佔有率、趨勢、機會和預測，按功能、企業類型、產業、地區和競爭格局分類，2020-2030 年預測

Contact Center As a Service Market - Global Industry Size, Share, Trends, Opportunity, and Forecast, Segmented By Function, By Enterprise Type, By Industry, By Region, By Competition, 2020-2030F
出版日期: | 出版商: TechSci Research | 英文 181 Pages | 商品交期: 2-3個工作天內

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簡介目錄

2024年全球聯絡中心即服務（CCaaS）市場規模為74.3億美元，預計2030年將以15.17%的複合年成長率成長至173.4億美元。聯絡中心即服務（CCaaS）是一種基於雲端的客戶服務解決方案，使企業無需本地基礎設施即可管理跨管道的客戶互動。此模式具有固有的靈活性和可擴展性，有助於企業快速適應不斷變化的業務需求。

市場概覽
預測期 2026-2030
市場規模：2024年 74.3億美元
市場規模：2030年 173.4億美元
複合年成長率：2025-2030年 15.17%
成長最快的細分市場 資訊科技與電信
最大的市場 北美洲

主要市場促進因素

雲端解決方案的日益普及是全球聯絡中心即服務市場發展的重要驅動力，有助於企業提升營運敏捷性並實現基礎設施現代化。雲端環境固有的可擴展性和易用性使企業能夠部署和管理聯絡中心功能，而無需承擔本地硬體和軟體的負擔。

主要市場挑戰

全球聯絡中心即服務市場擴張面臨的一大挑戰是資料安全和隱私的重大關切。企業需要在雲端環境中處理敏感的客戶訊息，這要求企業實施強大的安全協議並嚴格遵守複雜的監管框架。

主要市場趨勢

將先進的人工智慧和機器學習技術整合到呼叫中心營運中，是重塑全球呼叫中心即服務市場的關鍵趨勢。這涉及到將複雜的人工智慧功能直接嵌入呼叫中心的工作流程中，以增強人工客服並最佳化流程，其功能不僅限於基本的自動化，還包括智慧路由、預測性人員配置和即時客服協助。

目錄

第1章：產品概述

第2章：研究方法

第3章：執行概要

第4章：顧客之聲

第5章：全球聯絡中心即服務市場展望

  • 市場規模及預測
    • 按價值
  • 市佔率及預測
    • 按功能分類（互動式語音應答 (IVR)、多通路、自動呼叫分配、電腦電話整合 (CTI)、報告和分析、勞動力最佳化、客戶協作、其他）
    • 依企業類型（中小企業、大型企業）
    • 按行業分類（銀行、金融服務和保險、IT和電信、政府、醫療保健、消費品和零售、旅遊和酒店、媒體和娛樂、其他）
    • 按地區
    • 按公司（2024 年）
  • 市場地圖

第6章：北美聯絡中心即服務市場展望

  • 市場規模及預測
  • 市佔率及預測
  • 北美洲：國家分析
    • 美國
    • 加拿大
    • 墨西哥

第7章：歐洲聯絡中心即服務市場展望

  • 市場規模及預測
  • 市佔率及預測
  • 歐洲：國家分析
    • 德國
    • 法國
    • 英國
    • 義大利
    • 西班牙

第8章：亞太地區聯絡中心即服務市場展望

  • 市場規模及預測
  • 市佔率及預測
  • 亞太地區：國家分析
    • 中國
    • 印度
    • 日本
    • 韓國
    • 澳洲

第9章：中東和非洲呼叫中心即服務市場展望

  • 市場規模及預測
  • 市佔率及預測
  • 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：南美洲聯絡中心即服務市場展望

  • 市場規模及預測
  • 市佔率及預測
  • 南美洲：國家分析
    • 巴西
    • 哥倫比亞
    • 阿根廷

第11章：市場動態

  • 促進要素
  • 挑戰

第12章：市場趨勢與發展

  • 併購
  • 產品發布
  • 最新進展

第13章：全球聯絡中心即服務市場：SWOT分析

第14章：波特五力分析

  • 產業競爭
  • 新進入者的潛力
  • 供應商議價能力
  • 顧客的力量
  • 替代產品的威脅

第15章：競爭格局

  • Talkdesk, Inc
  • Genesys Cloud Services Inc.
  • NICE Ltd.
  • Five9 Inc.
  • RingCentral, Inc.
  • 8x8, Inc
  • Microsoft Corporation
  • Cisco Systems, Inc.
  • Amazon.com Inc.
  • Avaya LLC

第16章：策略建議

第17章調查會社について,免責事項

簡介目錄
Product Code: 22745

The Global Contact Center As a Service Market, valued at USD 7.43 Billion in 2024, is projected to experience a CAGR of 15.17% to reach USD 17.34 Billion by 2030. Contact Center as a Service (CCaaS) is a cloud-based customer service solution, enabling organizations to manage customer interactions across diverse channels without on-premises infrastructure. This model provides inherent flexibility and scalability, facilitating rapid adaptation to evolving business demands.

Market Overview
Forecast Period2026-2030
Market Size 2024USD 7.43 Billion
Market Size 2030USD 17.34 Billion
CAGR 2025-203015.17%
Fastest Growing SegmentIT & Telecommunications
Largest MarketNorth America

Key Market Drivers

The increasing adoption of cloud-based solutions represents a fundamental driver for the Global Contact Center as a Service Market, facilitating operational agility and infrastructure modernization across enterprises. The inherent scalability and accessibility of cloud environments enable organizations to deploy and manage contact center functionalities without the burden of on-premises hardware and software. This transition supports flexible work models and ensures business continuity, proving particularly advantageous for distributed workforces.

Key Market Challenges

A significant challenge impeding the expansion of the Global Contact Center as a Service Market is the considerable concern surrounding data security and privacy. Organizations are tasked with handling sensitive customer information within cloud environments, which mandates the implementation of robust security protocols and strict adherence to complex regulatory frameworks. This necessity directly decelerates the adoption of CCaaS solutions, particularly within highly regulated sectors such as finance and healthcare, where the penalties for non-compliance are substantial.

Key Market Trends

Advanced artificial intelligence and machine learning integration for enhanced operations represents a pivotal trend reshaping the Global Contact Center as a Service market. This involves embedding sophisticated AI capabilities directly into contact center workflows to augment human agents and optimize processes, extending beyond basic automation to include intelligent routing, predictive staffing, and real-time agent assistance.

Key Market Players

  • Talkdesk, Inc
  • Genesys Cloud Services Inc.
  • NICE Ltd.
  • Five9 Inc.
  • RingCentral, Inc.
  • 8x8, Inc
  • Microsoft Corporation
  • Cisco Systems, Inc.
  • Amazon.com Inc.
  • Avaya LLC

Report Scope:

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

Contact Center As a Service Market, By Function:

  • Interactive Voice Response (IVR)
  • Multichannel
  • Automatic Call Distribution
  • Computer Telephony Integration (CTI)
  • Reporting and Analytics
  • Workforce Optimization
  • Customer Collaboration
  • Others

Contact Center As a Service Market, By Enterprise Type:

  • SMEs
  • Large Enterprises

Contact Center As a Service Market, By Industry:

  • BFSI
  • IT & Telecommunications
  • Government
  • Healthcare
  • Consumer Goods & Retail
  • Travel & Hospitality
  • Media & Entertainment
  • Others

Contact Center As a Service Market, By Region:

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

Competitive Landscape

Company Profiles: Detailed analysis of the major companies presents in the Global Contact Center As a Service Market.

Available Customizations:

Global Contact Center As a Service 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. Product 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, Trends

4. Voice of Customer

5. Global Contact Center As a Service Market Outlook

  • 5.1. Market Size & Forecast
    • 5.1.1. By Value
  • 5.2. Market Share & Forecast
    • 5.2.1. By Function (Interactive Voice Response (IVR), Multichannel, Automatic Call Distribution, Computer Telephony Integration (CTI), Reporting and Analytics, Workforce Optimization, Customer Collaboration, Others)
    • 5.2.2. By Enterprise Type (SMEs, Large Enterprises)
    • 5.2.3. By Industry (BFSI, IT & Telecommunications, Government, Healthcare, Consumer Goods & Retail, Travel & Hospitality, Media & Entertainment, Others)
    • 5.2.4. By Region
    • 5.2.5. By Company (2024)
  • 5.3. Market Map

6. North America Contact Center As a Service Market Outlook

  • 6.1. Market Size & Forecast
    • 6.1.1. By Value
  • 6.2. Market Share & Forecast
    • 6.2.1. By Function
    • 6.2.2. By Enterprise Type
    • 6.2.3. By Industry
    • 6.2.4. By Country
  • 6.3. North America: Country Analysis
    • 6.3.1. United States Contact Center As a Service 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 Function
        • 6.3.1.2.2. By Enterprise Type
        • 6.3.1.2.3. By Industry
    • 6.3.2. Canada Contact Center As a Service 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 Function
        • 6.3.2.2.2. By Enterprise Type
        • 6.3.2.2.3. By Industry
    • 6.3.3. Mexico Contact Center As a Service 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 Function
        • 6.3.3.2.2. By Enterprise Type
        • 6.3.3.2.3. By Industry

7. Europe Contact Center As a Service Market Outlook

  • 7.1. Market Size & Forecast
    • 7.1.1. By Value
  • 7.2. Market Share & Forecast
    • 7.2.1. By Function
    • 7.2.2. By Enterprise Type
    • 7.2.3. By Industry
    • 7.2.4. By Country
  • 7.3. Europe: Country Analysis
    • 7.3.1. Germany Contact Center As a Service 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 Function
        • 7.3.1.2.2. By Enterprise Type
        • 7.3.1.2.3. By Industry
    • 7.3.2. France Contact Center As a Service 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 Function
        • 7.3.2.2.2. By Enterprise Type
        • 7.3.2.2.3. By Industry
    • 7.3.3. United Kingdom Contact Center As a Service 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 Function
        • 7.3.3.2.2. By Enterprise Type
        • 7.3.3.2.3. By Industry
    • 7.3.4. Italy Contact Center As a Service 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 Function
        • 7.3.4.2.2. By Enterprise Type
        • 7.3.4.2.3. By Industry
    • 7.3.5. Spain Contact Center As a Service 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 Function
        • 7.3.5.2.2. By Enterprise Type
        • 7.3.5.2.3. By Industry

8. Asia Pacific Contact Center As a Service Market Outlook

  • 8.1. Market Size & Forecast
    • 8.1.1. By Value
  • 8.2. Market Share & Forecast
    • 8.2.1. By Function
    • 8.2.2. By Enterprise Type
    • 8.2.3. By Industry
    • 8.2.4. By Country
  • 8.3. Asia Pacific: Country Analysis
    • 8.3.1. China Contact Center As a Service 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 Function
        • 8.3.1.2.2. By Enterprise Type
        • 8.3.1.2.3. By Industry
    • 8.3.2. India Contact Center As a Service 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 Function
        • 8.3.2.2.2. By Enterprise Type
        • 8.3.2.2.3. By Industry
    • 8.3.3. Japan Contact Center As a Service 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 Function
        • 8.3.3.2.2. By Enterprise Type
        • 8.3.3.2.3. By Industry
    • 8.3.4. South Korea Contact Center As a Service 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 Function
        • 8.3.4.2.2. By Enterprise Type
        • 8.3.4.2.3. By Industry
    • 8.3.5. Australia Contact Center As a Service 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 Function
        • 8.3.5.2.2. By Enterprise Type
        • 8.3.5.2.3. By Industry

9. Middle East & Africa Contact Center As a Service Market Outlook

  • 9.1. Market Size & Forecast
    • 9.1.1. By Value
  • 9.2. Market Share & Forecast
    • 9.2.1. By Function
    • 9.2.2. By Enterprise Type
    • 9.2.3. By Industry
    • 9.2.4. By Country
  • 9.3. Middle East & Africa: Country Analysis
    • 9.3.1. Saudi Arabia Contact Center As a Service 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 Function
        • 9.3.1.2.2. By Enterprise Type
        • 9.3.1.2.3. By Industry
    • 9.3.2. UAE Contact Center As a Service 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 Function
        • 9.3.2.2.2. By Enterprise Type
        • 9.3.2.2.3. By Industry
    • 9.3.3. South Africa Contact Center As a Service 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 Function
        • 9.3.3.2.2. By Enterprise Type
        • 9.3.3.2.3. By Industry

10. South America Contact Center As a Service Market Outlook

  • 10.1. Market Size & Forecast
    • 10.1.1. By Value
  • 10.2. Market Share & Forecast
    • 10.2.1. By Function
    • 10.2.2. By Enterprise Type
    • 10.2.3. By Industry
    • 10.2.4. By Country
  • 10.3. South America: Country Analysis
    • 10.3.1. Brazil Contact Center As a Service 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 Function
        • 10.3.1.2.2. By Enterprise Type
        • 10.3.1.2.3. By Industry
    • 10.3.2. Colombia Contact Center As a Service 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 Function
        • 10.3.2.2.2. By Enterprise Type
        • 10.3.2.2.3. By Industry
    • 10.3.3. Argentina Contact Center As a Service 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 Function
        • 10.3.3.2.2. By Enterprise Type
        • 10.3.3.2.3. By Industry

11. Market Dynamics

  • 11.1. Drivers
  • 11.2. Challenges

12. Market Trends & Developments

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

13. Global Contact Center As a Service Market: SWOT Analysis

14. Porter's Five Forces Analysis

  • 14.1. Competition in the Industry
  • 14.2. Potential of New Entrants
  • 14.3. Power of Suppliers
  • 14.4. Power of Customers
  • 14.5. Threat of Substitute Products

15. Competitive Landscape

  • 15.1. Talkdesk, Inc
    • 15.1.1. Business Overview
    • 15.1.2. Products & Services
    • 15.1.3. Recent Developments
    • 15.1.4. Key Personnel
    • 15.1.5. SWOT Analysis
  • 15.2. Genesys Cloud Services Inc.
  • 15.3. NICE Ltd.
  • 15.4. Five9 Inc.
  • 15.5. RingCentral, Inc.
  • 15.6. 8x8, Inc
  • 15.7. Microsoft Corporation
  • 15.8. Cisco Systems, Inc.
  • 15.9. Amazon.com Inc.
  • 15.10. Avaya LLC

16. Strategic Recommendations

17. About Us & Disclaimer